Title: Telephone Handling

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Credits: by Rosdiana Rawung (Author)

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Contents

Learning Objectives

This Module for 3rd level of office administrator (OA) or secretary.

1. Basic Telephone Etiquette:
  - Understand the importance of professional phone etiquette.
  - Demonstrate proper phone greeting and closing techniques.
  - Exhibit courtesy and politeness throughout phone conversations.
2. Effective Communication:
  - Practice active listening skills to comprehend caller needs and concerns.
  - Develop clear and concise communication skills over the phone.
  - Avoid the use of jargon or technical language that may confuse callers.
3. Problem Solving and Decision-Making:
  - Learn to identify and assess common issues or inquiries from callers.
  - Develop problem-solving skills to address caller concerns promptly and effectively.
  - Make informed decisions about when to escalate issues to higher levels of support or management.
4. Empathy and Customer Service:
  - Cultivate empathy to understand and address the emotional needs of callers.
  - Handle frustrated or upset callers with empathy and professionalism.
  - Maintain a customer-centric approach to build positive relationships.
5. Efficiency and Time Management:
  - Optimize call handling efficiency without sacrificing the quality of service.
  - Minimize unnecessary hold times and transfers during calls.
  - Balance speed with accuracy in resolving issues.
6. Confidentiality and Data Protection:
  - Understand the importance of safeguarding sensitive caller information.
  - Adhere to privacy and data protection regulations when handling calls.
  - Ensure the secure handling of personal and confidential data.
7. Conflict Resolution:
  - Develop conflict resolution skills to de-escalate tense situations on the phone.
  - Learn techniques for managing and diffusing challenging conversations.
  - Strive to turn dissatisfied callers into satisfied customers.
8. Feedback and Improvement:
  - Seek and accept constructive feedback to improve telephone handling skills.
  - Continuously evaluate and refine communication techniques.
  - Identify personal strengths and areas for improvement in telephone handling.
9. Documentation and Record Keeping:
  - Learn how to maintain accurate call logs and records.
  - Understand the importance of documenting caller interactions for future reference.
  - Ensure compliance with organizational policies regarding record keeping.
10. Follow-Up and Customer Satisfaction:
  - Implement procedures for effective follow-up with callers to ensure their issues have been resolved.
  - Measure and assess customer satisfaction through surveys or feedback mechanisms.
  - Strive to create a positive impression of the organization and maintain customer loyalty

Definition

Telephone handling refers to the skills and techniques used by individuals or employees to effectively communicate with callers over the telephone. It is an essential aspect of customer service, business communication, and interpersonal skills in various professional settings. Proper telephone handling ensures that callers receive a positive and efficient experience when they contact an organization or individual via phone.

Effective telephone handling is crucial for creating a positive impression of an organization or individual and for building customer satisfaction and loyalty. Training and developing good telephone handling skills are essential for employees who interact with customers or clients over the phone.

Telephone Equipment & Tools

Telephone equipment and tools

Telephone unit

PABX and PMBX systems serve the same fundamental purpose of managing internal and external telephone communications within an organization. However, PABX is an automated and feature-rich system that is suitable for modern businesses, while PMBX is a manual system that has become obsolete in most contexts due to its limitations and labor-intensive operation. Organizations today typically opt for PABX systems, often in digital or VoIP versions, to meet their communication requirements.

Calendar

A table calendar, often referred to simply as a "desk calendar," is a type of calendar designed to sit on a desk, table, or similar flat surface for easy reference. It provides a convenient way for individuals to track dates, appointments, and events without the need for wall mounting or electronic devices.

Clock

A clock for a telephone operator, often referred to as a "clock-in" or "clock-out" system, serves several important functions in a call center or telephone operator's workspace. The clock helps telephone operators manage their time effectively. It displays the current time, which is crucial for adhering to work schedules, breaks, and shift changes. Operators can reference the clock to ensure they are handling calls and tasks within specified timeframes. And for telephone operators, timing is critical when handling calls. They need to monitor the duration of each call to ensure that they provide efficient and timely service to callers. The clock allows operators to track call durations accurately.

Stationary

Ussually use to perform their job effectively. Such as Pen, Pencil and Corrector. The main function is to write any message that come from phone conversation.

Message Note

A Telephone Message Note, also known simply as a message note or message pad, is a physical or digital document used to record important information related to telephone calls when the recipient of the call is unavailable or unable to answer the phone. It serves as a way to capture essential details about the call so that the recipient can be informed later or take appropriate action. Telephone message notes are commonly used in office settings, reception areas, and other places where phone calls are received.

Here are the typical elements found on a Telephone Message Note:

1. Date and Time: The date and time of the call are usually recorded at the top of the message note. This information helps in tracking when the call was received.
2. Caller's Name: The name of the person or organization calling is recorded. This is important for identifying the caller.
3. Caller's Phone Number: The caller's phone number is noted so that the recipient can call back if necessary.
4. Message: A space is provided for recording the message or reason for the call. This could include details about the purpose of the call, any specific requests or questions from the caller, or other pertinent information.
5. Recipient's Name: The name of the person for whom the message is intended is recorded. This ensures that the message reaches the correct individual or department.
6. Action Required: In some cases, the message note may include a section for specifying any action required by the recipient, such as returning the call, scheduling an appointment, or addressing a particular issue.
7. Signature: The person taking the message may sign or initial the note to indicate that they have recorded the information accurately.
8. Urgency Level: Some message notes include a field to indicate the urgency of the message, helping the recipient prioritize their response.
9. Contact Information: The contact information of the person taking the message may be included in case the recipient needs to follow up with any questions or clarifications.

Telephone message notes can be pre-printed forms or digital templates, and they are typically kept near the telephone or in a designated message center. They serve as a valuable communication tool, ensuring that important information from phone calls is not lost or forgotten and that the appropriate actions are taken in response to the messages left by callers.

Important contact list number

An important telephone number list, often referred to as a "phone directory" or "contact list," is a document or digital resource that compiles essential phone numbers and contact information for various individuals, departments, and services within an organization or personal context. This list serves as a convenient reference for quickly accessing important numbers when needed. Here are some categories of phone numbers that are typically included in an important telephone number list: emergency contacts, company/customer contact, works contact, financial organization contacts, etc.

Block Note

A block note, often referred to as a notepad or memo pad, can be a handy tool for jotting down important notes or information during telephone communication. Having a dedicated block note nearby while on a call allows you to record key details, action items, or reminders that may be discussed during the conversation.

Here's how you can use a block note effectively for telephone communication:

1. Call Details: At the top of the page, note down the date and time of the call, as well as the caller's name or phone number if it's not already displayed on your phone.
2. Key Points: During the call, jot down key points, information, or messages being conveyed by the caller. This can include important details, instructions, or answers to questions.
3. Action Items: If the call leads to tasks or action items for you or your team, list them clearly. Include deadlines, responsibilities, and any specific steps to be taken.
4. Questions: If you have questions or topics you'd like to address with the caller, make a list of them on the notepad to ensure you don't forget to ask.
5. Clarifications: If there are any areas of the conversation that need further clarification or follow-up, note them down so you can revisit them later.
6. Contact Information: If the caller provides contact information or references to other people or departments, write them down for future reference.
7. Next Steps: Summarize what was agreed upon during the call and outline the next steps to be taken, whether by you, the caller, or others involved.
8. Personal Notes: If you need to remember something specific about the caller or the context of the call, feel free to add personal notes that can help you recall details later.
9. Reminders: Use the block note to set reminders for yourself, whether it's to return the caller's message, make follow-up calls, or perform specific tasks related to the call.
10. Timestamps: Optionally, you can include timestamps for significant points in the conversation. This can help you quickly refer back to specific moments during the call.
11. Call Outcome: At the end of the call, summarize the overall outcome or conclusion of the conversation. This can serve as a quick reference point when reviewing call notes.
12. Sign and Date: Once the call is finished and you've completed your notes, sign and date the page to indicate when the information was recorded.

By using a block note in this way, you ensure that you capture important information during telephone conversations, which can be invaluable for reference, follow-up, and maintaining clear communication with callers and colleagues. Additionally, keeping a record of your telephone interactions can help with accountability and organization in both personal and professional contexts.

Telephone handling procedures

There exist two distinct approaches to managing telephone communications. Specifically, the task involves managing both incoming and outgoing telephone communications.

a. Incoming calls

b. Outgoing Calls

Telephone Ethics

Formal phone ethics at office, as below:

1. Answering Calls:
  - Answer calls promptly, ideally within the first few rings, to demonstrate responsiveness.
  - Use a professional greeting, such as "Good morning/afternoon, [Your Name] speaking. How may I assist you?"
2. Identify Yourself:
  - Clearly state your name and department or organization when answering calls.
  - Avoid using informal or overly casual greetings.
3. Active Listening:
  - Pay close attention to the caller's words, tone, and concerns.
  - Take notes if necessary to remember important details.
4. Respectful Language:
  - Use polite and respectful language at all times.
  - Address callers with courtesy, using titles and last names when appropriate.
5. Speak Clearly and Articulately:
  - Speak in a clear, articulate manner, avoiding mumbling or speaking too quickly.
  - Avoid using slang or colloquialisms.
6. Tone and Volume:
  - Maintain a professional and calm tone of voice.
  - Adjust your volume to a comfortable level, neither too loud nor too soft.
7. Hold for a Moment:
  - If necessary, ask the caller to hold and wait for their response.
  - Use phrases like "May I place you on a brief hold?" and wait for their acknowledgment.
8. Transferring Calls:
  - When transferring calls, inform the caller of the transfer and provide the name and extension of the person they will be speaking to.
  - Ensure a smooth handover of the call to the intended recipient.
9. Voicemail Etiquette:
  - Leave clear and concise voicemail messages, including your name, contact number, and reason for the call.
  - Return voicemail messages promptly.
10. Confidentiality:
  - Ensure that sensitive or confidential information is not discussed in open office spaces or overheard by others.
  - Use discretion when discussing private matters.
11. Avoid Interrupting:
  - Allow the caller to complete their sentences or questions before responding.
  - Avoid interrupting or talking over the caller.
12. Confirm Information:
  - Repeat important information, such as names, phone numbers, and addresses, to ensure accuracy.
  - Use spellings or phonetic pronunciation if needed.
13. Transfer to Appropriate Departments:
  - Direct calls to the relevant departments or individuals based on the caller's needs.
  - Avoid transferring the caller unnecessarily.
14. Ending Calls:
  - Politely signal the end of the call by asking if there is anything else you can assist with.
  - Thank the caller for their time and wish them a pleasant day.
15. Documentation:
  - Keep detailed records of phone conversations, especially in business or customer service roles.
  - Document key points discussed, commitments made, and any follow-up actions required.
16. Compliance with Policies:
  - Follow your organization's policies and guidelines regarding phone communication and confidentiality.
17. Feedback and Improvement:
  - Seek feedback from supervisors or colleagues to improve your phone etiquette skills.
  - Address any issues or concerns raised constructively.

Formal phone etiquette in the office contributes to a professional and respectful work environment, enhances customer service, and fosters positive relationships with clients, colleagues, and business partners. By following these guidelines, you can ensure that your phone interactions in the office are conducted with the utmost professionalism.

Conclusion

The key aspects of telephone handling:

1. Answering Calls: Telephone handling starts with answering calls promptly and professionally. It's important to greet the caller with a friendly and polite tone, typically by stating the name of the organization or your own name, and asking how you can assist them.
2. Active Listening: Effective communication over the phone involves active listening. Pay close attention to the caller's needs, questions, or concerns. This helps you provide accurate and relevant information or assistance.
3. Clear Communication: Speak clearly and at a moderate pace to ensure that the caller can understand you easily. Avoid using jargon or technical language that the caller may not be familiar with.
4. Empathy: Show empathy and understanding towards the caller's situation, especially if they are facing a problem or expressing frustration. Empathetic responses can help calm the caller and build rapport.
5. Problem Solving: Many calls involve addressing issues or solving problems. Telephone handlers should be skilled in problem-solving and be able to provide solutions or escalate issues to the appropriate department when necessary.
6. Politeness and Courtesy: Maintain a polite and courteous tone throughout the conversation. Even if the caller is upset or irate, it's essential to remain professional and respectful.
7. Efficiency: Aim to resolve the caller's issue or answer their questions as efficiently as possible. Avoid unnecessary delays or transfers to different departments unless it's required.
8. Confidentiality: Respect and maintain the confidentiality of sensitive information shared by the caller, such as personal details or account information.
9. Ending the Call: When concluding the call, summarize the key points discussed, ask if the caller has any additional questions, and thank them for contacting you. Ensure that the caller feels satisfied with the interaction.
10. Follow-Up: In some cases, it may be necessary to follow up with the caller after the initial conversation to ensure their issue has been resolved or their needs have been met.

Simulation

* Please write down the message that leave by caller into Message Note. You may download the format from the link below.

Quiz

This is a quiz using internet connection. Please click link below. And you have to find hiding words inside the puzzle. The purpose of the quiz is to find the word that related with phone handling activities (Do and Don't).

[Image: Click the link to play the game]