Telephoning (Making and receiving telephone calls)

In this chapter you will learn how to make a good impression over the telephone by being polite, professional and clear in your conversations, Telephone etiquette in a business environment is different to informal conversations that you might have with your friends or family. There are certain ways in which you should approach these types of exchanges given that the person you are talking to cannot see you. You are therefore relying solely on creating a good impression using your voice, so the way that you speak and the words that you use are very important. A useful tip is to slow down when you speak which makes you clearer. You will notice that people have their own telephone styles and tend to answer the telephone in different ways. Some people simply say their names, others say ‘Hello’ and front of house personnel, such as receptionists or other telephone operators will often say the company’s name.

MAKING A CALL

            The following examples are all ways to introduce yourself over the name of the person you’re trying to contanct and the size of the company (if known). It’s best to ask for the person to whom you wish to speak first, and then give your own name and the name of the company you’re calling from. If you give your name first, you will often be asked for it again before the telephonist transfers your call to the person you want to speak to.

CONTACTING SOMEBODY

If you don’t know the name of the person you’re tyring to contact :

Julia : “Hello, is it possible to speak to someone in your marketing department please? My name is Julia Brown and I’m calling from ABC Commercial.”

If you know the name of the person and it’s a very large company :

Julia : “Hello, It’s Julia Brown rom ABC Commercial here. May I speak to Tom Richards in the procurement department please?”

Or :

Receptionist : “Good afternoon. Evergreen Limited.”

Julia : “Good afternoon, is it possible to speak to Tom Richards, please? My name’s Julia Brown and I’m calling from ABC Commercial.”

WAITING ON HOLD OR LEAVING A MESSAGE

Receptionist : “I’m sorry, he’s on the phone at the moment.”

Julia : “Can I hold for him please?”

Receptionist : “Certainly, but I’m not sure how long he’s going to be. Can I take a message or would you still like to hold?

Julia : “I’d like to hold, please.”

[One minute passes]

Receptionist : “He’s still on the other line. Is there anybody else in that department who could help you?”

Julia : “No, it was Tom I needed to speak to.”

Receptionist : “Can I take a message or would you like to be put through to his voice mail?”

Julia : “Could you please ask him to call me back when he gets a moment?”

Receptionist : “Of course. Sorry, can I ask who’s calling again?”

Julia ; “Julia Brown, from ABC Commercial.”

Receptionist : “Thank you. What’s you number ?”

Julia : “It’s 0207 946 2182.”

Receptionist : “Sorry, could you repeat that please ?”

Julia : “0207 946 2182”

Receptionist : “Thank you. I’ll get him to call you back as soon as possible.”

Julia : “Ok, thank you, `Bye.

Reference :

https://books.google.co.id/.  Retrieved on September 25th, 2017