Telephone Communication

Employees are expected to be able to make and answer calls in a way which is?

• Considerate

• Respectful to both customers and other staff members

• Perceived professional by all stakeholders

• Always formal

Each phone system is different so you will need to ask how to?

• Transfer calls internally

• How to get a dial tone to make an external call

• Set up a voicemail

• Forward your calls

• All of the above

The last 3 or 4 digits of the telephone number becomes the staff member’s extension number?

• True

• False

Texting, surfing the web on your phone, instant messaging - doing any of these things during a meeting shows

• You are a busy professional

• You are productive

• You are popular and in demand because of your level of expertise

• You are not being attentive, therefore considered disrespectful

Unfortunately, many companies still do not have policies on smartphone use in the workplace, which leaves it up to employees to feel their way across uncertain terrain

• True

• False

It’s part of good business etiquette and office courtesy when?

• You have your smartphone on silence, but can discreetly respond to text messages and emails because they are considered urgent during business hours.

• Smartphone and/or mobile phone etiquette is demonstrated in the workplace

• You leave your smartphone in your desk during meetings

• You put your mobile phone on 'Aeroplane' mode

When speaking on the phone your pronunciation should be clear or it may be difficult for the person you are talking with to take you seriously and will request to speak to your team-leader?

• True

• False

When you take a message often the person who receives the message will want to know what the call was about this is so they can?

• They love a good gossip from time to time

• It's considered to be polite

• It's considered proper telephone etiquette

• Find out the right information before calling back

When you end the call, you should:

• Make sure that the caller has no more queries (is there anything else I can help you with?)

• Thank the caller

• Let the caller put down the receiver first so they don’t feel you have cut them off

• All of the above

Customers call a service provider to?

• To have problems solved, clarify situations and to make arrangements

• Solve problems, seek products and services updates and to advise of change of details

• Solve problems or to advise of a problem they are experiencing

• Have a good old chat