Lesson 2 - Telephone Techniques

TELEPHONE
TECHNIQUES
MODULE-2
Shantha Jayarathne
Former Senior Consultant/Head of Department (English),
SLIDA
Programme Specialist, Miloda Academy of Financial Studies,
Ministry of Finance
VERBAL HANDSHAKE
Your voice is your personality
over the telephone
Telephoning Vs Face to Face
Conversation
Phases of a Professional
Call
Phase 1 -
Opening the Phase 5 -
Call Close the call
(Greeting &
Introduction) (Summarize)
Phase 2 - Phase 4 -
Building Phase 3 - Provide
Rapport & Collecting/ Solutions,
Verifying of Alternatives
Identifying Information or
Need
Information
(Question) (Paraphrase
)
Phone Call Impression - (PICTURE)
• P-itch
• High or low? Low carries better and is also
more pleasant
• I-nflection
• Use voice to express ideas or moods
• Don’t talk in a monotone
• The voice naturally rises on a question or an
inquiry
• Voice falls at a “period,” decision or completion
• C-ourtesy
• Common, everyday language applies the same
as face-to-face conversation
• T-one
• Many times it is not what you say, but how you
say it
• Voice should reflect sincerity, pleasantness,
confidence, and interest
• U-nderstanding
• Avoid talking with anything in your mouth (gum,
pencil)
• R-ate
• Rate of speech should be adapted to personality of
contact
• “Fast talkers” can arouse suspicion
• “Slow talkers” can be irritating
• E-nunciate
• Clear enunciation will help avoid misunderstanding
and need to repeat yourself
Inflection
86% of the
message is from
your tone of voice Words
Tone
14% is grasped by of
the actual words Voic
e
Evaluate your telephone voice
Your voice makes an immediate

impression that can portray you as:
friendly or distant
confident or timid
spontaneous or mechanical
relaxed or nervous
Always smile
when you speak to someone on the
phone - unless it is inappropriate
This might sound odd - but practice

and listen to the difference in the tone
of your voice if you are smiling.
Pitch your voice lower
Phones are like tape recorders –they

make your voice sound higher pitched
Speak slightly slower than normal and

pronounce your words clearly.
Be well prepared
Practice by phoning someone you know –
who will give you honest feedback.
If necessary have a pre-arranged script.
Don’t waffle.
Listen
Carefully to what the other person is

saying
Without interrupting
Take Notes
To ask questions after the other

person has finished speaking
Location
Make sure you are somewhere quiet

and where you will not be interrupted.
Don’t eat. Don’t smoke
You can hear it on the phone.
If you need a drink then let the other person

know that –otherwise they will be surprised
by suddenly hearing gulping noises!
Telephone Functions
• Initiating a Call
• Asking for Information
• Giving Information
• Asking for Caller Information
• Transferring Calls
• Taking Messages
• Leaving Messages
• Apologizing
• Closing
Answering a Call
Before initiating/answering a call, be prepared;
• Have a pen, pencil and notepad ready.

• Have your computer on if data is required.
• Ensure no noise at the background.
• End current activities.
Initiating/Answering a Call
• Pick up the phone in three rings . More than three
rings signals chaos in your office or inattentiveness.
• Greet the caller, e.g. “Good Morning”. Good manners
shows you respect the caller.
• Give your name. This is a courtesy that serves to
personalize the customer service experience as well as
allowing the customer to hold you accountable for
your level of service.
While answering a call:
Answer the call before the

Greet the caller, for example
third ring, calls beyond the
“Good Morning”. Good manners
third ring indicates
indicate respect for the caller.
inactiveness in your office.
Give your name and the name of

the company/ Dept, for example ”
LOLC, this is Jude”. This is a
courtesy statement that serves to
introduce and personalizes the
customer service experience.
Ask the caller if or how you can

help him, for example “LOLC, this
Focus your attention is Jude, How may I help you?”
on the caller. Asking to help tells the customer
you are there to serve and solve
his/her problem.
Placing Calls
Before placing a call, Be Prepared;
• Know the name of the person you want to
reach and how to pronounce it.
• Know what you need to say before placing the
call will make your call brief and effective.
• Verify the phone number before calling.
• Be prepared for rejection – just apologize for
them and graciously get off the phone.
In
Calls
• State your name along with the name of the
person you are calling.
Example:
“Good Morning, This is Jeewan. May I please
speak to Mr. Y. Perera?”
• Ask the caller if it is convenient to talk.
• State your purpose as politely and clearly
as possible.
• Use the clients name during the
conversation.
• Insist on calling back if the connection is
Initiating a call
• Greeting
• Personal Introduction
- My name’s………..
- I’m ……………..
- The HR Manager here……
- This is ……………
- I’m calling from ABC Company Limited ……..
Answering a Call
• Ask the customer if or how you can help. Asking to

help tells the customer you are there to serve his/her
needs and to solve his/her problems. This also leaves
the customer with a positive impression.
• The greeting is key, it sets the tone and style of the
whole interaction.
• Never put the customer on hold for more than 30
seconds.
Asking for Information
• Could I speak to…………..
• Do you think I could talk to…………
• May I speak to…………
• Can I speak to...............
• Is Mr……… there, Pl?
• Is that the Ministry of …………..
• Mr ………. Pl..
• Is Mr…. in today?
Giving Information
• Yes, speaking……
• Sorry, he is out at the moment.
• Department of …….what can I do for you?
• Yes, how may I help you?
• Sorry, he is at a………….
Answering Multiple Calls
• Place the first call on hold.
• Answer the next call.
• Complete the second call only if it can be handled
quickly.
• Return to the initial call promptly.
• Provide quality service that meets or exceeds the
caller’s expectations.
Asking for caller information
• May I know who is speaking there please?

• May I know whom I’m talking to?
• Who is speaking there, please?
Putting Callers on
Hold
• Make sure its for a good reason.
• Ask permission before placing a caller on hold.
• Return to the line periodically.
• Ask callers if they want to continue holding.
• Indicate how long the delay could be (must not be

more than 30 seconds).
• Offer to call the person back if the wait will be long.

Transferring a
Caller
• Ask permission to transfer calls and explain the
reason for the transfer.
• Let the caller know the name and department you

are transferring the call to.
• Be sure you are transferring the caller to the proper

person or department.
• If the caller complains about being transferred,

suggest having the call returned instead.
• Never transfer a caller more than two times.

Transferring Calls
• Please hold on, I’ll transfer your call.

• One moment, please……..
• just a minute, please. I’ll put you through
to ....
Taking a
Message
• Write a message, even if the caller indicates they will
call back. Write legibly.
• Include the time and date.
• Verify the caller’s name and phone number by
repeating the information.
• Include as much information as possible to help the
message recipient return the call.
• Sign or initial the message slip and deliver the
message promptly.
Taking Messages
• Is there any message please.....
• Can I have a message please....
• Any message......
• Can I have your number please.....
• Does he know your number.......
Leaving a Voice/Phone
Message
Voice/Phone Message should always include:
• Your name and company name.
• Time and Date of call.
• What the call is about (make it brief).
• If a follow up or return call is needed.
• Phone number (office or home) speak SLOWLY

even repeat the phone number – include area
code.
Leaving Messages
• Can you tell him that Jayarathne spoke......?

• Can you ask him to call me back please......?
• Can I leave a message please....?
Answering Wrong
Numbers
• Inform the caller politely that he/she reached a
wrong number.
• Suggest that the caller recheck the number and
dial again.
• If the caller is trying to reach a destination
that you are familiar with or have an idea
about, do your best to find the number and
assist the caller in transferring the call.
• End the call professionally.
Apologizing
• Sorry, wrong number......

• Sorry, you have come on the direct line....
• Sorry, you have dialed a wrong number.........
• Sorry, this is a private residence……..
• Sorry, please check your number………
Ending Telephone
Calls
• Make sure you answered all the caller’s questions
• Always end with pleasantry:

• Have a nice day
• It was nice speaking with you
• Let the caller hang up first, This prevents the

feeling that you may have cut them off
intentionally.
• Do not slam the phone or cut off abruptly.

Closing
• Shall I keep.....?
• Thank you for calling...
• Bye Bye
• Thank you for calling. Have a nice day...
Keys to Good
Listening
• Limit your talking
– Can’t talk and listen at the same time.
• Don’t Interrupt
– A pause doesn’t always mean the individual
has finished speaking.
• Concentrate
– Focus on the conversation. Practice shutting out
outside distractions and personal concerns.
Keys to Good
Listening
• Take Notes
– Helps you remember important points.
• Listen for ideas…not just words

– Get the whole picture, not isolated bits and
pieces.
• Interjections
– An occasional, “Yes,” “I see,” etc. shows that you
are listening. However, don’t overuse them.
UNACCEPTABL ACCEPTABL
E PHRASES E
PHRASES
1. ”You will have to 1. ”Thank you, I’ll check,” or “I’ll

wait” see”
2. “Yeah” “Yep” 2. “Yes madam/sir”.
3. “I do not know” 3. “One moment please, I’ll find out”
4. “No, you cant”. 4. “Yes, you may”….. But….
8 Telephone Etiquette to remember
1. Think through exactly what you plan to say and
discuss BEFORE you place a call.
2. Always identify yourself at the beginning of all
calls.
3. Always speak into the telephone receiver with an even
and low tone of voice, high pitch will sound like shouting.
4. Be sensitive to the tone of your voice.
5. Especially when leaving messages, speak clearly and
slowly.
6. Build the habit of always turning off your cell phone ringer
when entering a meeting, restaurant, theater, training
class, or other place.
7. Do not allow interruptions to occur during conversations.
8. Do not allow yourself to be distracted by other activities
while speaking on the telephone.
Thank YOU

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TELEPHONE

Your voice makes an immediate

This might sound odd - but practice

Pitch your voice lower

Phones are like tape recorders –they

Speak slightly slower than normal and

If necessary have a pre-arranged script.

Carefully to what the other person is

To ask questions after the other

Make sure you are somewhere quiet

Don’t eat. Don’t smoke

You can hear it on the phone.

If you need a drink then let the other person

• Have a pen, pencil and notepad ready.

Answer the call before the

Give your name and the name of

Ask the caller if or how you can

• Ask the customer if or how you can help. Asking to

• May I know who is speaking there please?

• Ask permission before placing a caller on hold.

• Return to the line periodically.

• Ask callers if they want to continue holding.

• Indicate how long the delay could be (must not be

• Offer to call the person back if the wait will be long.

• Let the caller know the name and department you

• Be sure you are transferring the caller to the proper

• If the caller complains about being transferred,

• Never transfer a caller more than two times.

• Please hold on, I’ll transfer your call.

• Your name and company name.

• Time and Date of call.

• What the call is about (make it brief).

• If a follow up or return call is needed.

• Phone number (office or home) speak SLOWLY

• Can you tell him that Jayarathne spoke......?

• Sorry, wrong number......

• Always end with pleasantry:

• Let the caller hang up first, This prevents the

• Do not slam the phone or cut off abruptly.

• Listen for ideas…not just words

1. ”You will have to 1. ”Thank you, I’ll check,” or “I’ll

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