Make and Receive Telephone Calls
Performance
Indicators :
Make Calls
1. Identify the purpose
of the call
2. Obtain the name and
numbers of the person to be contacted
3. Make contact with the
person
4. Communicate
information to achieve the purpose of the call
5. Summarise the outcomes
of the conversation before ending the call
6. Report telephone
system faults to the appropriate colleague
Receive calls
1. Answer the telephone according to organisational procedures
2. Project a positive image of self and the organisation
3. Identify the caller, where they are calling from and what they need
4. Provide accurate and up-to-date information to callers whileprotectin confidentiality
and security
5. Take and pass on messages according to caller’s needs
6. Deal with problems in handling calls, referring to the appropriate person
where necessary
4
Knowledge And
Understanding
1. The different features
of telephone systems and how to use them
2. Organisation
structures and communication channels within an organisation
3.
How to follow
organisational procedures when making and receiving calls
4. The purpose of
projecting a positive image of self and the organisation
5. The purpose and value
of confidentiality and security when dealing with callers
6. The types of
information that could affect confidentiality and security and how to handle these
7. The purpose of
summarising outcomes of a telephone
conversation before ending the call
8. How to identify
problems and who to refer them to
9. How to report
telephone system faults
Make Calls
1.
The reasons for
identifying the purpose of a call before making it
2.
The different methods
that can be used to obtain the names and numbers of people that need to be
contacted
3. How to use telephone
systems to make contact with people inside and outside the organisation
Receive Calls
1. How to identify the
caller and their needs
2. The purpose of giving
accurate and up-to-date information to callers
Example
Dialouge
Secretary : Good morning. Gama Corporation. Can I
help you?
Caller : Good morning. May I speak to Mr
Fahrur Assegaf, please?
Secretary : Who’s speaking, please?
Caller : This is Apryan Siregar of Horasindo
Oil Company.
Secretary : I beg your pardon, Sir. Could you
spell your first name, please?
Caller :
Alfa-Papa-Romeo-Yankee-Alfa-November. That’s APRYAN.
Secretary : Thank you, Mr Apryan Siregar. Just a
moment, please.
Caller : All right.
Secretary : I’m sorry, Sir. Mr Assegaf is in a
meeting with the Board now.
Caller : That’s OK! He is the Headboard.
Can I leave a message?
Secretary : With pleasure, Sir.
Caller : Please tell him to call me back
at 1 p.m. today.
Secretary : Right, Sir. Could I have your phone
number, please?
Caller : Sure. +62-817-410-4496. Have you
got that?
Secretary : Yes, Sir. +62-817-410-4496. Anything
else, Sir?
Caller : Is Mr Rahmat, his assistant, in?
Secretary : I’m sorry, Sir. He is attending a
seminar in Ogan Hotel.
Could I take your message, Sir?
Caller : Emm…please tell him that I’ll
come to see him at 9 tomorrow morning.
Secretary : Right, Sir. I’ll give your message.
Caller : OK. Thank you for your help.
Goodbye.
Secretary : You’re welcome, Sir. Goodbye.
Souce :
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