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Telephonic Communication

The following should be guaranteed for an effective telephonic conversation :-

  • Receive the telephone immediately after second ring.
  • Say ‘Hello’ and welcome the guest by wishing good morning/ good afternoon/ good evening according to the time of the day.
  • Identify yourself by stating name and appointment.
  • Say ‘may I know who is speaking?’
  • Say to the guest "may I know to whom you need to address ?"
  • In case the individual to whom caller wants to speak to is unavailable, you may say, ‘may I take a message ?' or then again ‘may I take your name and contact number.’
  • Whenever needed to stand by, ask the caller to hold on while you take required information.
  • Before placing a caller to briefly wait ask his permission.
  • Do not to make the caller wait for over two minutes. It is better to return a call than to save the caller on hold for a really long time.
  • At the end of the holding up period, offer your thanks for the caller’s understanding to hold on.
  • Make sure to return the call if promised to caller.
  • Keep your conversation to the point.
  • Speak in a pleasant tone.
  • End the conversation with courtesy.
  • Do not to interrupt the caller while he/she is talking.
  • When hanging up the phone, remember the caller hangs up first.

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