Question

1.How can you project a more positive image over the telephone?

2. What information should you always get when taking telephone messages?

3-When transferring calls, what should you avoid and why?

4-When you leave a message on voicemail, what information should you give?

5-What is telephone tag, and how can it be avoided or reduced?

6. How are small businesses benefiting from today’s technology?

Answer 1

1) By carefully managing quality of voice, tone and choice of words, one can project a more positive image over the telephone. Voice quality that needs to be managed well is pitch, rate of speech and timbre. While speaking always ensure that you are using the mix of pitch (high or low), making use of average 150-160 words in a minute while speaking and always have a pleasant voice to project positive image.

Tone of a person conveys mood. It is important to ensure that the mood doesn't get reflected while speaking on telephone as it will help in building positive image.

Choice of words is essential while considering with whom you are speaking. In a formal setup, usage of industry jargons may help but in an informal setting they may not. Restrict usage of slangs, regional phrases etc. It is important to consider vocabulary and speech patterns for building positive image.

2) When taking telephone message, the information one should always get is:

• Note down the date and time when the caller called
• Take down their name, designation and company name (if official) or name (if unofficial)
• Take down their Phone number even if the caller insists that his number is already saved with the right recipient
• Take down the message accurately without missing any detail and ensure the caller of transferring the message to the recipient, ask the caller the appropriate time to receive a call back
• Transfer the message to the recipient and inform them that the caller is waiting to hear from them

3) When transferring calls, always take the permission of the caller before transferring the call, be on the call till the time the recipient takes it, introduce the two parties to each other and then disconnect.

4) While leaving a message on voicemail, ensure to share your number, company name, phone number, key message to be shared and the appropriate time to receive a call back.