2. Prior to Answering the Telephone
Be prepared
pen and paper
telephone extension
list
Avoid chewing, eating,
drinking or smoking
Use correct posture
7. DON’T HESITATE TO
ask more explanation
ask the caller to slow down
ask the meaning of an abbreviation
ask the caller to repeat again
8. Transferring or
Placing Calls on Hold
Always ask if you can put the person on hold
and wait for the answer
Maj Ertan, Sgt Yıldız is busy, May I please place your
call on hold?
9. Taking Messages
Message for…
Name and title of caller
Company/Department name
Telephone number
Time and date of call
Message
10. Ending the Call
End the conversation on a positive note
Thank the caller
Use the caller’s name
11. Ending the Call
“Thank you for calling Colonel, goodbye.”
“Goodbye Mr KhanMa’am
and thank you for calling.”