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Telephone Phrases

Gajanan Shirke
Telephone
What telephone does?
The telephone is meant for
bringing two people together.

People use telephone for help.

Telephone makes
communication faster.
Gajanan Shirke
Remember
o To an outsider you represent
trinity.

o You are talking to a person not


to an Instrument.

o Ask yourself when you answer


a call, Was I of any help?
Gajanan Shirke
Good Phone Call

The only criterion to judge a good phone call is

MAXIMUM HELP WITH MINIMUM


PHONE TIME

Gajanan Shirke
What to do?
When the phone rings Good morning, Trinity Grand,
How may I help you?
When you dont hear
anything from the other Repeat the above salutation
end after your twice and disconnect.
announcement.
When the line is faint or
distorted. Repeat the above salutation
twice and disconnect.
When the caller re-
clarifies, Thats right Sir / Madam. How
Gajanan may
Shirke I help you?
What to do?
If two calls come together.
Good Morning, Trinity Grand,
Pickup one call
Kindly hold on.

Attend to the other call.


Good Morning, Trinity Grand,
Kindly hold on.
Revert to the first call.
Sorry to keep you on hold sir,
How may I help you?
Return to the second Thank you for waiting / holding.
caller. I can help you now, Sri /
Gajanan Shirke
Madam.
What to Say?
When the call is for you

Good Morning, ______ speaking,


How may I help you, Sir/Maam ?

If you need to pass on a message, ask May I know


whom I am speaking Gajanan
to ?Shirke
and certainly not at the
beginning.
What to Do?
When call is for a callee and he is present

If he is right next to kindly speak here sir.


you.

If he is in the next Kindly allow me to transfer the


cabin / room or at the call as he is in the next cabin.
far end of the room. Also inform the callee who is on
the line for him.

If you are not aware of


his exact location but Kindly hold on sir, Let me locate
you knew he is him for you.
Gajanan Shirke
definitely present.
What to say?
If connecting calls to the Connecting you to the _____
dept extension Department.

When the extension is I am sorry, the line is busy sir,


busy. Would you like to hold on?

If the callee has an Kindly hold on sir


alternate extension.

If he accepts your offer Switch to music, kindly hold on


and waits Gajanansir
Shirke
What to do if still busy?
After 20 seconds Sorry to have kept you waiting
The line is still busy
Can someone else help you or
would like to hold on Sir ?

If you get the line free Thank you for waiting. I can
after long wait. connect you now sir.

If it is an outstation call, you may intercept the


call, if necessary.
Gajanan Shirke
Inform receiver of a long waiting caller.
What to Do?
If callee is present but in He is with a client just now. I
conversation with a am his colleague or assistant
customer and cannot be ( give name &designation)
disturbed. How may I help you sir?

He is in a meeting which will


get over in ____ minutes.
If he is in meeting. This is his assistant ___
speaking. May I help you sir ?

Gajanan Shirke
Telephone
If you know he will not take Would like to hold on. Sir, he
more than a minute or two shouldnt take more than a
minutes maximum. minute or two.

Dont use the word Busy.


It conveys that the callee does not have time
for the caller.
Gajanan Shirke
What to do?
If you have to ask for the Certainly Sir, Who should I say
name of the callee is calling for him please?
because your boss
needs to know

If caller says May I Remember Never reply to a


speak to Mr. Mathews question with another question.
please? So saying Certainly sir is
important as it answers the
callers question.
Gajanan Shirke
What to do?
When the call is for the Clarify if absent is
callee and he is ABSENT.
Dont say He is not in as (A)not in the office
it could imply many things. (B) not in the premises
(C) not in the city
(D) if he is on leave and for what
period.

Gajanan Shirke
What to do?
If callee is not in the Im sorry sir, Mr. ___ is not
office, but is in the in the office. Would you like
organization premises to speak to Ms _____, his
and the callees assistant assistant.
is present.

If you hold a responsible Im sorry sir, Mr. ___ is not


post, you can try. in the office, I am (state
your name & designation)
his colleague. May I help
your sir ?.
Gajanan Shirke
What to do?
If your offer of help is declined

The caller wants to speak only to the callee


Make this possible by collecting at least two
things from the caller his name and his phone
number.
Repeat the number carefully.
Also check when is the best time to call
Gajanan Shirke
What to do?
If names are difficult. Kindly spell your names for
me sir, so that I dont make a
mistake while writing it down.

Kindly guide me on the


pronunciation, sir. I dont
If you cannot pronounce want to get it wrong.
it.

Gajanan Shirke
Telephone
Check sounds such as P, Is it P for pune, B for Bombay
B,T,D,S,F,N,M,K,G by
asking.

Now as you have his Very well Mr. ____, I will ask
name & number repeat Mr. ___ to call you on 222242
for assurance. as soon as he returns.

Gajanan Shirke
Telephone
How to leave a message regarding the
callers name and number
Date
Time
Dear Mr. Singh
Mr. Bush called
RE: Sale of rockets to India . PCB at 33322 up to 11
hrs and at 44422 after 11 hrs.
Gajanan Shirke
Remember

At the end do not disconnect unless


the caller disconnects.

You did not start this call. You cannot


disconnect it.
Gajanan Shirke
Telephone
Phrases To avoid Instead Try

One sec. Just a minute Kindly hold on, sir.

Ya Thats right, Sir

Sure, Ok, Fine Yes Sir, Certainly sir,


Right away sir.
Gajanan Shirke
Telephone
Phrases To avoid Instead Try

What? What? I beg your pardon, Sir.

Who? Kindly repeat name, Sir.

Hello Good Morning, May I help


you.
Gajanan Shirke
Telephone
Phrases To avoid Instead Try

Why dont you contact Let me find out for you, Sir.
them directly? Or I have
no idea
If you leave your name and
Why dont you call later? number, we will be pleased
to call you back.

Whos speaking? Who am I speaking with.


Gajanan Shirke
Telephone
Phrases To avoid Instead Try

Your good name May I have your name


please please.

He is not in his seat He is not the office sir, May


I help you?

Gajanan Shirke
Remember
You dont have to shout if you dont hear
clearly.

I cannot hear you, sir. Kindly speak up please


Gajanan Shirke
Remember
Keep your calm and keep your charm

On the phone last impressions are


lasting impressions
Gajanan Shirke

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