Handling Telephone

When answering the phone, you should greet the caller by saying:

• "Good morning/afternoon/evening."

• "Hello?"

• "May I help you?"

• "Who is this?"

After greeting the caller, you should identify yourself and your company or department. We can say:

• "This is [Your Name], speaking."

• "Hello, [Company Name]."

• "May I know who's calling?"

• "How can I assist you?"

If the caller asks for someone who is not available, you should:

• Offer to take a message.

• Tell the caller that the person is unavailable.

• Ask the caller to call back later.

• All of the above.

When taking a message, you should:

• Write down the caller's name and phone number.

• Get the caller's message clearly and concisely.

• Repeat the message back to the caller for accuracy.

• All of the above.

If you are not sure how to answer a caller's question, you should:

• Admit that you don't know the answer.

• Apologize to the caller.

• Offer to find out the answer for the caller.

• All of the above.

When ending a phone call, you should:

• Thank the caller for calling.

• Ask if there is anything else you can help with.

• Say goodbye politely.

• All of the above.

Which of the following is NOT a good way to handle a difficult caller?

• Staying calm and professional.

• Arguing with the caller.

• Using profanity.

• Trying to de-escalate the situation.

It is important to keep a phone conversation brief and to the point.

• True

• False

You should always smile when you are talking on the phone.

• True

• False

It is important to use a clear and concise speaking voice when you are on the phone.

• True

• False