WORK IMMERSION

TELEPHONE CONVERSATION

Telephone conversation is an exchange of information between two persons over the telephone.
This is not a face-to-face conversation rather a person-to-person conversation where nobody sees others
but hears each other and interacts instantly. (Business Communication)

How to Make Effective Telephone Calls

• Make the call at an appropriate time. 9.00 a.m to 5.00 p.m is appropriate time for office
• Make sure about the number and dial it correctly.
• Give the call receiver enough time to answer the call, up to ten rings.
• Smile and provide details about your identity like name, company, department, etc.
• Identify clearly the person you want to talk to.
• Share greetings and provide the reason of your calling.
• Be careful and courteous when delivering the message, and try to be sure that the receiver
understands you.
• Be patient when calling with a problem. You are to explain the reason several times to make
your counterpart understand the difficulty.
• Give complete information to your listener if you want him call you back.
• If you do not reach the intended person and you want to receive a returned call, leave a
complete message including your name, number, organization, etc.
• Make sense when you are to end the conversation. Do not forget to offer “Thanks” and “Good-
bye” at the end of the call.
• Be considerate of others who may share your phone.

TELEPHONE ETIQUETTE
- implies the manners of using Telephone communication including the way you represent your
Business and yourself, greeting the receiver, the tone of voice, the choice of words, listening
skills, the closure to the call, etc.
-

IMPORTANCE OF TELEPHONE ETIQUETTE

Telephone etiquette is essential when you communicate on the Telephone. The customer analyses you
and your Business according to your communication.
 1. Professionalism

Communicating with Telephone manners always shows your professionalism. It makes the
customers believe that their work is in good and safe hands. Most likely they would repeat the
deal.

2. Impression

The impression that you create on Telephone communication has a lasting effect. The
Telephone etiquette you follow makes the receiver feel respected.

3. Loyalty and Trust

Telephone etiquette builds the trust of your potential customers. It makes them loyal to you and
purchases the products and services from you frequently.

4. Customer Satisfaction

When the customers get satisfied with the Telephone conversation, they are sure that their
needs and requirements will be satisfied in-person also. It gives them a consistent and well-
rounded experience.

TELEPHONE ETIQUETTE ELEMENTS

The way you greet your caller must be warm and pleasant. The call should get a feel that you are
alert and attentive to his call. The cheerful and positive greeting will get back the same
enthusiasm. Start with a proper salutation, thank you for calling, a brief introduction of yourself
and the Business and then enquire about the reason for calling.

2. Body Language

Gestures, facial expressions, body language also have an impact while you communicate on the
Telephone. While you talk on the phone, a cheerful voice and a bright tone give the feeling to
the receiver that you are relaxed and at ease. Thus, body language has its communication even
when you talk on the phone. Professional body language gives a good impression.

3. The Tone of Voice

The attitude on the phone gives customers opinions about your Business. Also, the attitude is
conveyed through the tone you adopt to talk. The tone of your voice should be confident as well
as respectful towards the caller. A pleasant pitch of voice gives a sweet note to the ears.

4. Tact

Sometimes it becomes inadvertent to inform unpleasant, upsetting and sensitive information on

An important point that office phone etiquette considers is active listening. You should provide
undivided attention to your caller with the least possible disturbances. It gives the impression
that you care about the customer and his needs.

6. Appropriate Closing

While bidding goodbye, always thank your customer and ensure that all that he wants to convey
is completed. This ensures the customer that your Business is a customer-driven one. Also, try
that the customer hangs up the call. This ensures there are no accidental hang-ups.

TELEPHONE CONVERSATION ETIQUETTES AND SPIELS

Answering Calls

• Try to answer the phone within three rings. Answering a phone too fast can catch the caller off
guard and waiting too long can make the caller angry.
• Answer with a friendly greeting. (Example – “Good Afternoon, Pililla Fire Station, Edrick
speaking, how may I help you?”).
• Smile – it shows, even through the phone lines; speak in a pleasant tone of voice – the caller will
appreciate it.
• Ask the caller for their name, even if their name is not necessary for the call. This shows you
have taken an interest in them.
• If the caller has reached a wrong number, be courteous. Sometimes a caller is transferred all
over the establishment with a simple question and the caller gets frustrated. If possible, take the
time to find out where they should be calling/to whom they should be speaking.
• Use the hold button when leaving a line so that the caller does not accidentally overhear
conversations being held nearby.
• When you are out of the office or away from your desk for more than a few minutes, forward
your phone to voicemail.

Making Calls

• When you call someone and they answer the phone, do not say “Who am I speaking with?”
without first identifying yourself: (Example – “This is Gio from Pililla Fire Station. To whom am I
speaking?”)
• Always know and state the purpose of the communication.
• When you reach a wrong number, don’t argue with the person who answered the call or keep
them on the line. Say: “I’m sorry, I must have called the wrong number. Please excuse the
interruption. “And then hang up.
• If you told a person you would call at a certain time, call them as you promised. If you need to
delay the conversation, call to postpone it, but do not make the other person wait around for
your call.
 • If you don’t leave a number/message for someone to call you back, don’t become angry if they
are not available when you call again.

Placing Calls on Hold

• When putting a caller on hold, always ask permission. Examples: “Would you mind holding while
I check?” or “Can you hold briefly while I see Mr. Golla is available?” When taking a caller off of
hold, always thank them for holding.
• Sometimes you may have other lines ringing too. Remember to write down the names of callers
holding so you avoid asking who the caller is holding for more than once.

Transferring Calls

• If the caller needs to speak to another person or department, transfer the caller directly to the
desired person’s extension rather than the operator. This will save the caller having to explain
his/her requests another time, and it will cut the number of times the caller needs to be
transferred.
• When transferring a caller, tell them who you are transferring them to, and announce the caller
to the person you are transferring them to.
• If the called party does not wish to take the call, return to the caller (Example – “He/she is out of
the office, may I take a message or would you like his/her voicemail?”)

Taking Messages

• Be prepared with pen and message slip When you answer the phone.
• When taking messages be sure to ask for:
o Caller’s name (asking the caller for correct spelling.)
o Caller’s phone number.
o From what office, establishments or department.
• Repeat the message to the caller.
• Be sure to fill in the date, time, and your initials.
• Place the message slip in the called party’s inbox or in a conspicuous place in their office, such as
their chair.
• Don’t forget that you can transfer them to voicemail instead of taking a paper message, but
don’t forget ask, “Would you like me to transfer you to his/her voicemail. Always ask first.
• Ending Conversations There are several ways that you can end a long phone call without making
up a story surrounding rude:
• Leave the conversation open, and let the other party end the conversation.
• Promise to finish your discussion at another time.
• End on a “up” note.
• Tell the person how much you’ve enjoyed speaking with him/her.
• Before hanging up, be sure that you have answered all the caller’s questions
• Always end with a pleasantry such as: “Have a nice day” or” It was nice speaking with you
“