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Telephone courtesy
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Every time you make or receive telephone calls at work, you are representing your company. The impression you create usually is a lasting one, so you'll want to make sure your voice and manners always show you at your best.
In a retail environment or in a service organization, you want a voice that speaks well for you. Telephone courtesy can make a difference between satisfied customers who will return time after time, and dissatisfied customers who'll take their business elsewhere.
Use telephone courtesy in your phrases. Some phrases are better than others; here are some suggestions:
| This is better than this: | |
| Would you repeat your name, please? | What name did you say? |
| Would you spell that, please? | What? Speak louder, I can't hear you. |
| I'm sorry, I didn't get that. | I can't understand what you are trying to say. |
| Thank you, I'll check for you. | OK. Let me see if I can find out about it from someone. |
| Yes, Mrs Anthony, I'll be happy to do that for you. | All right. I'll do what I can about it. |
| It will take a minute or so. | I'll see what I can do. |
| Would you like for me to call you back? | Hold it. |
| Thank you for waiting. I have that information now. | You are out of luck. I can't find it. |
| Can you recall the name of the person you spoke with? | I don't know who would have told you that. |
| I'm sorry. Mr Beard is away from the store. May I help you? | He's still out to lunch. I don't know when he'll get back. |
| Thank you for calling, Mr Dunn. | OK. So long. |
| I was glad to have been able to help. | That's OK. Bye bye. |
| You are welcome, Ms Green. Good- bye. | All right. Bye. |
SUBJECT 6: HOW TO AVOID PLAYING PHONE TAG
¨ Pre-Reading Questions
1. What is meant by "playing phone tag"?
2. How to avoid inefficient phone practices? Is it really possible?
Дата публикования: 2015-01-24; Прочитано: 217 | Нарушение авторского права страницы | Мы поможем в написании вашей работы!
