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Telephone Handling.pptx

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This document provides guidance on proper telephone etiquette and procedures for handling incoming and outgoing calls. It outlines best practices for making outgoing calls such as preparing notes beforehand and properly introducing oneself. When receiving calls, it recommends answering promptly, asking for the caller's identity and needs, and recording any messages. The document also provides sample dialogues for making calls, receiving calls, requesting to speak to someone, asking the caller to hold, letting the caller know the requested person is unavailable, and taking messages.

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TELEPHONE HANDLING
Understanding Telephone Handling Handling telephones is handling incoming and outgoing calls which are carried out using the telephone, by every employee, especially those who work as secretaries. 2
Procedure for Handling Outgoing Calls 3 1. Prepare a notebook before dialing the phone number you want to call. 2. Record all the main issues that will be presented in a notebook. 3. If the phone number is wrong, you should apologize. 4. When the telephone connection is established, the caller must immediately introduce himself and state the purpose of calling. 5. When you have finished speaking, put the phone down properly.
1. Say hello and mention the identity and company name. 2. Avoid picking up the phone more than 3 rings. 3. Pick up the phone with your left hand while holding the writing utensil and notebook in your right hand. 4. Answering the telephone should be brief, clear, and polite. 5. Ask the caller's identity and needs. 6. Record all telephone messages. 7. Ask the caller to repeat the need. 8. Hang up the phone after the caller disconnects first. Talking Etiquette When Receiving Incoming Phone Calls 4
Hello! Say the phone numbers in English: 085640830269 0218467720
Making Calls 6
“ ◎ May I speak to Mr. Bates, Please? ◎ May I speak to the manager, please? ◎ May I have the Account Department, please? 1 Requesting particular person or services
Identifying yourself ◎ This is Mr. Delano's secretary ◎ This is Pierre Humphrey ◎ I'm calling on behalf of Mr. Humphrey 8 2
◎ Could you tell me when he’ll be back? ◎ Do you know what time she’ll be back? Person you are calling is not there 9 3
Leaving a message 10 ◎ Yes, could you tell him to call me back? ◎ Yes, tell her that I call. This is Rita ◎ No, thanks. I’ll call back later ◎ No, thanks. It’s not urgent 4
Receiving calls 11
◎ Good morning, Montreal supplies. May I help you? ◎ Hello, Lion Restaurant. Can I help you? ◎ Good afternoon, Roland Scott, speaking 12 Answering calls 1
Requesting identity ◎ Who’s calling, please? ◎ May I ask who’s calling? ◎ Who’s speaking, please? 13 2
◎ Hold the line, please. I’ll see if he’s in ◎ Hold on, please. He’s coming now ◎ Just a moment, please. She’ll be with you right away ◎ One moment, please. I’ll see if he’s free ◎ He’s speaking on the other line. Will you hold? Asking the caller to hold 14 3
Connecting the callers ◎ I’ll connect you with the manager ◎ I’ll put you trough to the manager ◎ It’s ringing for you ◎ You’re trough. Go ahead 15 4
The person being called is not there 16 5 ◎ I’m sorry; the manager is out at the moment ◎ I’m terribly sorry. Mr. Hotman is away on business right now ◎ He is not in the office now, but he’ll be back at 4 o’clock
“ ◎ Can I take a message? ◎ Can I give him a message? ◎ Can I have a message? 6 Taking messages
Dialogue 18
Dialogue 1 Making calls
Dialogue 2 Receiving calls
Dialogue 3
Thanks! Any questions? 22

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Telephone Handling.pptx

  • 2. Understanding Telephone Handling Handling telephones is handling incoming and outgoing calls which are carried out using the telephone, by every employee, especially those who work as secretaries. 2
  • 3. Procedure for Handling Outgoing Calls 3 1. Prepare a notebook before dialing the phone number you want to call. 2. Record all the main issues that will be presented in a notebook. 3. If the phone number is wrong, you should apologize. 4. When the telephone connection is established, the caller must immediately introduce himself and state the purpose of calling. 5. When you have finished speaking, put the phone down properly.
  • 4. 1. Say hello and mention the identity and company name. 2. Avoid picking up the phone more than 3 rings. 3. Pick up the phone with your left hand while holding the writing utensil and notebook in your right hand. 4. Answering the telephone should be brief, clear, and polite. 5. Ask the caller's identity and needs. 6. Record all telephone messages. 7. Ask the caller to repeat the need. 8. Hang up the phone after the caller disconnects first. Talking Etiquette When Receiving Incoming Phone Calls 4
  • 5. Hello! Say the phone numbers in English: 085640830269 0218467720
  • 7. “ ◎ May I speak to Mr. Bates, Please? ◎ May I speak to the manager, please? ◎ May I have the Account Department, please? 1 Requesting particular person or services
  • 8. Identifying yourself ◎ This is Mr. Delano's secretary ◎ This is Pierre Humphrey ◎ I'm calling on behalf of Mr. Humphrey 8 2
  • 9. ◎ Could you tell me when he’ll be back? ◎ Do you know what time she’ll be back? Person you are calling is not there 9 3
  • 10. Leaving a message 10 ◎ Yes, could you tell him to call me back? ◎ Yes, tell her that I call. This is Rita ◎ No, thanks. I’ll call back later ◎ No, thanks. It’s not urgent 4
  • 12. ◎ Good morning, Montreal supplies. May I help you? ◎ Hello, Lion Restaurant. Can I help you? ◎ Good afternoon, Roland Scott, speaking 12 Answering calls 1
  • 13. Requesting identity ◎ Who’s calling, please? ◎ May I ask who’s calling? ◎ Who’s speaking, please? 13 2
  • 14. ◎ Hold the line, please. I’ll see if he’s in ◎ Hold on, please. He’s coming now ◎ Just a moment, please. She’ll be with you right away ◎ One moment, please. I’ll see if he’s free ◎ He’s speaking on the other line. Will you hold? Asking the caller to hold 14 3
  • 15. Connecting the callers ◎ I’ll connect you with the manager ◎ I’ll put you trough to the manager ◎ It’s ringing for you ◎ You’re trough. Go ahead 15 4
  • 16. The person being called is not there 16 5 ◎ I’m sorry; the manager is out at the moment ◎ I’m terribly sorry. Mr. Hotman is away on business right now ◎ He is not in the office now, but he’ll be back at 4 o’clock
  • 17. “ ◎ Can I take a message? ◎ Can I give him a message? ◎ Can I have a message? 6 Taking messages