The document discusses best practices for telephone skills. It states that the telephone can be a powerful business tool if used properly. It provides rules for telephone etiquette like answering promptly, using a pleasant tone, speaking clearly, listening attentively, and avoiding distractions. Specific tips are given, such as smiling while on the phone, addressing the caller by name, and repeating information back to confirm understanding. The importance of practicing telephone scenarios is also highlighted. Proper answering, taking messages, and ending calls are outlined to ensure a positive experience for all telephone interactions.

1. Telephone Skills

2. Fact

The phone could become
one of the most



powerful,
efficient
cost effective
tools you have at your
disposal.

3. Fact
Whether you use the phone:



for job applications
as part of your job when you’re employed
telephone manners are a crucial
components of a professional image

4. Fact

Your voice is your
personality over the
telephone. It makes an
immediate impression that
can portray you as:




friendly or distant
confident or timid
spontaneous or mechanical
relaxed or nervous

5. Fact
Many of us feel awkward about
using the phone.
WHY?



We can’t see facial
expressions.
We can’t see what the other
person is doing.
We can’t use illustrations to
help them understand.

8. Telephone Handling Training



Rule 1 :
Answer
Promptly
Rule 2 :
Pleasant
Greeting
& Tone
Rule 3 :
Smile on
the
Phone

9. Do
Smile when you’re
on the phone, the
other person will
hear it as it
completely changes
the sound of your
voice!

10. Telephone Handling Training


Rule 3 :
Use the
Caller’s
Name
Rule 4 :
No Using
Industry
Jargon

11. Do


Listen and respond to the person on the
other end of the line.
When you focus on them the phone call
becomes much more conversational.

12. Telephone Handling Training



Rule 5 :
Vary Your
Tone
Rule 6 :
Speak
Slowly
Rule 7 : No
Distractions

13. Don’t



Do things like doodle or read while on
the phone, the person you’re talking to
will know you’re distracted!
Answer the phone with food in your
mouth, the other person will hear it!
Speak Too Fast

14. Telephone Handling Training


Rule 8 :
Listen
Attentively
Rule 9 :
Repeat
Information
Back

15. Time to practise

Scenario 1 of a phone call

Dos and Don’ts of your reply

17. Time to practise

Scenario 2 of a phone call

Dos and Don’ts of your reply

19. The Telephone
A Business Tool

20. Answering The Phone




Greet the caller
State the company (or department)
Introduce yourself (if phone received at
department)
Offer your help
“ Namaste,
Clarks Inn,
How may I help you?”

21. Taking Messages
1.
2.
3.
4.
5.
6.
7.
The date and time of the call
Who the message is for
The name of the caller
The company/dept of the caller
The telephone number of the caller
A brief message
Name of person who took the message

22. Ending The Call



Thank the caller
Assure that promises will be fulfilled
Leave the caller with a positive feeling
“Thank you for calling, Clarks Inn.
Namaste”

23. Telephone Skills
End