TELEPHONE HANDLING - STANDARD PHRASES

 The telephone is meant for bringing two people together not separating them.

 People use a telephone when they need help. You call for the same reason.

 The one question you need to ask yourself when you answer a call is, “Was I of any
help?”

 To an outsider you represent Ivy – The Unwind Island. Long before your guest has
come to visit you, he has received an impression of your organisation through you,
so your telephone handling can either project a good image or a bad image of your
organisation.

 Remember -- you are not talking to an instrument. You are talking to a person.

The only criterion to judge a good phone call is:

MAXIMUM HELP WITH MINIMUM PHONE TIME

Treat a phone ringing in your area like a person knocking on your door. Attend to it
immediately, just as you don’t keep your guests waiting indefinitely outside your door.

At different times we all play three roles on the phone:

1. CALLER -- He who makes the call...........….........................................A

2. CALLEE -- For whom the call is..............…..........................................B

3. RECEIVER -- He who answers the call (picks up the phone).…...........C

We have responsibilities under each role. The most responsible role is, perhaps, that of
the receiver, because once you have picked up the phone -- no one but you can
possibly help the caller.

A phone transaction initiated by you answering the call is doomed or saved only by
your telephone attitude. So the next time you pick up the phone, give it the best you
have.
 DO NOT LIFT THE RECEIVER OF A PHONE

WITHOUT A PEN AND PAPER HANDY

1. When the phone rings Good Morning, Ivy – The Unwind

Island, How may I help you?

2. When you don’t hear anything from the Repeat the above salutation twice
other end after your announcement. and disconnect

3. When the line is faint or distorted Repeat the above salutation twice
and disconnect.

Do not say ‘Hello, Hello’ as the party may

only hear your hello and not know if he
has got through to Ivy the Unwind Island.

4. When the caller re-clarifies, “Is it That’s right, Sir

Ivy - The Unwind Island?” How may I help you?

DO NOT PUT THE CALLER ON HOLD AFTER PICKING UP THE CALL. IT

CONVEYS LACK OF CARING IN THE FIRST 30 SECONDS AND LEAVES
A BAD TASTE.

5. If two calls come together Good Morning, Ivy - The Unwind

Island, kindly hold on.

Attend to the other call. Good Morning, Ivy - The Unwind

Island, kindly hold on.

Revert to the first call Sorry to keep you holding, Sir.

How may I help you?

Return to the second caller. Thank you for waiting, I can help
you now, Sir.

DO NOT PUT MORE THAN ONE CALL ON HOLD.

6. When the call is for you Good Morning, Sally speaking,

how may I help you, Sir/Ma’am ?

Don’t ask “Who’s speaking” unless

 you need it for passing on a
message, and certainly not at the
beginning.

7. When the call is for a callee AND HE IS PRESENT

a) If he is right next to you Kindly speak here, Sir OR Please

speak here, Sir, [No wait is
implied]

b) If he is in the next cabin/room or at Kindly hold on Ma’am. [8-10

the far end of the room seconds wait is implied]

We often we ask “Who’s speaking”

and don’t give the caller’s name to
the callee. So the callee has to ask
again. This is a waste of phone-
time.

c) If you are not aware of his exact Kindly hold on, Sir. Let me locate
location BUT you know he is him for you. [This prepares the
definitely present caller for a wait of up to 20-30
seconds]

8. When you are connecting calls:

To a secretary Connecting you to Mr. Madhok’s

office.

To the departmental extension Connecting you to Accounts.

9. When the extension is busy I am sorry the line is busy, Sir,

would you like to hold on ?

If the callee has an alternate extension. Kindly hold on, Sir.

If he accepts your offer and waits Switch to music. Kindly hold on, Sir.

Note - If it is an outstation call, you may intercept the call, if necessary.

After 20 seconds Sorry to have kept you waiting.

The line is still busy.

Can someone else help you, Sir?

OR
Would you like to hold on, Sir?

If he chooses to continue to wait: Switch to music. Kindly hold on, Sir.


Revert every 20 seconds, two
more times
If you get the line free after a
long wait
INFORM RECEIVER OF A LONG WAITING CALLER
10. He is present but in conversation with
a customer and cannot be disturbed.
phone call
Do not use the word ‘BUSY’. It conveys
that the callee does not have time for
the caller.
If you do not know when the meeting
will get over, it is your duty to call up
and inform.
If you know he will not take more than
a minute or two minutes (maximum)
11. If you have to ask for the name of the
callee because your boss needs to know
“May I speak to Mr Marfatia please?”
question. So,
is important as
caller’s question.
When callers give incomplete names
For eg. “This is Ramesh”
It is incorrect to attach a Mr, Mrs, etc.
to first names. So Mr. William is
incorrect, Mr. D’souza is correct.
When you receive the surname
here. please attach a Mr. / Mrs. to it.
OR
Would you like to hold on, Sir?
Kindly hold on, Sir
OR
Would you like to hold on, Sir?
The line is still busy.
Thank you for waiting, Sir.
I Can connect you now, Sir.
He is with a client, Sir /
He is attending to another
I am His assistant OR colleague OR
supervisor _______ (give name)
speaking, May I help you, Sir ?
OR
He is in a meeting which will get
over in __ minutes. I am his
assistant, _____ speaking, May I
help you, Sir ?
Would you like to hold on. Sir, he
shouldn’t take more than a minute
or two.
Certainly Sir. Who should/shall I say
is calling for him please ?
REMEMBER -- never reply to a
question with another
saying ‘Certainly Sir’
it answers the
May I have your last name, Sir?
Yes Mr. Khanna, please speak
 When in doubt use Ms. for ladies.

12. When the call is for the callee and he is Clarify if absent is :
ABSENT. Do not just say “He’s not in”
as it could imply many things. A) not in the office

B) not in the city

C) not in the country

D) if he is on leave and for what
period

a) If he is not at his desk, but is in I’m sorry, Sir, Mr.____ is not at his
the office premises and the desk. Would you like to speak to
callee’s assistant is present Ms.____, his assistant ?

b) If you hold a responsible post, I’m sorry, Sir, Mr. ______is not in
you can try the office, I am _______ (state
your designation), his colleague.
May I help you Sir?

c) If your offer of help is declined do not let it bother you as you know that the
caller wants to speak only to the callee. Make this possible by collecting at
least two things from the caller -- his name and his phone number.

Repeat numbers after the caller Very well, Sir if you leave your name
carefully. Ask for more than one and number, I will ask Ms. Willis to
number. If they are long distance call you back when she
returns. numbers clarify the country code, OR
city code area code. Also check Kindly give me your number, Sir,
when is the best time to call. and I will have Mr. Choksi return
your call.

d) If names are difficult Kindly spell your name for me, Sir,
so that I don’t make a
mistake while writing it down

If you cannot pronounce it Kindly guide me on the

pronunciation, Sir, I
don’t want to
get it wrong

e) Check sounds such as P,B, T,D, Is it P for Pune or B for Bombay,

S,F, N,M, K,G by asking etc.

f) If he leaves a common surname May I have your first name, Sir?

g) If he leaves his first name May I have your last name, Sir?
 h) Now that you have his name and COMBINE REPETITION
AND
number ASSURANCE -- Very well, Mr
Shetty, I will ask Mr.___ to
call you on 23886112 as soon
as he returns.

i) If the callee does not return in Kindly revert to the caller and advise
2 hours status- I’m sorry, Sir, Mr.____ has
not yet returned and you had
called for him at ____hrs.
Can someone else help
you ?
OR
As soon as he returns he will get
your name and number.

j) How to leave a message regarding 24.11.96

the caller’s name and number 1030 hrs.

Dear Mr. Gujral,

Mr. Bill Patton called re: sale of

Beer to Ivy. PCB at 3886112
up-to 1900 Hrs. & at
6122534 after
1900 Hrs.

Regards

Udayan.

13. IF THERE IS NO RESPONSE FROM AN IMPORTANT CUSTOMER CONTACT

AREA FOR OVER FIVE MINUTES INFORM A SENIOR PERSON IN YOUR
COMPANY.

14. ATTEND TO TRANSFERRING CALLS URGENTLY AS PEOPLE ARE

USUALLY MADE TO WAIT INTERMINABLY AND GET EASILY ANNOYED.

15. USE THE LANGUAGE THAT THE CALLER COMMUNICATES IN, IF

POSSIBLE. IF YOU ARE NOT FAMILIAR WITH THE LANGUAGE USED,
TAKE THE HELP OF A COLLEAGUE.

AT THE END DO NOT DISCONNECT UNLESS

THE CALLER DISCONNECTS. REMEMBER,
 YOU DID NOT START THIS CALL, YOU
CANNOT DISCONNECT IT.

PHRASES TO AVOID INSTEAD TRY

1. One sec, Just a minute Kindly hold on, Sir

2. Ya Yes Sir / That’s right, Sir

3. Sure, OK, Fine Yes Sir, Certainly Sir, Very

Well Sir, Right Away Sir

4. What ? What ? I beg your pardon, Sir

5. Who ? Kindly repeat your name, Sir

6. Hello Good Morning. May I help you ?

7. Why don’t you contact them directly ? Let me check for you, Sir. OR Let
OR I have no idea me find out for you, Sir.

8. Why don’t you call later ? If you leave your name and number,
we will call you back.

9. Who’s speaking ? OR Who’s that ? Who am I speaking with ? OR Who

should I say is calling, Sir ?

10. Your good name please ? May I have your name, please ?

11. He is not in his seat He is not in the office, Sir. May I

help you ?

12. Note -- You don’t have to shout if you I cannot hear you, Sir. Kindly speak
don’t hear clearly up please
 LASTLY -- KEEP YOUR CALM AND KEEP YOUR CHARM

ON THE PHONE LAST IMPRESSIONS ARE LASTING IMPRESSIONS