Telephone courtesy

Every time you make or receive telephone calls at work, you are representing your company. The impression you create usually is a lasting one, so you'll want to make sure your voice and manners always show you at your best.

In a retail environment or in a service organization, you want a voice that speaks well for you. Telephone courtesy can make a difference between satisfied customers who will return time after time, and dissatisfied customers who'll take their business elsewhere.

Use telephone courtesy in your phrases. Some phrases are better than others; here are some suggestions:

This is better than this:
Would you repeat your name, please?	What name did you say?
Would you spell that, please?	What? Speak louder, I can't hear you.
I'm sorry, I didn't get that.	I can't understand what you are trying to say.
Thank you, I'll check for you.	OK. Let me see if I can find out about it from someone.
Yes, Mrs Anthony, I'll be happy to do that for you.	All right. I'll do what I can about it.
It will take a minute or so.	I'll see what I can do.
Would you like for me to call you back?	Hold it.
Thank you for waiting. I have that information now.	You are out of luck. I can't find it.
Can you recall the name of the person you spoke with?	I don't know who would have told you that.
I'm sorry. Mr Beard is away from the store. May I help you?	He's still out to lunch. I don't know when he'll get back.
Thank you for calling, Mr Dunn.	OK. So long.
I was glad to have been able to help.	That's OK. Bye bye.
You are welcome, Ms Green. Good- bye.	All right. Bye.

SUBJECT 6: HOW TO AVOID PLAYING PHONE TAG

¨ Pre-Reading Questions

1. What is meant by "playing phone tag"?

2. How to avoid inefficient phone practices? Is it really possible?

Дата добавления: 2015-09-04