Answer calls promptly
There are four things to remember when answering the telephone.
What are
1) Greet the caller
2) Identify the company
3) State your name
4) Show willingness to assist.
Telephone directory, search workplace database, Google, directory assistance.
What are ways of obtaining correct telephone numbers?
Write legibly
Include your name or initials
Include caller details
What is taking a message?
The feature that allows you to place a caller on hold and accept another call.
What is call waiting?
Have the correct phone number
Plan what you are doing to say
What is making a phone call?
Three things the customer can legitimately use the phone to do.
What are to 1)make reservations, 2)order stock 3)seek information about products and services?
Date and time of the call
Who placed the call
Who the call was to and who was spoken to
Reason for the call.
What are details to record in the call log?
Ask the caller to do this, then listen for the answer and act accordingly. Return to calls every 30 seconds
What is place a caller on hold?
Feature that allows you to pause a call while you do something else.
What is hold?
Every time you use the company's telephone, you are doing this.
What is conducting business for the company? (What is avoiding personal calls?)
Failure to answer the telephone promptly and correctly can result in these.
What are 1)loss of jobs, 2)Customers who are difficult to deal with 3)Poor or reduced business image ?
Always say ‘please’ and 'thank you'
Mention appreciation of special effort the other person has made
Talk directly into the phone or headpiece/mouthpiece
Thank callers for their call
What always be polite and courteous?
Keep calm and try to keep the person on the call for as long as possible
Report the matter to your supervisor / security team
Try to get as much information as possible
What is handing threatening and suspicious calls?
This feature allows you to see the caller's telephone number
What is caller ID?
Thank the caller for holding.
What is retrieve a call that was on hold?
The set of rules or manners that must be adhered to when answering the phone.
What is telephone etiquette?
Identifying the parts and components of the system
Learning how to answer a call
Learning how to place a call on hold
Learning how to transfer a call
What is use telephone equipment correctly?
Apologize for having to do this if necessary. Introduce the caller to whom he / she wishes to speak.
What is a transfer a call?
This feature allows you place a caller on hold then direct the call to someone else without having to redial
What is call transfer or call forward?
Determine whether someone may have additional needs by asking questions.
What is promoting products and services?
An acronym that can be used to remember how to answer the phone.
What is GINS?
State your name
Identify the business you represent
Advise them of the reason for your call.
What is procedure for making a call?
Excuse yourself from the caller you are talking to
Answer the other incoming call and process it in some way, quickly
Go back to the original caller, apologise for the interruption and continue to focus on that call.
What is interrupting one call to take another?
This feature allows you to set up a call with four or more persons at once.
What is conference call?
Greeting
Identify company
State your name
Show willingness to assist
What is the procedure for answering a telephone call?