TELEPHONE USE

1. LISTINING

1.1. Listen closely, don’t interrupt the caller and don’t rush him or her during the call.

2. PREFERENCES OF YOUR BOSS

2.1. 1-Screening the calls. 2-telling your boss the identity of the caller before making the connection 3-The action you should take when the caller refuses to identify themselves…

3. Placing calls

3.1. 1-The executives place their own calls especially when the person being called is in the office

3.2. 2-if you are a secretary to a vice president you should ask the vice president to pick up the phone before the secretary has the vice president come on the line

3.3. 3-give a complete identification of yourself if the other party doesn’t know who you are, and explain the reason of calling

4. Answering calls

4.1. 1-Calls from within the organization

4.2. 2-Calls from outside of the organization

4.3. 3-long-distance calls

4.4. 4-answering a second telephone

4.5. 5-local calls

4.6. 6-Answering for someone else

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6. TELEPHONE PERSONALITY

6.1. You are always creating an image of you and your company while you're using the telephone

7. PLANNING THE CALL

7.1. Planning the calls creates good results such as : saving time and money and eliminating the follow up calls