1. Planning calls
1.1. Personal telephone calls
1.1.1. Companies may limit/discourage personal calls.
1.1.2. Brief or urgent calls are permitted e.g. Emergency calls.
1.2. Calls on mobile phones
1.2.1. Employees who are away from the office will keep in touch with their co-workers and customers using mobile phone.
1.2.2. Plan to make and receive calls on mobile phones in appropriate circumstances.
1.2.3. Do not use mobile phone in meetings and restaurants.
1.2.4. Confidential information should not be discussed in public area.
1.2.5. Use caution when talking on the phone while driving a car.
1.2.6. Be aware of laws regarding cell phone use while you travel.
1.3. Time zones
1.3.1. Time zone is a geographical region that has the same standard time.
1.3.2. Avoid calling when the time is before or after business hours.
1.4. Conference calls
1.4.1. Planning a conference call.
1.4.1.1. Inform all participants of the date, time, and proposed length of the call.
1.4.1.2. Verify everyone’s telephone number.
1.4.1.3. Inform all participants of the date, time, and proposed length of the call. Identify the objectives and intended outcomes of the Call.
1.4.1.4. If using a service provider, call in advance and give accurate numbers.
1.4.2. Procedures during the call.
1.4.2.1. Take a roll. Call out all of the participants' names.
1.4.2.2. Lead the call by sending the instructions for the agenda and meeting.
1.4.2.3. Had respondents while speaking describe themselves. Speak simply, spelling out uncommon or complicated names and words.
1.4.2.4. Numbers to repeat. Avoid other speakers being disrupted.
1.4.2.5. There should only be one individual speaking at a time. Take notes and impressions on significant points.
1.4.2.6. Apply outstanding listening skills.
1.4.2.7. Encourage everyone's dialogue and involvement.
2. Assisting callers
2.1. Placing a caller on hold
2.1.1. If another incoming call is waiting while you are talking on the phone, you must put the caller on hold.
2.1.2. Politely inform the caller that you are placing him or her on hold and check back frequently.
2.2. Transferring calls
2.2.1. Calls must be transferred to the right person, or calls/requests can be answered more effectively by another person.
2.2.2. Always tell the caller why the transfer is necessary.
2.3. Handling a disconnected call
2.3.1. The general rule is that the person who placed the call should call back immediately after the disconnect.
2.4. Handing Difficult callers
2.4.1. Guidelines to handle difficult calls.
2.4.1.1. Try to resolve the matter if possible.
2.4.1.2. Always present a helpful, positive and sincere attitude.
2.4.1.3. Remain outwardly calm.
2.4.1.4. If the caller is personally abusive to you, identify the caller and end the conversation quickly.
3. Screening calls and taking messages
3.1. Screening calls
3.1.1. a procedure used to determine who is calling and the purpose of the call.
3.1.2. When screening calls, find out who is calling.
3.2. Giving information
3.2.1. Do not reveal unnecessary or sensitive information to callers.
3.2.2. Offer to take message or assist the caller yourself if your manager not around.
3.2.3. Give the caller enough information to explain the person’s absence.
3.3. Taking messages
3.3.1. You must have a pad or printed message forms for recording telephone messages.
3.3.2. Make sure your handwriting is legible.
3.3.3. Each message should include the following.
3.3.3.1. The date and time of the call.
3.3.3.2. The name of the caller and the company.
3.3.3.3. The caller telephone number.
3.3.3.4. The details of the message.
3.3.3.5. Your name or initials.
3.3.4. Using a computer message offers these advantage.
3.3.4.1. Less time is needed to key a message.
3.3.4.2. The number of lost messages is reduced.
3.3.4.3. Printed message forms are not needed.
4. Making a favorable first impression
4.1. Voice
4.1.1. Tone
4.1.1.1. Tone is the changes in pitch used to emphasize words and get your meaning across to the listener.
4.1.1.2. Try to vary the tone of your voice to express feeling and emphasize ideas.
4.1.1.3. Avoid speaking in a very high-pitched voice.
4.1.2. Pace
4.1.2.1. Rate of speech can affect the ability of the listener to understand your message. If you speak too rapidly, listener may not hear the information.
4.1.2.2. When speaking too slowly, the listener may become bored, insulted, or inattentive.
4.1.3. Volume
4.1.3.1. Do not shout or speak to softly so that the listener cannot hear what you are saying.
4.1.3.2. Avoid using extremes in volume when speaking on the telephone.
4.2. Speaking skills
4.2.1. Pronunciation
4.2.1.1. Tips to improve pronunciation
4.2.1.1.1. pronounce words correctly and enunciate clearly
4.2.1.1.2. speak slowly, but not so slowly that you insult or annoy the caller.
4.2.1.1.3. if you are unsure of any pronunciation, look it up in your dictionary.
4.2.1.1.4. avoid long words, complicated phrases, or long sentences.
4.2.2. Grammar
4.2.2.1. Follow basic grammar standards.
4.2.2.2. Avoid use of slang or regional expressions that may not be widely known.
4.2.2.3. Always ask for an explanation if you do not understand.
4.2.3. Vocabulary
4.2.3.1. Improve your professional and personal vocabulary.
4.2.3.2. Learn words that will help you.
4.2.3.3. Avoid using trendy, slang expressions.
4.2.3.4. Learn some simple courtesy phrases.
4.2.3.5. Keep a list of basic phrases.
5. Incoming telephone calls
5.1. Answer promptly
5.1.1. answer all incoming calls promptly.
5.1.2. if possible answer the telephone after the first ring.
5.1.3. reach for a pen and notepad to take messages.
5.2. Identify yourself
5.2.1. inform the caller your name, company, department or office.
5.3. Conclude the call
5.3.1. the person who places the call is the one who ends the conversation and hang up first.
5.3.2. use the caller’s name if you want to end the conversation.
6. out going telephone calls
6.1. specialized long-distance calls. (Operator assisted calls
6.1.1. More expensive than dial directly.
6.1.2. Person to person and collect calls are types of special long-distance calls.
6.1.3. If the person not available you will not be charged for the call.
6.2. Long distance service
6.2.1. Factors
6.2.1.1. the time of day the call is placed
6.2.1.2. the type of calls end
6.2.1.3. the length of the conversation
6.2.2. Direct dial calls
6.2.2.1. Is known as station-to-station calls.
6.2.2.2. It is placed without assistance from an operator.
6.2.2.3. Charges for the calls begin immediately after the telephone is answered.
6.2.3. Prepaid phone cards
6.2.3.1. Card purchased in advance and used to pay for a certain number of minutes of phone use. The phone system will inform the amount of calling time remaining for the card.
6.2.4. Toll-free service
6.2.4.1. This discounted service applies to incoming calls only.
6.2.4.2. For toll-free numbers, users dial 800 or 888.
6.2.5. Rate plans and regulations for toll-free service plans vary widely.
6.3. Using directories
6.3.1. Electronic directories
6.3.1.1. You may call a directory assistance operator for help if you are unable to locate a telephone number.
6.3.1.2. Be prepared to supply the operator with information that is related to your number.
6.3.2. Directory assistance
6.3.2.1. Some sites provide telephone numbers for individuals and businesses.
6.3.2.2. Paper directories can also be accessed using a computer.
6.3.3. Personal company directories
6.3.3.1. Keep a personal directory of frequently used numbers.
6.3.3.2. Your company may also provide you with a directory of employees.
6.3.4. Local directories
6.3.4.1. White page
6.3.4.1.1. Lists in alphabetical order the names and telephone numbers of individuals or businesses, in local area.
6.3.4.2. Yellow page
6.3.4.2.1. Businesses are arrange according to the services they provide or the products they sell.