Presenting a professional image Speaking Style Usage of Tone Usage of Language Do’s & Donts
Both in person and on the telephone, is very important in the Officeskills profession. Taking care of your customers over the telephone and making themfeel well informed and appreciated is essential. The ability to listen is a problem in general but it is very importantto listen to what the caller has to say. It is always a good habit to repeat the information back to the clientwhen you are taking a message.
A picture paints a thousand words but the caller onthe other end of the phone can only hear you. Caller cannot see your face or body language. Taking the time to speak clearly, slowly and in acheerful, professional voice is very important.
Use your normal tone of voice whenanswering a call. In case if you have a tendency to speak loudor shout, avoid doing so on the telephone.
Speak in a normal way but in a effectivemanner. Never use swear words. Words delivered should be clear & understoodto the caller.
Do’s Be patient and helpful. Respond clearly with “yes” or “no” when speaking. Always remember it is important :-If you are answering a call on behalf of your team member please mention to thecaller & try if you can assist them on the query.-Else note down the caller’s number so that a concerned user can make a call backon the query for resolution. Address the Caller Properly by his or her title.Eg : ( Good morning Mr. Brown, Good afternoon Ms. Sanders). Listen to the Caller and what they have to say. Always ask if you can put the caller on hold. Verify that you have heard and transcribed the message accurately.
Donts Do not eat or drink while you are on telephone duty. Do not use slang words or Poor Language. Never address an unfamiliar caller by his or her first name. Never snap back or act rude to the caller. Never leave the person on hold for more than a few seconds or they maybecome upset and hang up.