In this blog, we will discuss one of the important aspects of the business which is telephone handling. There are various calls received in a single day. Some examples are as below:
- A caller may call for the general enquiry.
- Call for sales.
- Sharing feedback.
- Business opportunity and so on.
After reading this blog, you will be able to:
- Handle the telephone calls in an effective manner.
- Place a call on hold in the right way.
- Effectively transfer the call.
- Take messages accurately.
Before answering the calls:
- Make sure that the desk is clean and well organized.
- Be prepared all the time. Keep pen and writing pad handy.
- Clearly printed telephone extension list should be available at the desk all the time.
Opening the call.
- Do not chew anything while on a call.
- Pick up the phone within three rings.
- Always wear a smile and trust me it will reflect in your voice.
- Greet the caller as per the standard operating procedure of the company.
- Identify yourself, if it is in the standard operating procedure.
- Offer the assistance.
Some examples of call opening are written below:
While attending an external call.
"Good Morning, XYZ company, This is Y, how may I assist you."
"Thank you for calling XYZ company. How may I assist you."
While attending an inter-departmental call.
"Good Morning, Front Desk, Y speaking, how may I assist you."
"Good Morning, Front Desk, Y speaking."
Note: Many companies have standard phraseologies, follow them.
Placing a call on hold.
In case you need to check the details then place the call on hold. Below points are to be considered when placing a call on hold:- Take permission from the caller and tell the reason for doing so.
- Also, inform the amount of time it will take.
"Mr. D, may I place your call on hold for a minute while I check the details."
In case it will take longer than a minute return to the caller and inform him/her as per below:
- Thank the caller for his patience.
- Increase the hold time taking his permission and explain the reason too.
"Thank you for your patience Mr. D, the extension number for Mr. X is busy. May I place you call on hold again for a minute or shall I ask Mr. X to call you back."
Note down the details carefully.
Transfering the Call.
In case, the call has to be transferred to someone else inform the same to the caller.Inform him/her:
- why you are transferring the call and who is the concerned person.
- Also, inform the concerned person who is on the line and what he/she wants.
Below is an example to understand the process better:
The phone rings at the operator desk of the hotel.Operator: Good Morning, ABC hotel, This is James. How may I assist you?
Caller: My name is Mike Brown. I want to amend my reservation.
Operator: Certainly, Mr. Brown. May I place your call on hold for a minute while I transfer your call to reservations department.
Caller: Yes.
Operator dials the reservation number and talks to the reservation department.
John: Good Morning, John
Operator: John, this is James. I have Mr. Brown on the line who wants to amend his reservation.
Operator transfers the call.
John to the caller: Thank you for your patience, Mr. Brown. This is John. I understand that you want to make the amendments to your reservation.
Caller: Yes
This is a simple example. However, there are many calls that telephone operator handles. Calls and situation may differ during the calls.
Taking Message
It is a simple yet crucial process. Understand what caller wants.
If you have message slip it will probably have following details:
Date and Time of Call.
Callers Name.
Message for.
Telephone Number.
Message.
After, taking down the message re-confirm it with the caller.
Ending the call
- Thank the caller.
- Ask if there is anything else you could assist with.
- Finally, add a positive note and disconnect using the finger so that you don't sound banging the phone.
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