Telephone Techniques & Services

What is telephone etiquette?

Telephone etiquette relates to the correct way to answer the telephone in a business environment. Using the telephone requires 3 skills:

1) receiving and making calls professionally

2)taking a clear message

3) knowing what communication services are available

*Don't forget to say 'Thank you for calling' at the end of the call.

Tips for Making Calls

1. Ensure you know the reason for making the call.

2. Introduce yourself and explain why you are calling.

3. Write down any information you receive.

4. Say figures in pairs like 12-78 instead of 127-178.

5. Do not use slangs like ;OK' or 'Bye'.

Recording Systems

a) voicemail                  b) answering machine         c) answering services

Golden Rules for Message Taking

1. Write out the message as you listen. Redraft it afterwards with key info in correct order.

2. Listen carefully. Ask caller to repeat what you do not understand.

3. Check key facts (person's name, caller's number and address).

4. Double-check dates, times, place names, prices etc.

5. Pass urgent messages on immediately.

Limitations of Telephones

1. Do not provide a permanent record of a business transaction.

2. are not suitable for discussing confidential matters.

3. are not suitable for transmitting detailed information (account statement)

Things to Avoid

• giving minimal information e.g.. 'No.' and 'Yes.'
• screening-don't ask who's calling
• no reply: answer every call; if you can't ensure you have a voicemail/answering machine.
• phrases: I don't know, I can't, Just a second...

Procedure for Getting Information

• Ask caller if you may place them on hold.
• Wait for a response from the caller.
• Tell the caller why they are being placed on on hold.
• Give a time frame.
• Thank the customer for holding when you return to the phone.

Personal & Company Directories

1. Personal directories: can be held on paper or stored electronically on your phone or computer.

2. Company directories: may be issued on paper but are usually held electronically., of then on the company's intranet.

Functions and Operations of Automated Switchboards

a) Traditional Switchboard: need an operator to receive and connect incoming calls. Outgoing calls are usually made direct by the extension users.

b) Automated Switchboard: does not have an operator. An automated voice greets callers and offers menu options.

Paging devices

Pagers are small hand-held devices on which people can be reached easily and quickly, especially when cellphones could cause problems or be unreliable. Pagers beep, flash or vibrate.

Communication Services Providers (CSP)

In order for a telephone to work, it needs the services of a CSP.