Monday, 4 April 2016

Telephone Courtesies

With so much attention being placed on online communication, whether it’s via email and social media and instant messaging, it seems that conversing with your actual voice is a lost art. However, answering the telephone is still a big part of the experience for many businesses most especially like ours. Customers will call you and the conversation they have with you will shape their entire perception of our company.

In that note, I would like to share with you some telephone courtesies as fresh reminder for all of us.

A common question that we might want to ask - “Who should first hang up the call?”

If you want to know if you got the right answer, please read on!

  1. Identify yourself by announcing your name or the name of your department, instead of just "hello".
  2. Speak directly into the mouthpiece - one inch from your mouth - so that your voice will be clear and you can be understood. Speak clearly and enunciate your words.
  3. Use your hold button. Unless you cover both ends of the handset, your voice is still transmitted and you will be heard.
  4. Before you put a caller on hold, ask for permission to do so. Do not leave the phone for more than 1 minute.
  5. Speak with enthusiasm - smile into the receiver, because your voice will reflect your attitude.
  6. 55% of communication is non-verbal. For this reason, it is important to develop good listening and verbal skills to compensate for the lack of eye contact, facial expressions, and gestures.
  7. Use good grammar and diction; avoid slang. Gum chewing destroys good diction.
  8. Speak slowly enough to be easily understood.
  9. End the conversation with a definite "goodbye" or any other expression which leaves no doubt that the conversation is ended.
  10. Who should hang up first? Let the person calling hang up first.
Use respectful and considerate words and phrases, such as:
  • "I'm sorry."
  • "Thank you."
  • "Please."
  • "May I take a message?"
  • "Would you like to leave your number?"
  • "May I put you on hold?"
  • "I'm sorry to keep you waiting."
  • "He's away from his desk. May I have him return your call?"
Don't use words and phrases such as:
  • "Huh?"
  • "Yeah."
  • "I don't know where he is."
  • "She's at lunch. Call back later.
  • "He's not here."
  • "I don't know where he is or when he'll be back."

Marily Luat, has been with Alpha Data for the last eight years, assisting the Managing Director at Head Office and plays an instrumental role in administrative activities. Baking is her passion and in her free time, Marily loves to transform her experiences into writing. Marily is best described by her friends as “an extreme girl with a positive soul”.