Telephoning Basics Jason Unat ENSP 2 Mr Xavier

Telephoning Basics Jason Unat ENSP 2 Mr. Xavier Aquino Velasco Associate/Lecturer III FEU Tech

Prior to answering the telephone • *Be Prepared -Pen and Paper - telephone extension list Avoid Chewing, Eating and Drinking or Smoking. Use Correct Posture.

Answering the Telephone • Focus on the caller • Answer Promptly, Maximum of Three Rings Provide a Greetings - “Good Morning” - “Good Afternoon” - “Good Evening”

Answering the Telephone • Identify yourself - “Mark Speaking” - “Christian Speaking” Offer Assistance - “How may I Help/Assist You?

Transferring or Placing Calls on Hold • Always ask if you can put the person on hold and wait for the answer. - “Mr. Dan, the extension is busy, May I please place your call on hold? Explain Delays - “Thank you for holding, Mr. Dan, the extension is still busy, would you like to continue holding or shall I ask Mr. Mark to call you back as soon as extension is free? ”

Transferring or Placing Calls on Hold • Always stay on the line until the transfer is complete. • Explain to the person receiving the call - Why you are transferring the call. - who the caller is.

Transferring the Call • Use guest’s Name (personalise the call) • Confirm understanding of the reason for the call • Ask a closed question for confirmation

Taking message • • • Message for… Name and title of caller Company name Telephone Number Time and Date of call Message Action Required Name/Initials of person taking the message Repeat the message

Ending the call • End the conversation on a positive note • Thank the caller • Use the caller’s name - “Thank you for calling Mr. Dan, Good Bye. ” - “Good Bye Mr. Dan, Thank you for calling. ”