The document provides guidance on best practices for answering calls, including answering promptly, identifying yourself, focusing attention on the customer, speaking clearly, taking messages, transferring calls appropriately, and setting up an informative voicemail greeting. It also outlines the eight C's of effective caller service: caring, confident, consideration, committed, creative, controlled, contagious, and consistent. The goal is to provide excellent customer service when interacting with callers over the phone.

1. MADE BY:
GAURAV AGGARWAL
st. code: B0006367
MADE BY:
GAURAV AGGARWAL
st. code: B0006367

2. How can we make a call
Opening (“Hello , Good Morning”)
Warm up ( “Introduce Your Self” )
Send message ( “Purpose Of Call” )
Round off ( “Summary” )
Closing ( “Take Care ,good bye”)

3. Answering the Telephone
Answer calls promptly by the
second or third ring.
Smile as you pick up the phone.
Use your ‘telephone’ voice,
controlling your volume and
speed.
Project a tone that is
enthusiastic, natural, attentive
and respectful.
Greet the Customer, identify your

4. Answer Promptly
Answer before the third ring if at all
possible.
If you’re talking on another line or to a
person at your desk, excuse
yourself, answer the phone, permit the
caller to state his/her purpose, then tell
him/her you are on another line and ask
him/her if he/she can wait for a
minute, or ask if they’d like to leave a
message.

5. Identify Yourself
Suggestion:
When answering someone’s else’s
line, give the name of the company
and your name.
When answering your own line you
can give department and name at the
same time and then your name;
i.e., “ica Center , gaurav speaking”...

6. EIGHT C’S OF EFFECTIVE CALLER
SERVICE
Caring
Confident
Consideration
Committed
Creative
Controlled
Contagious
Consistent

7. Remember when you take call
Brevity
Courtesy
Clarity

8. In the course of the conversation:
Focus your attention on the Customer.
Enunciate/articulate clearly. Speak distinctly.
Use simple English – avoid Jargon and Acronyms.
Use action specific words and directions.
Use the Customer’s name during the
conversation.
Always speak calmly and choose your words
naturally.

9. Taking Phone Messages
Phone Message should always include:
Caller’s name and company name (if
applicable)
Time and Date of call
What the call is regarding (if
possible)
If a follow up or return call is needed
Phone number (office or home)

10. In transferring calls:
 Transfer ONLY when necessary; get the
information yourself.
 If you must transfer, avoid the use of the
word "transfer." Say instead: "I am going to
connect you with".
 Explain why you are "transferring" the call.
Give the caller the person's name and direct
number
Stay on the line and introduce the caller.

11. Voicemail Greeting
Be sure to record your own personal greeting;
don't use the standard default greeting or have
another person record your greeting.
Write down what you want to say in your greeting
and practice saying it a few times before
recording.
Include in your greeting your name and
department so that people know they have
reached the correct person.
Your regular greeting should include your normal
work hours.
Use the attendant feature if available! This
feature allows the caller to reach another person
in your department from your voicemail.