Rules for using a phone - some do-s & don’t-s

1. Have all the documents you need to hand before you dial a number.

2. Speak clearly so that the other person can understand you easily.

3. Always confirm each point of information you are given; don’t pretend that you have understood when you have not.

4. Speak in a polite & friendly voice- the client can’t see what a nice person you are.

5. Behave in an efficient way even if you are just taking a message.

6. Make notes during a call-don’t rely on your memory; read all important information details back to the client from your notes.

7. Let the other person finish what they want to say-don’t interrupt them.

8. Send a follow-up fax or letter to confirm any important details (especially prices &dates) so that you both have a written record of them.

SPEAK TO PEAPLE- there is nothing as nice as a cheerful word of greeting;

SMILE TO PEOPLE-it takes 72 muscles to frown, only 14 to smile;

CALL PEOPLE BY NAM E-the sweetest music to anyone’s ears is the sound of their own name;

BE FRIENDLY-you can make friends by being friendly;

BE HELPFUL-act as if it’s your pleasure;

BE INTERESTED IN PEOPLE- you can like everyone if you try;

CONSIDER THE FEELINGS & EMOTIONS OF OTHERS- it will be appreciated.

Mobile phone etiquette

-Ideally, keep your mobile phone turned off at work.

-Don’t answer calls during a meeting, or while working with someone.

-You don’t always have to answer. Use your messaging service.

-Do not send text messages during meetings or presentations.

-Do not leave your phone on the table in vibrate mode.

-Respect personal space, talk at least 3 metres away from people.

-Keep your conversation private, and don’t have emotional conversations.

-Don’t use loud or annoying ring tones at work.

Useful language

Making contact

Could you put me through to Mr Li Wang please?

You seem to have got the wrong extension.

Can you transfer me to his extension?

Asking for information

Could you give me a few details?

When did you give us the order?

Can you tell me what the order number is?

Asking for repetition

Sorry, I didn’t hear what you said.

I’m sorry, I didn’t catch that.

What did you say the reference number was?

Checking information

Fine. Shall I just read that back to you?

Let me just check. What you need is… Is that right?

Could you spell that, please?

Clarifying

What exactly do you mean by…?

Sorry, I don’t follow you.

Are you saying that…?

Confirming understanding

Right, I’ve got that.

Fine/ OK/ Right.

Confirming action

I’ll check it out right away.

I’ll get onto it immediately.

I’ll call you back as soon as I can.

Practical training

1. Complete these sentences using the pairs of words below:

how/help, call/later, name/from, afraid/in, wondering/help, calling/because,

speak/please, mine/referred, put/down, time/reach, let/transfer, this/speaking, sorry/was, remember/met, I’ll/message

1…can I…you?

2. I’m… …I need some information.

3 … me … you to Sales.

4. Would you like to … back …?

5. My … is Chris Robb … York Paper.

6. A colleague of … , Liz Peterson, … me to you.

7. I’m … she’s not … this week.

8. I could … you … for Friday afternoon.

9. …, your name …?

10. I’d like to … to Mark Chin, … .

11. … is Mark … .

12.You may not … me- we … last year.

13. I was … if you could … mt.

14. … give him the … .

15. What’s a good … to you?