NGHIỆP VỤ VĂN PHÒNG

Chapter 8: TELEPHONING SKILLS

Learning objectives

• Upon the completion of Chapter 8, students will be able to:

1/ identify telephoning etiquette or courtesy rules in telephoning

2/ practice telephoning skills through some common situations

at the workplace (taking and leaving messages, setting up
appointments and dealing with customer complaints)
TELEPHONING ETIQUETTE/ COURTESY RULES IN TELEPHONING

1. Answer the phone promptly

2. Use a pleasant greeting and tone
3. Use the caller’s name
4. Use clear, positive language (no slang)
5. Avoid jargon
6. Vary your tone
7. Don’t speak too fast or garble
8. Stay focused, avoid distractions
9. Listen attentively | don’t interrupt
10. Repeat information back
11. Be specific and helpful
12. Acknowledge transfer requests
13. Allow callers to speak before placing them on hold
14. Take charge of situations
dealing with someone whose English is not clear enough or
who speaks another foreign language
SITUATION 1: TAKING AND LEAVING MESSAGES
When taking messages, kindly take notes of the following

- name of person being called

- date and time of call
- caller’s name and spelling
- caller’s organization
- caller’s telephone number
- brief message
- your name and initials
- repeat the message
- names
- and numbers back
PRACTICE 01

You receive the phone call for the manager of Marketing

Department who has been busy with his meeting with
the BOD since the morning. As a professional and well-
trained receptionist, you take important notes from the
caller and confirm the information.
SITUATION 2: SETTING UP APPOINTMENTS
SITUATION 2: SETTING UP APPOINTMENTS (Cont.)
PRACTICE 02

You receive the phone call from Mr. Tamuka to Mr. Samuel.
Mr. Tamuka wants to arrange a formal meeting with Mr.
Samuel about some adjustments he wishes to make to the
contract. As a well-trained secretary, you help arrange the
meeting after reviewing Mr. Samuel’s work schedule. Then
confirm the appointment as agreed.
SITUATION 3: DEALING WITH CUSTOMER COMPLAINTS
SITUATION 3: DEALING WITH CUSTOMER COMPLAINTS

Handle dissatisfied callers

- Listen carefully
- Empathize
- Solve the problem
- Follow up

Offer a specific time for the resolution

PRACTICE 03

You receive the phone call from one of the clients who
has a problem with his order. After listening to his
statement of the problem, you give a specific suggestion
to him/ her for references. Then follow up if he/ she
thinks highly of this suggestion.