Here are the basic rules for talking on the phone. First, prepare for the conversation, think about what you are going to talk about. If necessary, write down everything on a sheet of paper. Consider in advance everything you want to say in order not to call back several times. Secondly, introduce yourself correctly: first say hello, then give your name and position, and finally ask the person you want to talk to the telephone.
“Hello, this is Ivan the Terrible from the company Horrible and K. I call Ms. Vsemilnaya about the spring conference. Could you call her? ”
If Ms. Omnipotent is in the workplace, she will be given a handset. When she comes to the phone, repeat your name, title, reason for the call and specify the time it takes to talk.
“Hello, Madam Omnipotent. This is Ivan the Terrible from the Company Horrible and K. I call you about the spring conference in Baden-Baden. We need about ten minutes to discuss the advertising strategy. ”
That's enough: you said who you are and what you need.Now it's up to you to talk.
If the person you need is not on the spot, leave your name and phone number on the answering machine or secretary, specify the time when you can be caught on this phone, and briefly describe the essence of your business.
Once the discussion of all questions is completed, end the conversation as politely and quickly as possible. If you are familiar with the interlocutor, you can ask a few personal questions: "How is your mom's health?" Or "How is your son at school?"
Here are some helpful tips.
Be patient, let the other person finish your thought.
Listen to the interlocutor.
Speak so that you understand correctly.
Do not sneeze, do not blow your nose, do not snort, do not yawn, and do not cough into the handset.
Do not use a telephone conversation to clean up the table.
Do not eat or drink during a conversation.
Answer a phone call
In many companies, there are ready-made wording answers to calls. Some organizations use autoresponders. It doesn’t matter what your company does, the main thing to remember is that the client gets the first impression from the company during the first phone call.Make it look good! Introduce yourself, tell the name of the company and ask what you can help. Answer the questions. If necessary, connect the caller with a more experienced employee.
"Good morning, Medium Incorporated, Anton Muller on the phone."
Simply, briefly and informatively. Speak friendly, polite and interested, and you will immediately set the right tone for the whole conversation.
When removing the handset, follow these rules.
Forget everything you did before the call. Speak clearly, distinctly and to the point. Be polite.
A request to wait can upset the caller, so do not ask for it unless absolutely necessary. If there is no other way out, politely say: “Could you wait a minute? Now I will find this information. ” This is much better than the rude "Wait!" Remember, the person is waiting, and from time to time inform him about the progress in the search.
If the caller needs to be connected with another employee, call the caller's name and phone number of this employee. If the connection is interrupted, the caller will then be able to directly contact those who need it.
Useful tips for every day, call filtering is a very delicate matter.The response of the caller to the secretary’s message about the absence of Mr. Director at the workplace can vary from insult to aggression. Good managers provide their secretaries and assistants with call filtering rules and a list of ready-made phrases for all occasions. If your boss has not given you the appropriate instructions, ask them yourself.
If you are a manager, tell the secretary when you should not be disturbed and when you are waiting for important calls. Explain how to deal with the rest of the calls and ask the secretary or assistant to invite the callers to leave messages.