3rd Telephone Etiquette

Ask for a person by name

Your name

Ask the name of the person you called

Hello

Morning, Hannah speaking. How may I help you?"

Good morning, UUM Bursary, this is Hannah speaking. How may I assist you?"

This is Hannah. What now?"

Good morning. How may I help you?"

the way you greet a guest.

the way you see a guest.

the way a guest greets us.

the way a guest greets us.

Never

When you want

during your break

...is soft and relaxing.

...is the same as your normal speaking voice.

...is confident and clear.

...has no emotion.

transfered call

call on hold

preferential call

informal call

Take ownership/ your name / anything else?

thank you/ name of the company/ goodbye

Name of the company/ your name/ offer help

Solve the problema/ thank you / goodbye

Transfer to another department

Call on hold

Transfer to the corresponding department

Hung up

Considerate

Perceived professional by all stakeholders

Respectful to both customers and other staff members

Always formal

Communication means having strong and confident body language

Communication is talking to each other on a regular basis to build rapport.

Communication is the transmission of an idea or feeling so that the sender and receiver share the same understanding