GUIDELINES

Morsy I. M.

1

Your challenge is to make up for all that lost nonverbal communication

by using your voice effectively.

TELEPHONE COURTESY

The key to a successful telephone call is to simply remember that your customer cannot see you.

THE MOMENT YOU ANSWER THE PHONE:You are your company.You are the most important person at work.The telephone has placed you in the front line.Your behaviour throughout the call will be seen as the attitude of the company.You are fully responsible to know various features and correct operating procedures of your telephone system.You have to use "Sir", "Thank You", and "Please", liberally during your conversation.

2

I. The Start (A. STAFF START . . .)

1. Answer All Telephone Calls Promptly & Quickly.Within the first three rings.

2. Start Each Telephone Call Politely and Informatively.

a) A nice welcome phrase: "Good Morning (Good Afternoon)"b) Identify your place of business: "(your) Department & Location"c) Identify yourself: "name and position"d) Offer your help politely: "May I help you, SIR?"

3. Speak Clearly and Pleasantly.Don't be too informal.Always be respectful.

3

4. Smile.It helps your voice to sound sociable.

5. Establish and Use Other Person's Name Early in the Telephone Conversation. If You Don't Know His Name Ask:

"May I know who is calling, please?"6. Get Permission When Using

Speaker Phones."May I put you on the speaker phone, so that

Mr. ... can join us in the conversation?"

THE FIRST IMPRESSION ABOUT THE COMPANY IS BUILD THROUGH THE OPERATOR'S OPENING RESPONSE

4

I. The Start (B. OPERATOR'S START . . .)

1. Answer All Telephone Calls Quickly, Quickly, Quickly, Quickly, . . . WITHIN THE FIRST RING.Start The Call Politely By, A NICE WELCOME PHRASE:

"Good Morning (Good Afternoon)" IDENTIFY YOUR PLACE OF BUSINESS:

"(your) Company name - (your) Division" OFFER YOUR HELP:

"May I help you, SIR?"2. Take Enough Information, That You Can Make

A Right Connection FOLLOW THE CALL UNTIL ANSWERED

5

OPERATOR'S ANSWERGood Morning / Good

Afternoon.Company Name.

May I Help You, Sir.

CAPSULATION

6

II. The Message1. Listen.

a) Resist the temptation to interrupt.b) Record and read back key points.c) Demonstrate that you are listening by making "continuity

noises" such as: "yes", "exactly", "please continue".2. Concentrate.

Give the telephone conversation your undivided attention.3. Be prepared.

a) Be in the right place to take the call.b) Have the right information at hand.c) Have your writing hand free.d) Have a pen and paper ready.

4. If the Customer Asks for A Specific Person Who is Busy, Offer Your Assistance Instead.

7

5. Use HOLD Very Carefully.a) When placing a customer on hold, be sure to explain

the reason, and ask if the customer minds.b) If you put a customer on hold, it is your responsibility

to see that the call is completed.c) Never leave a caller on hold more than 30 seconds.

6. Tactfully Handle Calls at Inconvenient Times.

a) Never rush the caller.It is threatening.

b) Never shout, or raise your voice.It is rude.

8

III. The Close1. Be helpful.

Volunteer help, don't wait to be asked.2. Summarise.

a) Finish by recapping exactly what you are going to do as a result of the telephone conversation.

b) Take any promised action immediately.3. Don't Forget to End the Call Politely.

"Thank You for Calling, Sir."

9

STAFF1. Answer Telephone Quickly.2. Speak Pleasantly.3. Identify Yourself.4. Offer Your Help.5. Liberally Use :

"Sir", "Please", "Thank You"

6. Take Promised Action Now.

CAPSULATION

10

OPERATOR1. Answer Telephone Quickly.2. Speak Pleasantly, Be Welcoming.3. Identify Your Place of Business.4. Offer Your Help.5. Liberally Use :

"Sir", "Please", "Thank You"

CAPSULATION

11

OPERATOR'S ANSWER

Good Morning / Good Afternoon.

Company Name.

May I Help You, Sir.12