Today we are going to learn a simple telephone conversation.
Telephone Etiquette
1. When you call, identify yourself & give reason for call."Hello, I'm Linda from UTM . I'm calling about the ACE program organized by HSMB. Can I speak to En. Azman, please?."
2. When you receive a call, identify yourself & your department."Hashi, Healthtronics. May I help you?."
Quality Service
1. Friendly.
2. Voice Quality.
a. Moderate voice volume.
b. Clear.
3. Smile when you speak.
4. Be non-emotional.
5. Remeber caller's name.
6. Always apologize.
7. Always be ready to provide assistance.
8. Always be ready to take down messages.
Preparation
1. Be ready with the Telephone Guide Book.
2. Phone numbers of regular people to call, Govt agencies, emergency numbers , etc.
3. Be ready with message notes.
Answering Calls
1. Answer call within 3 rings.
2. Answer with ethusiasm & warmth.
3. Always return call.
4. Don't let the caller wait for no good reason.
5. Give correct information.
6. Take correct messages.
7. Connect calls correctly.
Finish.
