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1. What makes a good telephone call?

1.1. Before the Call a) Prepare well before you call b) Plan what you want to say

1.2. Beginning the Call a) Make a proper greeting b) Identify yourself clearly c) Give a reason to call

1.3. During the Call a) Create a positive atmosphere b) Communicate your objective clearly c) Listen & Check

1.4. Ending the Call a) Confirm the result of the call b) End politely

2. Opening a Call

2.1. Making the call - identifying yourself a) Hello, this is ... b) My name is ... c) This is ... speaking.

2.2. Asking for Connection a) I'd like to speak to ... b) Could/Can/May I speak to ... c) Could you put me through to ...

2.3. Giving more details a) It's is in connection with ... b) It's about ...

2.4. Checking after Connection a)Is this Maria? b) Are you ...

2.4.1. Reason for Calling a) I'm calling to ... b) The reason I called is to ... c) I'm calling about ...

3. Switchboard Speaking!

3.1. Identifying the Company/Department a) Good Morning, Lake Tech. b) Personnel Department

3.2. Asking about the purpose a) How can I help you? b) What can I do for you? c) Who would you like to speak to?

3.3. Identifying the caller a) Could I have you name, please? b) Whose calling?

3.4. Connecting a) One moment, please. b) I'll check if he's in the office.

3.5. Apologies a) I am afraid .... b) He'll be back soon/later this afternoon. c) She won't back until this afternoon.

3.6. No Connection a) Do you want to hold? b) Can I take a message? c) Would you like to leave a message?

4. Receiving and taking messages

4.1. The Switchboard

4.1.1. Give your name & address

4.1.2. Give your numbers

4.1.3. Jot down anything important and give a good respond

4.1.4. Check again if you don't understand

4.1.5. Making sure that the receiver gets the messages clearly

4.2. The Caller

4.2.1. Give/Leave any messages clearly

4.2.2. Spells correctly if needed

4.2.3. Call out numbers clearly

4.2.4. Give a good and positive replies

4.2.5. Says "Thank you" after the call

5. Structuring a Call

5.1. The Purpose a) I'm calling about ... b) I would like to discuss ...

5.2. The Structure a) Firstly, ... Secondly, .... b) Another thing is ...

5.3. Check a) Is that okay with you? b) Do you have time right now?

5.4. Deciding a) OK. Then we have to decide to ... b) Right, the I will ...

5.5. Deflecting a) Can we deal with that another time?

5.6. Further Action a) Could you send me an e-mail to confirm this? b) Would you please inform Peter?

5.7. Final Check a) Is there anything else? b) Is that everything?

6. Transferring information

6.1. Be an Active Listener

6.2. Do ask again if you misheard or you lost a point

6.3. Do double check if you need a confirmation

6.4. Ask for spelling if needed

6.5. Correct the information if needed

7. Communication Difficulties

7.1. General

7.1.1. The line is busy.

7.1.2. I can't contact the person.

7.2. Technical

7.2.1. The number is not in service.

7.2.2. We were cut off.

7.3. Sound

7.3.1. I can hardly hear you.

7.3.2. Can you speak up?

7.3.3. It's very noisy hear.

7.4. Cellular Phones

7.4.1. My batter is nearly out.

7.4.2. I'm losing you.

7.4.3. There are some problems with the net.

7.5. To the operator

7.5.1. I'm having problems with a New York number.

7.5.2. Could you check the line, please?

8. Complaining

8.1. Giving out the Complaints

8.1.1. Tell the person what is the problem that you're having.

8.1.2. Request the person to take actions to solve the problems.

8.1.3. You can either ACCEPT the Actions or REJECT the Actions that have been given to you.

8.2. Handling the Complaints

8.2.1. Ask the person for the information regarding to the problems.

8.2.2. Do apologize for the problems by saying Sorry.

8.2.3. Ask for timing either it's a good time or not to make a call.

8.2.4. Explain briefly for the reasons of the problem.

8.2.5. Make a promise that actions will be taken due to the problem stated.

8.2.6. Admitting your faults if the problem is from yourself.

8.2.7. Do explain if the problem is not coming from you and take actions.

8.2.8. Apologize once again before closing the call and ask for any other problems for the last time.

9. Calling Back

9.1. Make an opening to the caller.

9.2. Thanking them for calling.

9.3. Tell the reasons why you make the call.

9.4. Give out excuses if you're not in a good time to answer a call.

9.5. Let them know, if you need to call them back.

9.6. Close the call by saying Thank you and a Goodbye message.

10. Closing a Call

10.1. Make another confirmation before you end any calls

10.2. Promise and action such as send email, organize or phone.

10.3. Give signals that can inform the person you call that you want to end the call.

10.4. Give a proper thanking before you close the call.

10.5. Make sure to give a positive close and feedback.

11. Audio Confrencing

11.1. Cultural Aspects

11.1.1. Small talk is expected at the beginning and end of the calls in certain countries.

11.1.2. Repeat important informations.

11.1.3. Clarify if you're not sure.

11.1.4. Punctuality is very important and Respect expectations

11.2. Audio Conferencing

11.2.1. It enables peoples in various locations to have a meeting within a phone calls. Notify all the participants of the time, date and call-in number for the meeting. Select a location where you will not disturbed. Make sure to speak clearly and concisely.

12. Golden Rules

12.1. Have a clear objectives before making a call.

12.2. Prepare your responses.

12.3. Be efficient, polite and agreeable.