Chapter 4: Effective Telephone Communication
создатель Nur Liyana Irdiana
1. Planning skills
1.1. Personal telephone call
1.2. Calls on mobile phone
1.3. Conferences skills
1.3.1. 1. Procedure during the calls
1.3.2. 2. Planing a conference calls
2. Assisting calls
2.1. 1. Placing a caller on hold
2.2. 2. Transferring call
2.3. 3. Handing a difficult callers
2.4. 4. Handing a disconnected calls
3. Incoming telephone calls
3.1. 1. Answer promptly
3.2. 2. Identify yourself
3.3. 3. Conclude the call
4. Making first impression
4.1. Voice
4.1.1. 1. Tone
4.1.2. 2. Pace
4.1.3. 3. Volume
4.2. Speaking skills
4.2.1. 1. Grammar
4.2.2. 2. Vocabulary
4.2.3. 3. Pronunciation
5. Screening calls and taking a message
5.1. Screening calls
5.2. Giving information
5.3. Taking message
5.3.1. 1. Each message should include the following
5.3.2. 2. Using a computer message offers these advantage
6. Outgoing telephone calls
6.1. 1. Using directories
6.1.1. 1. Local directories
6.1.1.1. Yellow page
6.1.1.2. White page
6.1.2. 2. Directory assistance
6.1.3. 3. Personal company directories
6.1.4. 4. Electronic directories
6.2. 2. Operated assisted calls
6.3. 3. Long distance service
6.3.1. 1. Factors
6.3.2. 2. Direct dial calls
6.3.3. 3. Rate plans and regulations for toll free service plans vary widely
6.3.4. 4. Prepaid phone card