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 !