EFFECTIVE TELEPHONE COMMUNICATIONS

EFFECTIVE TELEPHONE COMMUNICATIONS 1. MAKING A FAVORABLE IMPRESSION 2. INCOMING TELEPHONE CALLS3. OUTGOING TELEPHONE CALLSVOICETONEPACE ANSWERING AND ENDING CALLSASSISTING CALLERSSCREENING CALLS AND TAKING MESSAGESSCREENING CALLS TAKING MESSAGES PLANNING CALLS SPEAKING SKILLSUSING DIRECTORIESLONG-DISTANCE SERVICEVOLUMEREFERS TO THE CHANGES IN PITCH USED TO EMPHASIZE WORDS AND GET YOUR MEANING ACROSS TO THE LISTENER.THE RATE AT WHICH YOU TALK TO SOMEONE ON THE TELEPHONE CAN EFFECT THE ABILITY OF THE LISTENER.DO NOT SHOUT OR SPEAK TO SOFTLY THAT LISTENER CANNOT HEAR WHAT YOU ARE SAYING. PRONUNCIATIONGRAMMARVOCABULARYANSWER PROMPTLYIDENTIFY YOURSELFPLACING A CALLER ON HOLDCONCLUDE THE CALLTRANSFERRING CALLSHANDLING A DISCONNECTED CALLHANDLING DIFFICULT CALLSPERSONAL TELEPHONE CALLS CALLS ON MOBILE PHONES TIME ZONESCONFERENCE CALLS LOCAL DIRECTORIESPERSONAL AND COMPANY DIRECTORIESELECTRONIC DIRECTORIESDIRECTORY ASSISTANCE DIRECT-DIAL CALLSSPECIALIZED LONG-DISTANCE CALLSPREPAID PHONE CARDSTOLL-FREE SERVICETHIS DISCOUNTED SERVICE APPLIES TO INCOMING CALLS ONLY.NO CHARGE IS MADE TO THE CALLER.FOR TOLL FREE NUMBERS, USER DIAL 800 OR 888.CARD PURCHASED IN ADVANCE AND USED TO PAY FOR A CERTAIN NUMBER OF MINUTES OF PHONE USE. THE PHONE SYSTEM WILL INFORM THE AMOUNT OF CALLING TIME REMAINING FOR THE CARD.MORE EXPENSIVE THAN DIAL DIRECTLY.PERSON TO PERSON AND COLLECT CALLS ARE TYPES OF SPECIAL LONG DISTANCE CALLS.PERSON TO PERSON ARE AN EXPENSIVE TYPE OF OPERATOR ASSISTED CALLS. KNOWN AS STATION CALLS.IT IS PLACED WITHOUT ASSISTANCE FROM AN OPERATOR.YOU MAY CALL DIRECTORY ASSISTANCE OPERATOR FOR HELP IF YOU ARE UNABLE TO LOCATE A TELEPHONE NUMBER.BE PREPARED TO SUPPLY THE OPERATOR WITH INFORMATION THAT IS RELATED TO YOUR NUMBER.INFORMATION CONTAINED IN THE PAPER DIRECTORIES CAN ALSO BE ACCESSED USING A COMPUTER.SOME SITES PROVIDE TELEPHONE NUMBERS FOR INDIVIDUALS AND BUSINESSES, REVERSE LOOKUP OR A DIRECTORY FOR TOLL-FREE NUMBERS.KEEP A PERSONAL DIRECTORY OF FREQUENTLY USED NUMBERS. YOUR COMPANY MAY ALSO PROVIDE YOU WITH A DRECTORY OF EMPLOYEES WORKING WITH YOU.THE DIRECTORY MAY ALSO INCLUDE PROCEDURES FOR USING THE FEATURES OF THE TELEPHONE SYSTEM.FOLLOW YOUR COMPANY'S POLICY REGARDING MAKING OR RECEIVING PERSONAL TELEPHONE CALLS AT WORK. PLAN TO PLACE AND RECEIVE CALLS ON A MOBILE PHONES AT APPROPRIATE TIMES AND PLACES.DO NOT USE MOBILE PHONE IN MEETINGS AND RESTAURANTS BECAUSE IT MIGHT DISTURB OTHERS.CONFIDENTIAL INFORMATION SHOULD NOT BE DISCUSSED IN PUBLIC AREA. BE AWARE OF LAWS REGARDING CELL PHONE USE WHILE YOU TRAVEL. COMPANIES PERMIT A LIMITED NUMBER OF PERSONAL CALLS.AVOID CALLING WHEN THE TIME IS BEFORE OR AFTER BUSINESS HOURS.INFORM ALL PARTICIPANTS OF THE DATE, TIME, AND PROPOSED LENGTH OF THE CALL.VERITY EVERYONE'S TELEPHONE NUMBER.IDENTIFY THE OBJECTIVES AND INTENDED OUTCOMES OF THE CALL.USE TO DETERMINE WHO IS CALLING.WHEN CALLS, FIND OUT WHOSE CALL.BE SURE THAT IS ACCURATE AND COMPLETE.TIMES ZONE IS GEOGRAPHICAL REGION THAT HAS THE SAME STANDARD TIME.WHITE PAGES.YELLOW PAGES.MUST HAVE A PAD OR PRINTED MESSAGES FORMS FOR RECORDING TELEPHONE. PRONOUNCE WORDS CORRECTLY AND ENUNCIATE CLEARLY.AVOID LONG WORDS, COMPLICATED PHRASES, OR LONG SENTENCES.FOLLOW BASIC GRAMMAR STANDARDS.AVOID THE USE OF SLANG OR REGIONAL EXPRESSIONS.IMPROVE YOUR PROFESSIONAL AND PERSONAL VOCABULARY.LEARN NEW TERMS THAT RELATE TO YOUR POSITION OR YOUR COMPANY. ANSWER ALL INCOMING CALLS PROMPTLY AND PLEASANTLY.REACH FOR A PEN AND A NOTEPAD OR MESSAGE FORM.INFORM THE CALLER YOUR NAME, COMPANY DEPARTMENT OR OFFICE.USE THE CALLER'S NAME AS YOU END THE CONVERSATION.ASK PERMISSION TO PLACE THE SECOND CALLER.ALWAYS TELL THE CALLER WHY THE TRANSFER IS NECESSARY.THE PERSON WHO PLACED THE CALL SHOULD CALL BACK IMMEDIATELY AFTER THE DISCONNECTION.MUST CONTROLL YOURSELF AND REMAIN PROFESSIONAL WHEN DEALING WITH DIFFICULT CALLS.
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