TELEPHONE COURTESY

February 2013
 OBJECTIVES
 PENGGUNAAN TELEPHONE SECARA EFEKTIF
 MENJAWAB TELEPHONE SECARA PROPER
 STANDARD ANSWERING
TELEPHONE CALL
 , within 3 rings
 If answered more Answer the telephone
promptlythan 3 rings an apology should be made:
“Sorry to keep you waiting,sheila speaking how
may I assist you?”
 Speak clearly & put a friendly smile in your voice.
 Identify your company, your department &
yourself.
 Offer assistance.
 Listen to Caller carefully, focus on the points.
 STANDARD GREETING
 External call must be answered:
“Senopati Suites, this is…., how may I assist
you?”
 Internal call must be answered:
“Main Lobby, this is….., how may I
assist you?”
 Video Phone must be answered:
“TRO, this is….. how may I assist
you?”
 TRANSFERRING TELEPHONE
CALL
 Greeting

 Identify the caller (unless you are instructed not to):

“May I know who’s calling, please?”

 Ensure the person whom caller wants to speak to is available

 Before transferring the call, a verbal acknowledgement must be given:

“Bu/Pak, this is…... I have Mrs……, secretary of Owner … on the line, she wants to ask about the
payment status of...”

 Transferring calls to the correct extension:

“Certainly sir/madam (if we know the name, mention the name), I’ll transfer your call
to…”

 Always ask if you could put the caller on hold & wait for the answer:
“Would you mind holding the line for a moment, please?”
“May I put you on hold for a moment?”
“One moment, please.”

 Getting back to the caller (after holding the line):

“I’m sorry to keep you waiting, sir/madam…”
“Thank you for waiting, sir/madam…”
ANSWERING A TRANSFER-CALL
 Use the given name (caller’s)
 Reconfirming the reason of the call
 Asked a closed question.
“Good morning Mr Michel, Sthira speaking. I
understand that you would like to know about
our apartment price, is that correct?”
HOW TO HOLD THE LINE WHEN
YOU ARE FACING A GUEST
 Ask caller to hold the conversation politely
 Ask the guest what is their purpose
 Take note for what the guest mentioned
 Minimize the conversation & get back to
caller immediately
 Apologize to make them waiting & call
back if necessary
 TAKING MESSAGE
 Obtain the following:
To whom the message for.
Name of the caller, company & contact telephone number.
The exact message
 Write down also:
Date & Time message received.
Name/initial of the person taking the message
 Repeat details to the caller to ensure all
information taken is correct.
 Message must be delivered to the recipient
within 15 minutes
 ENDING THE CALL
 Thank the caller.
 Wish the caller a pleasant day after the
conversation.
 Always let the caller hang up first
 Hang up the telephone gently.
 TIPS—If you come across the
following situation:
 THE ANGRY, RUDE/UPSET CALLER:
▪Remain calm, polite & listen patiently.
▪Acknowledge the caller’s concern.
 TIPS—If you come across the
following situation:
 THE ANGRY, RUDE/UPSET CALLER:
▪Remain calm, polite & listen patiently.
▪Acknowledge the caller’s concern.
 TIPS—If you come across the
following situation:
 THE TALKATIVE CALLER:
▪Keep your answer short but pleasant &
keep smiling.
▪Avoid using to many open question.
 TIPS—If you come across the
following situation:
THE HARD TO UNDERSTAND CALLER:
Politely ask the caller to repeat his/her
request either slower/louder, depending
on the necessity:
“I’m sorry/Pardon me I can hardly hear your
voice,
could you speak up a little, please.”
“I’m sorry the line is breaking up, could
you say that again…”
ROLE PLAYS