Telephonic Conversation
Posted by Samit - 03/03/10 at 05:03 am
Telephone Conversations :
The Telephone has served us all through most of the last century as a prime communication channel. Volumes can be said on this unique communication channel that has bridged the gap between the sender and the receiver drastically. SO telephone conversation occurs every instant between people of every sphere, in business and in social life. Here we look at some standard etiquettes while doing a business or formal communication.
The salient features while picking up an external phone call is :
1. Answer with your name and company name.Introduction nplays a vital role and also onclude the introduction with something like ” How may I help you “?”
2. Be courteous and responsive. Always Smile while you talk. Believe it or not, a smile has more ways to propagate to the other end of the line. It is very well communicated to the caller though he is not able to see you.
3. Be a very good listener.
Try to understand what the caller is looking for. In more cases than naught , he may not be able to express his requirements very clearly and it is upon the telephone receiver to try to understand what he really needs.This would help you to identify the callers needs, what he wants.
4. Place your calls on hold while you are searching for the information or stuck with something else.
Ask the caller if it is Ok for you to put him on hold.In case your search is turning out to be more than 90 seconds, pick up the line again and apologize to the caller before placing him on hold.
5. While transferring your call to someone else in your organization, inform your colleague of the caller’s name and reason for calling.This would help by not making the caller repeat the whole of what he has recently explained to you.
6. Never say that you do not know what he is talking about and that you cannot help him.
7. End the call with something like “Is there anything else I can help you with …”
This is the third part of a four part article on the basics of corporate communication.
The Other articles can be found through the links below:
Telephonic Conversation
http://myblogpartner.com/personal-development/2010/telephonic-conversation/
Email Communication
http://myblogpartner.com/personal-development/2010/email-communication/
Face to Face Communication
http://myblogpartner.com/personal-development/2010/face-to-face-communication/
Internal and External Communication
http://myblogpartner.com/personal-development/2009/internal-and-external-communication/
