CHAPTER 4 : EFFECTIVE TELEPHONE COMMUNICATIONS

1. Screening calls and taking massages

1.1. Screening calls

1.2. Giving information

1.3. Taking massages

1.3.1. 1. Each message should include the following

1.3.2. 2. Using a computer message offers these advantage

2. Making favourable first impression

2.1. Voice

2.1.1. 1. Tone

2.1.2. 2. Pace

2.1.3. 3. Volume

2.2. Speaking Skills

2.2.1. 1. Grammar

2.2.2. 2. Vocabulary

2.2.3. 3. Pronunciation

3. Planning calls

3.1. Personal telephone calls

3.2. Calls on mobiles phone

3.3. Conference skills

3.3.1. 1. Procedures during the calls

3.3.2. 2. Planning a conference call

3.4. Time zones

4. Incoming telephone calls

4.1. 1. Answer promptly

4.2. 2. Identify yourself

4.3. 3. Conclude the call

5. Outgoing telephone calls

5.1. 1. Long distance service

5.1.1. 1. Factors

5.1.2. 2. Direct dial calls

5.1.3. 3. Prepaid phone card

5.1.4. 4. Toll-free service

5.1.5. 5. Rate plans and regulations for toll free services plans vary widely

5.2. 2. Using directions

5.2.1. 1. Electronic directories

5.2.2. 2. Directory assistance

5.2.3. 3. Personal company directories

5.2.4. 4. Local directories

5.2.4.1. - White page

5.2.4.2. - Yellow page

5.3. 3. Operator’ assisted calls

6. Assisting calls

6.1. Placing a caller on hold

6.2. Transferring calls

6.3. Handling difficult callers

6.4. Handing a disconnected calls