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Using the Telephone. Business Communication Lesson 2.2. Steps Receiving a Business Call. Answer telephone promptly – this is a courtesy to the customer and to clear lines quickly Identify yourself immediately – Example “Lee Community Center. This is Jane Smith. May I help you”

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using the telephone

Using the Telephone

Business Communication Lesson 2.2

steps receiving a business call
Steps Receiving a Business Call
  • Answer telephone promptly – this is a courtesy to the customer and to clear lines quickly
  • Identify yourself immediately – Example “Lee Community Center. This is Jane Smith. May I help you”
  • Give the caller your complete attention– Don’t carry on conversation with someone in your presence after picking up the receiver.
steps receiving a business call continued
Steps Receiving a Business Call, continued
  • Speak distinctly, pleasantly. Enthusiastically and naturally – with your mouth close to the mouthpiece. Avoid distracting noises.
  • Keep pad and pencil handy so you can record a message, take orders for products of services or just jot down reminders for your own refrence.
steps receiving a business call continued1
Steps Receiving a Business Call, continued
  • When taking a message include –
    • Time and date
    • Name of caller
    • Telephone of caller incase the call must be returned
    • The message
    • Your initials as the person who took the message
  • Give requested information clearly and tactfully. Make sure the caller understands fully the information you give. Ask the caller to repeat essential information if the is any doubt about the information.
steps receiving a business call continued2
Steps Receiving a Business Call, continued
  • Don’t leave the line for more than a brief period. Instead, get necessary information and call back promptly. When you can’t avoid leaving the line, explain what you are doing. Return quickly as possible and thank the caller for waiting.
  • Remember that you represent your business as you speak. Let your voice and selection of words reflect sincere interest. Remember the value of words such as “please” and “thank you”
taking telephone messages
Taking Telephone Messages

A. Print Who the Message is for

F. Check the appropriate boxes describing the phone call.

B. Put Date And Time

G. Record any other information on the message lines

C. Print the caller’s title and name

D. Write the caller’s place of business on the OF line

H. Sign your name on bottom

E. Record the caller’s numbers

placing a business call
Placing a Business Call
  • Be prepared when making a call
    • Have all information you need to give complete information to the caller