Most of us use the telephone several times a day to talk with friends or make social arrangements. These calls are usually quite easy and require little planning.
Using the telephone for business purpose is different. In any organization the person on the telephone represents the company and gives an impression of the firm to the outside world.
If you want to ensure good public relations, you need to master effective telephone techniques.
You should try to give an impression of an efficient, friendly, progressive company eager to give good service.
Before calling
Choose the right time. Consider the cost, urgency and convenience. When calling overseas you need to consider the time difference.
Check the number. A great deal of money is wasted each year on dialing wrong numbers.
Plan your call. Make a list of points and questions to be raised.
Be prepared. Gather any files, papers or information that may be needed during the call. It is unprofessional to have to say “Hold on while I look for that.”
If you have to ask a caller to hold on, keep going back and assuring him/ her that you will be as quick as possible.
Avoid interruptions. Call at a time when you are unlikely to be distracted.
During the call
Be courteous, polite. Make time for suitable greetings like “How are you today, Jim?” and “Did you enjoy your holiday?”
Put a smile in your voice. Remember, your caller can’t see you, so use intonation to good effect and try to sound confident, decisive, helpful and interested.
Check your notes. Look back at your notes to ensure that you have covered everything and quote figures and other data correctly.
Obtain feedback. Make sure that caller understands the message correctly, especially where deadlines and actions that are involved.
Be courteous. Finish by thanking the caller for his or her time and trouble.
After the call
Make notes. Let it become a habit to make notes of the call and place them in an appropriate file.
Take actions. If you need to send a letter of confirmation or inform someone in your organization about any details of the call, do some immediately so that you do not forget important points.
1. What’s the main idea of this passage?
A. Using a telephone for business has strict rules.
B. While making a business phone call, you should be efficient first.
C. It’s necessary to learn how to use your phone for work.
D. The phone is playing a very important role in our daily life, especially in business.
2. Before calling, you have to ____.
A. stay at your company only. B. learn important data and figures by heart
C. get things ready for the communication D. choose the right time and place
3. What’s the meaning of the word “feedback”?
A. information B. present C. greeting D. reply
