1. 1. WHAT MAKES A GOOD TELEPHONE CALL
1.1. BEFORE THE CALL
1.1.1. Prepare well before you call
1.1.2. Plan what you want to say
1.1.3. Prepare answer to possible question
1.1.4. Send an e-mail before the question
1.1.5. Have all information
1.2. BEGINNING THE CALL
1.2.1. Makes a greeting and identify yourself clearly
1.2.2. Ask for connection to the person you want to speak in
1.2.3. After connection greet the person
1.2.4. Small talk
1.2.5. Give a reason for a call
1.3. DURING THE CALL
1.3.1. Create a positive atmosphere
1.3.2. Communicate your objective clearly
1.3.3. Listen-make sure understand
1.3.4. Check-make sure the other person understands you
1.4. ENDING THE CALL
1.4.1. Confirm the result of the call
1.4.2. End politely and positively
2. 2. MAKING A CALL
2.1. A communication story
3. 3. SWITCHBOARD SPEAKING
3.1. IDENTIFY YOUR COMPANY/DEPARTMENT
3.1.1. Good morning. Lake Technology Personal Department
3.2. ASKING ABOUT THE PURPOSE
3.2.1. How can i help you? What is it in regard to? What can i do for you? Who would you like to speak to?
3.3. IDENTIFYING THE CALLER
3.3.1. I'm sorry, could i have your name(again), please? Who's calling,please?
3.4. CONNECTING
3.4.1. One moment, please. I'll check if he's in office.
3.5. APOLOGIES
3.5.1. I'm afraid -the line is busy -he's on the other line -he's in a meeting -she's out of the office today -he's on vacation He'll be back soon/later this afternoon She won't be back until this afternoon
3.6. NO CONNECTION
3.6.1. Do you want to hold? Would you like to speak to his colleague? Can I take a message? Would you like to leave a message? Would you like him to call you back? Does she have your number?
3.7. MAKING THE CONNECTION
3.7.1. Just a moment, I'm putting you through, now. I'll connect you now.
3.8. ANSWERING A CALL - IDENTIFYING YOURSLEF
3.8.1. Good morning, Bob Adams(speaking) This is Bob Adams. This is he/she
4. 4.OPENING CALL
4.1. Making the call - Identifying yourself
4.1.1. Hello, this is... My name is... This is....speaking Hi,Bob. It's John here
4.2. Asking for connection
4.2.1. I'd like to speak to... Could/Can/May I speak to... Could you put me through to... Extension 361, please
4.3. Giving more details
4.3.1. It's in connection with... It's about...
4.4. Checking after connection
4.4.1. Is this Maria/ the Personnel Department? Are you the person responsible for...?
4.5. Reason for calling
4.5.1. I'm calling to... The reason I called about is to.. I'm calling about...
5. 5. RECEIVING & TAKING MESSAGES
5.1. THE SWITCHBOARD
5.1.1. Names and addreses
5.1.2. Numbers
5.1.3. Noting and responding
5.1.4. Checking
5.1.5. Don't worry!
5.2. THE CALLER
5.2.1. The message
5.2.2. Spelling
5.2.3. Numbers
5.2.4. Replies
5.2.5. Thanks
6. 6. STRUCTURING CALL
6.1. The purpose
6.2. Structrure
6.3. Check
6.4. Deciding
6.5. Deflecting
6.6. Further action
6.7. Final check
7. 7. TRANSFERRING INFORMATION
7.1. Starting Confirming
7.2. Checking Confirming
7.3. Active listening-responding
7.4. You don't hear
7.4.1. Sorry? Pardon me? Excuse me? I beg you pardon?
7.5. It is not clear
7.5.1. I'm sorry. What do you mean exactly? I'm sorry. I don't follow. What is 'turnover'? What do you mean by 'turnover'
7.6. You want to check
7.6.1. Did you say... Let me just check. You said...is that right? You said you wanted to cancel the meeting? is that correct
7.7. Asking for spelling
7.8. Correcting Information
8. 8.COMMUNICATION DIFFICULTIES
8.1. Problems -General -Technical -Sound Cellular phones -To the operator
8.2. Wrong numbers
8.3. Call back
9. 9.CALLING BACK
9.1. Opening
9.1.1. I'm returning your call My secretary said you called I got your message Thanks for calling earlier
9.2. Thanking
9.2.1. Thanks for calling back Thanks for getting back to me so soon
9.3. Reason for call
9.3.1. The reason I called earlier was that.. I called earlier to..
9.4. Timing
9.4.1. Is this a good time to talk? Do you have time for now? Do you have the information with you?
9.5. Excuses
9.6. Call back
9.7. Close
9.8. Calling back-restarting
9.9. Back to the subject
10. 11. COMPLAINING
10.1. The complaint -The problem -Request action -Acepting action -Reject action
10.2. Handling the complaint -Ask for information -Saying sorry -Explaining the reason for the problem -A promise of action [will] -Your fault -Their fault -Close
11. 12. CLOSING A CALL
11.1. Confirmation
11.2. Promised action
11.3. Closing signals
11.4. Thanking
11.5. Looking foward - positive close
11.6. Good-byes
12. 13. CROSS-CULTURAL TIPS / AUDIO CONFERENCING
12.1. Cultural aspects
12.1.1. -Small talk is expected at the beginning and end of calls in certain countries -Repeat important information to guarantee understanding -Clarify if you are not sure -Some people mistake friendliness for unprofessionalism
12.2. Audio conferencing
12.2.1. Background
12.2.2. Prior to the call
12.2.3. Beginning to the call
12.2.4. During the call
12.3. Intermatiol calls
12.3.1. International calls are costly for the company
12.3.2. Check the local time of the office you are calling
12.3.3. Not everyone speaks English as well as you.
13. 14. GOLDEN RULES
13.1. Do
13.1.1. Plan the call thoroughly. Have clear objectives
13.1.2. Send an email before you call when necessary.
13.1.3. Speak clearly and slowly
13.1.4. Handle complaint politely
13.1.5. Finish with a positive phrase
13.2. Don't
13.2.1. Call if you are unprepared
13.2.2. Lose control if someone becomes aggresive
13.2.3. Waste time
13.2.4. Interupt
13.2.5. Leave your mobile phone switched on in theater