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BASICBASIC
TELEPHONETELEPHONE
SKILLSSKILLS
Presented By:
Lohitakksh Chauhhan
OBjECTIvESOBjECTIvES
 By the end of this session you will be able to:By the end of this session you will be able to:
 St...
OBjECTIvESOBjECTIvES
 Use the telephone effectivelyUse the telephone effectively
 Transfer and/or place a call on holdTr...
PrIOr TO ANSwErINgPrIOr TO ANSwErINg
THE TELEPHONETHE TELEPHONE
Be preparedBe prepared

pen and paperpen and paper

tel...
ANSwEr THE CALLANSwEr THE CALL
wITH AwITH A SmILESmILE ONON
yOur fACE!yOur fACE!
ANSwErINg THE TELEPHONEANSwErINg THE TELEPHONE
Focus on the callerFocus on the caller
Answer promptly,Answer promptly,
m...
Answering the telephoneAnswering the telephone
Provide a greetingProvide a greeting

““Good Morning”Good Morning”

““Go...
Answering the telephoneAnswering the telephone
Identify the departmentIdentify the department

Business CenterBusiness C...
Answering the telephoneAnswering the telephone
Identify yourselfIdentify yourself

““Lohitakksh speaking”Lohitakksh spea...
Answering the telephoneAnswering the telephone
Offer assistanceOffer assistance

““How May I Help/Assist You?”How May I ...
Answering the telephoneAnswering the telephone
 ““Good Morning, BusinessGood Morning, Business
Center, Mike speaking,Cent...
trAnsferring ortrAnsferring or
plAcing cAlls on holdplAcing cAlls on hold
Handle calls yourself where possibleHandle call...
Transferring orTransferring or
Placing calls on HoldPlacing calls on Hold
 Always ask if you can put the person on holdAl...
Transferring orTransferring or
Placing calls on HoldPlacing calls on Hold
 Explain delaysExplain delays
 ““Thank you for...
Transferring orTransferring or
Placing calls on HoldPlacing calls on Hold
 Let the caller knowLet the caller know

why y...
Transferring orTransferring or
Placing calls on HoldPlacing calls on Hold
 Always stay on the line until the transfer is ...
Transferring a callTransferring a call
 ““Lohitakksh, this is Immanuel, I have Ms Dabra onLohitakksh, this is Immanuel, I...
Transferring a callTransferring a call
 Use guest’s name (personalize the call)Use guest’s name (personalize the call)
 ...
Taking MessagesTaking Messages
 Message for…Message for…
 Name and title of callerName and title of caller
 Company nam...
Taking MessagesTaking Messages
Action requiredAction required
Name/initials of personName/initials of person
taking the ...
ending The Callending The Call
End the conversation on a positive noteEnd the conversation on a positive note
Thank the ...
ending The Callending The Call
““Thank you for calling Ms Dabra,Thank you for calling Ms Dabra,
goodbye.”goodbye.”
““Tha...
Thank
YOU !
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Basic Telephone Skills

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BASIC TELEPHONE SKILLS/BASIC TELEPHONIC SKILLS,
ANSWERING CALLS,
TRANSFERRING CALL,
PLACING A CALL ON HOLD,
TAKING MESSAGES,
ENDING CALL/DISCONNECTING CALL

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Basic Telephone Skills

  1. 1. BASICBASIC TELEPHONETELEPHONE SKILLSSKILLS Presented By: Lohitakksh Chauhhan
  2. 2. OBjECTIvESOBjECTIvES  By the end of this session you will be able to:By the end of this session you will be able to:  State the reasons for providing professionalState the reasons for providing professional telephone service to both internal andtelephone service to both internal and external callersexternal callers  Provide a suitable greeting and farewell toProvide a suitable greeting and farewell to callerscallers
  3. 3. OBjECTIvESOBjECTIvES  Use the telephone effectivelyUse the telephone effectively  Transfer and/or place a call on holdTransfer and/or place a call on hold  Take a written messageTake a written message
  4. 4. PrIOr TO ANSwErINgPrIOr TO ANSwErINg THE TELEPHONETHE TELEPHONE Be preparedBe prepared  pen and paperpen and paper  telephone extension listtelephone extension list Avoid chewing, eating,Avoid chewing, eating, drinking or smokingdrinking or smoking Use correct postureUse correct posture
  5. 5. ANSwEr THE CALLANSwEr THE CALL wITH AwITH A SmILESmILE ONON yOur fACE!yOur fACE!
  6. 6. ANSwErINg THE TELEPHONEANSwErINg THE TELEPHONE Focus on the callerFocus on the caller Answer promptly,Answer promptly, maximum within three ringsmaximum within three rings
  7. 7. Answering the telephoneAnswering the telephone Provide a greetingProvide a greeting  ““Good Morning”Good Morning”  ““Good Afternoon”Good Afternoon”  ““Good Evening”Good Evening”
  8. 8. Answering the telephoneAnswering the telephone Identify the departmentIdentify the department  Business CenterBusiness Center  HousekeepingHousekeeping  Front DeskFront Desk
  9. 9. Answering the telephoneAnswering the telephone Identify yourselfIdentify yourself  ““Lohitakksh speaking”Lohitakksh speaking”  ““Pooja speaking”Pooja speaking”
  10. 10. Answering the telephoneAnswering the telephone Offer assistanceOffer assistance  ““How May I Help/Assist You?”How May I Help/Assist You?”
  11. 11. Answering the telephoneAnswering the telephone  ““Good Morning, BusinessGood Morning, Business Center, Mike speaking,Center, Mike speaking, How May I help you?”How May I help you?”  ““Good Afternoon,Good Afternoon, Finance, Aseem speaking,Finance, Aseem speaking, How May I help you?”How May I help you?”
  12. 12. trAnsferring ortrAnsferring or plAcing cAlls on holdplAcing cAlls on hold Handle calls yourself where possibleHandle calls yourself where possible Transfer calls directly to theTransfer calls directly to the correct extensioncorrect extension
  13. 13. Transferring orTransferring or Placing calls on HoldPlacing calls on Hold  Always ask if you can put the person on holdAlways ask if you can put the person on hold and wait for the answerand wait for the answer  ““Ms Dabra,the extension is busy,Ms Dabra,the extension is busy, May I please place your call on hold?May I please place your call on hold?
  14. 14. Transferring orTransferring or Placing calls on HoldPlacing calls on Hold  Explain delaysExplain delays  ““Thank you for holding, Ms Dabra, the extension is stillThank you for holding, Ms Dabra, the extension is still busy, would you like to continue holding orbusy, would you like to continue holding or shall I ask Ms Dabra to call you backshall I ask Ms Dabra to call you back as soon as his extension is free?”as soon as his extension is free?”
  15. 15. Transferring orTransferring or Placing calls on HoldPlacing calls on Hold  Let the caller knowLet the caller know  why you arewhy you are transferring the calltransferring the call  who they arewho they are being transferred tobeing transferred to  ““Ms Dabra, I am Lohitakksh transferringMs Dabra, I am Lohitakksh transferring I’m transferring your call to Mr XI’m transferring your call to Mr X who will be able to assist you in this regard.”
  16. 16. Transferring orTransferring or Placing calls on HoldPlacing calls on Hold  Always stay on the line until the transfer is completeAlways stay on the line until the transfer is complete  Explain to the person receivingExplain to the person receiving the callthe call  why you are transferringwhy you are transferring the callthe call  who the caller iswho the caller is
  17. 17. Transferring a callTransferring a call  ““Lohitakksh, this is Immanuel, I have Ms Dabra onLohitakksh, this is Immanuel, I have Ms Dabra on the line who needs some information about Corporatethe line who needs some information about Corporate Room Rates.”Room Rates.”  ““Good morning, Ms Dabra, this is Lohitakksh. IGood morning, Ms Dabra, this is Lohitakksh. I understand that you would like to know about ourunderstand that you would like to know about our Corporate Room Rates, is that correct?”Corporate Room Rates, is that correct?”
  18. 18. Transferring a callTransferring a call  Use guest’s name (personalize the call)Use guest’s name (personalize the call)  Confirm understanding of the reason for the callConfirm understanding of the reason for the call  Ask a closed question forAsk a closed question for confirmationconfirmation
  19. 19. Taking MessagesTaking Messages  Message for…Message for…  Name and title of callerName and title of caller  Company nameCompany name  Telephone numberTelephone number  Time and date of callTime and date of call
  20. 20. Taking MessagesTaking Messages Action requiredAction required Name/initials of personName/initials of person taking the messagetaking the message Repeat the messageRepeat the message
  21. 21. ending The Callending The Call End the conversation on a positive noteEnd the conversation on a positive note Thank the callerThank the caller Use the caller’s nameUse the caller’s name
  22. 22. ending The Callending The Call ““Thank you for calling Ms Dabra,Thank you for calling Ms Dabra, goodbye.”goodbye.” ““Thank you for the booking,Thank you for the booking, Ms Dabra, we look forward toMs Dabra, we look forward to seeing you.”seeing you.” ““Goodbye Ms DabraGoodbye Ms Dabra and thank you for calling.”and thank you for calling.”
  23. 23. Thank YOU !

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