Copyright Open University Malaysia (OUM)

Basic
Telephone
Skills
Copyright Open University Malaysia (OUM)
Telephone skills
are essential to
ensure smooth
work flow and to
create favourable
impressions
Copyright Open University Malaysia (OUM)
Getting
ready
Taking and
Leaving
messages
Difficult
calls
Receiving
calls
Telephone
etiquette
Copyright Open University Malaysia (OUM)
Plan calls to suit
your and clients
work schedule
Standby desk
calendar
Fax
beforehand to
inform caller
Be clear of the
purpose of the
call
Get ready
stationery to
jot down info
Anticipate
questions
from caller
Check
correspondence to
update situation
Getting
Ready
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Receiving Calls
Be brief
Be clear
Be polite
Copyright Open University Malaysia (OUM)
Telephone Etiquette
Answer phone promptly
Identify yourself immediately
Use callers name to
establish rapport
Try to resolve callers
problem
Sound positive and
helpful
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Avoid using jargons and technical words
Maintain even pace not too fast and not
too slow
Try to listen actively use encouraging
words (Yes, I see.., Okay)
End the call with a polite thank you and let
caller put down phone first

Copyright Open University Malaysia (OUM)
Avoid:
Eating and drink while on
the phone
Be too familiar
Talk to someone else at
the same time
Allow too much
background noise
Speak too quietly or loudly
Use rude language
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Suggest steps
to rectify
problem
Identify the
problem
Verify the
problem
Determine if
warranty
applies
Ascertain how
product was
used
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Common Telephone words
Introducing
yourself
Finding out
who is on
the
telephone
Asking
for
someone
Connecting
someone
Saying that
someone is
unavailable
Asking the
other person
to repeat
Ending a
call
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Leaving message:
Mention your name
State time and reason for
call
Make a request
Leave a number
End the call
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Spell out names
accurately
Record time and
date of message
Use pad to take
down details
Follow up with
Appropriate
action
Offer help
Determine the
request of caller
taking message
effectively

Copyright Open University Malaysia (OUM)
Copyright Open University Malaysia (OUM)
Difficult calls
Be firm
Be persistent
Be well- prepared