Telephone Courtesy Under Different Scenarios

Here are some suggestions of the Language to use & Points to Note under the following common scenarios.



Scenarios : Greetings


Language to Use (Examples)


 Good morning, ABC Company, HR Division, Amy speaking. How may I help you?

Points to Note



 Use the right title when addressing people. Use Mr. or Sir for males. For women, ask for her preference, like “Shall I address you as Miss or Mrs?”

 Answer the phone within 3 rings.

 Be enthusiastic when you answer – help make the caller feel truly welcome, not interrupting your work.

 Use friendly phrases, like “How may I help you?”, “How are you today?”, “Thanks for calling.”

 Smile when you pick up the receiver.

Scenarios : Putting a Customer on Hold

Language to Use (Examples)

Before


 Mr. Lai, would you hold a moment, please? I will check that for you.

 Mr. Lai, Mr Chan is on the phone. Would you like to hold, or would you like Mr. Chan to call you back?

After

 Mr. Lai, thank you for holding. The number you need is…

 Mr. Lai, thank you for holding. I will transfer you to Mr. Chan now.

 Mr. Lai, thank you for holding. I’m afraid that Mr. Chan is still in a meeting. Shall I ask him to call you back?

Points to Note


 Never hold a customer for more than 15 seconds.

 Always check if the caller would like to hold. If he/she doesn’t want to, offer to take a message.

 Tell the caller that you will put him/her on hold before you do so.

Scenarios : Transferring a Call

Language to Use (Examples)

 May I have your name & your company name, please? Please hold a moment, Mr. Lai. I will transfer you.

 Please hold a moment, Mr. Lai. I will transfer you to Amy, Mr. Chan’s secretary. She will be able to help you.

 Mr. Lai, my colleague will be able to answer your enquiry. Please hold a moment, I will transfer you to my colleague, her name is Mary.

 Mr. Lai, I will transfer you to Peter Lee. He is the Vice President of the PB Division. His direct number is 2300 7680, just in case the transfer was not successful.

Points to Note


 Identify the caller & company details before you transfer the call.

 State your intention before you transfer the caller – do not just transfer the caller without saying what you are going to do.

 Give the caller the number of the person he/she needs to speak to (if he/she doesn’t already know), to save him/her to call & be transferred again.

Scenarios : Taking a Message

Language to Use (Examples)


Before

 I am sorry, Mr. Lai. Mr. Lam is in a meeting. May I take a message?

 I am sorry, Mr. Lai, her line is busy. Would you like to leave a message?

During

 So that’s 2789 9000, is that right, Mr. Lai?

 So you would like to know more about our products, is that right, Mr. Lai?

 I am sorry, sir. I could not catch what you said. Could you speak more slowly, please?

 I am sorry, madam. I couldn’t hear what you said. Could you speak a bit louder, please?

After

 I will give your message to Mr. Lam. Thank you for calling.

 I will make sure that Mr. Lam gets your message. Thanks for your call.

Points to Note


 Always offer to take a message – do not wait until the caller asks.

 Do not tell the caller that you don’t know where your colleague is. Always give him/her a reason.

 Always check back & confirm key information, such as customer’s name, company name & telephone number.

 Re-assure the caller that you will pass on the message before you hang up.

 Always thank the caller for calling.

 Make sure that you have got the caller’s name, company name, telephone number, message, call date & time etc. right before you hang up.