TELEPHONE SKILLS

PRESENTED BY,
SABEEHA NAZAR
Telephones are devices that allow the user to
communicate messages across lines electronically. Once
can easily communicate with those both nearby and far
away using the telephone by simply dialing a specially
designated number. The word telephone comes from
two Greek words meaning “far” and “sound.”
Slide Title
• Make Effective Presentations
• Using Awesome Backgrounds
• Engage your Audience
• Capture Audience Attention
PHONE CALL IMPRESSION

• The person on call forms a mental PICTURE of you.

P-PITCH
I-INFLECTION
C-COURTESY
T-TONE
U-UNDERSTANDING
R-RATE
E-ENUNCIATION
TAKING/RECEIVING A CALL
• You may need to use these if you are answering
someone else’s phone, because they are unable to
answer it themselves, or if you are answering an
office phone.
FORMAL
‘Hello, this is …………. Speaking’
‘…………,how may I help you?’

INFORMAL
‘Hello, John’s phone.’
‘I would like to make a reservation please?’
‘Could you put me through to extension
number ………..please?’

INFORMAL
‘Who’s calling please?
‘Who’s speaking?’
‘Who is it?’
 ASKING FOR MORE
INFORMATION/MAKING A REQUEST

• If you need to ask for a specific person, then phrase

your request as a polite question, if you only have an
extension number and no name, you can say so. If you
are calling for a specific reason, just explain briefly
what it is.
FORMAL
‘May I ask who’s calling please?’
‘Can I ask whom I am speaking to please?’
‘Where are you calling from?’
‘Could I speak to someone who………?’
LEAVING/TAKING A MESSAGE

• If the person you’re calling is not available, be prepared

to leave a message. This could be a voicemail, (which
is digital voice recording system), or an answering
machine (this records messages on to a tape). If you’re
leaving a messages with another person, they’ll either
ask if you want to leave a message, or you could
request to leave a message with them. Be sure to leave
your number, if you want the other person to call you
back!
FORMAL
‘Can I take your name and number please?’
‘Can I leave a message please?’
‘Could you please ask………….to call me back?’
‘Could you spell that for me please?’
‘Can I just check the spelling of that please?’
INFORMAL
‘I’ll ask him to ring you when……..gets back’
‘Could you tell………that I called please?’
‘I’ll let ………know that you rang’
 TALKING ON THE PHONE FOR
BUSINESS

1. Answer the phone within 2 to 3 rings if you are

receiving a call.

2. Greet the caller by their professional title.

3. Identify yourself properly if you are making the call.

4. Use professional language

5. Ask to put the person on hold if you have to.

6. Be patient and as helpful as possible.

7. Leave concise voicemail messages.

8. Ask for the necessary information if taking a message.

 TELEPHONE SKILLS

1. Telephone Responsibility
It is important to identify and clarify whose role it is
to answer the phone to avoid confusion.

2. The Greeting
It is much more than a ‘hello’ or ‘good morning’. Use
your greeting to warmly welcome existing and
potential customers to your business.
3. Telephone Etiquettee
It’s not so much “what you say”, but “how you say it.”
that truly matters to your customers.

4. Leaving And Taking Messages

Identify what an appropriate message is to leave for a
customer, as well as, how to gather all the necessary
information when taking a message for other
employees.
5. Handling Tough Questions
Recognize how much information is okay to provide
and when it is time to seek the assistance of a more
seasoned employee.
THANK YOU!!!