BASIC TELEPHONE BASIC TELEPHONE SKILLSSKILLS
Prior to Answering the Telephone
Be prepared pen and paper telephone extension
list Avoid chewing, eating,
drinking or smoking Use correct posture
Be prepared pen and paper telephone extension
list Avoid chewing, eating,
drinking or smoking Use correct posture
Answering the Telephone
Provide a greeting “Good Morning” “Good Afternoon” “Good Evening”
Provide a greeting “Good Morning” “Good Afternoon” “Good Evening”
Answering the Telephone
Identify the department Operation Center Medical Department Front Desk
Identify the department Operation Center Medical Department Front Desk
Answering the Telephone
Identify yourself “Capt Yılmaz” “Sgt Budak” “Dr. Davulcu”
Identify yourself “Capt Yılmaz” “Sgt Budak” “Dr. Davulcu”
Answering the Telephone
Offer assistance “How May I Help/Assist You?”
Offer assistance “How May I Help/Assist You?”
DON’T HESITATE TO
ask more explanation ask the caller to slow down ask the meaning of an abbreviation ask the caller to repeat again
ask more explanation ask the caller to slow down ask the meaning of an abbreviation ask the caller to repeat again
Transferring or Placing Calls on Hold
Always ask if you can put the person on hold and wait for the answer
Maj Ertan, Sgt Yıldız is busy, May I please place your call on hold?
Always ask if you can put the person on hold and wait for the answer
Maj Ertan, Sgt Yıldız is busy, May I please place your call on hold?
Taking Messages
Message for… Name and title of caller Company/Department name Telephone number Time and date of call Message
Message for… Name and title of caller Company/Department name Telephone number Time and date of call Message
Ending the Call
End the conversation on a positive note Thank the caller Use the caller’s name
End the conversation on a positive note Thank the caller Use the caller’s name
Ending the Call
“Thank you for calling Colonel, goodbye.”
“Goodbye Mr KhanMa’am and thank you for calling.”
“Thank you for calling Colonel, goodbye.”
“Goodbye Mr KhanMa’am and thank you for calling.”
THANK YOU !