Telephoning

Making and Receiving Telephone Calls

Performance criteria

Make calls, you must be able to :

1.       Identify the purpose of the call
2.       Obtain the name and numbers of the person to be contacted
3.        Make contact with the person
4.       Communicate information to achieve the purpose of the call
5.        Summarise the outcomes of the conversation before ending the call
6.       Report telephone system faults to the appropriate colleague

Receive calls, you must be able to :

1.       Answer the telephone according to organizational procedures
2.        Project a positive image of self and the organization
3.        Identify the caller. Where they are calling from and what they need
4.        Provide accurate and up-to-date information to callers while protecting confidentiality and security
5.       Take and pass on messages according to caller’s needs
6.        Deal with problems in handling calls, referring to the appropriate person where necessary

Knowledge and understanding

You need to know and understand :

1.    the different features of telephone systems and how to use them
2.    organization structures and communication channels within an organization
3.    how to follow organizational procedures when making and receiving calls
4.    the types of information that could affect confidentiality and security and how to handle these
5.    how to identify problems and who to refer them to
6.    how to report telephone systems faults

Make calls, you need to know and understand :

1.  the different methods that can be used to obtain the names and numbers of people that need to be contacted
2.  how to use telephone systems to make contact with people inside and outside the organization

Receive calls, you need to know and understand :

1. how to identify the caller and their needs

example dialogue :

Receptionist   : JNE Express. Good Morning. How can I help you?
Caller         : Could I speak to Ms Elyn, please?
Receptionist   : Who’s calling please?
Caller         : This is Felisha from Shinta Collection
Receptionist   : Sorry, I didn’t get your name.
Caller         : Felisha. That’s FELISHA.
Receptionist   : Thank you. And where are you calling from?
Caller         : Shinta Collection.
Receptionist   : OK Ms Felisha. I’ll try and put you through. … I’m sorry but the line’s busy. Would you like to hold?
Caller         : Could I leave a message?
Receptionist   : Certainly.
Caller         : Could you tell Ms Elyn  that our shipment will be postponed and that the 200 cases ordered should arrive next Monday.
Receptionist   : Shipment delayed … arriving next Monday.
Caller         : Yes, and could you ask him to call me back when the shipment arrives?
Receptionist   : Certainly. Could you give me your number please?
Caller         : Yes, it’s 47899
Receptionist  : That’s 0-7-6-1-4-6-8-9-9
Caller         : Yes, that’s right. Thanks for your help. Goodbye
Receptionist  : Goodbye.

References :

http://nos.ukces.org.uk/PublishedNos/CFABAA621.pdf

https://inichillapoop.wordpress.com/2011/07/01/english-telephone-confersation-for-a-receptionist/