Telephone communication is a two-way communication process with rapport (relationship of mutual understanding or trust between people).

Procedures for making a phone call

• Greetings
• For example, “Good morning”
• Identification (bidirectional)
• For example, “This is ABC, Business Coordinator. Can I speak to Mr. ABC or am I requesting an appointment with Mr. ABC?”
• take messages
• Get Confirmation
• provide feedback
• close the call

Procedures for receiving a phone call

• greetings
• For example, “Good morning, XYZ”
• caller id
• For example, “Can I find out who is talking/online?”
• take messages
• For example, “How can I help you?”
• Give information and feedback (collect contact details of the caller)
• close the call
• For example, “Thank you for your call” or “Thank you very much for calling”

phone call hours

• Organize the message: Have supporting documents handy.
• Consider the time and cost
• Set priority for the message
• Synthesize essential information and conclusion.

Your voice on your phone can say a lot about you and your business, so here are some tips or guidance for handling the phone:

• Variety and volume: a variety in the rhythm must be used or else it will be boring and monotonous for the listener. For example, when making important points, slow down. Volume can become a problem for listeners, don’t shout or be too low, stay in the middle and make sure no one in the room is disturbed.

• Be upbeat about the caller and their concerns, requirements, and your company. Be very polite.

• Impact and Interest – Think about the words you use and how they can add impact – what words create images in the caller’s mind? This adds interest that should be audible, expressing your sincere interest in them.

• Clarity and Confidence: Pronounce words clearly, avoid drop-outs at the end of sentences, and be confident in what you say, no “ers” and “umms.”

• Keep track of the caller, emphasizing the important words that are important. Don’t pause between sentences. Be enthusiastic when greeting and closing the call.

• Answer the call as quickly as possible

• Keep all promises made, never let the caller come after you.

• Have the tools of the trade close to you: always be prepared

• Try to speak the same language that the caller speaks

• Show full interest and attention to the caller at all times

• If you can’t provide the information the caller requires, take the details and offer to call them back instead of waiting for an indefinite period of time.

• If you need to transfer the call, pass the caller’s details to that person before putting the call through. Don’t make the caller repeat why they are calling each time the call goes through.

• Show charm, warmth, friendliness and courtesy.

• Please reattach the telephone receiver carefully, otherwise it may cause a bad impression to customers.

• Always remember that customers who call are not nuisances, they are the lifeblood of your business.

• You have to let go of the tendency to evaluate, make judgments, put conditions, accept or reject any proposal or statement, the first time and rather learn the art of being a good listener with the proper understanding of the matter. If you can listen, then you can communicate effectively.