Activity 3.4

This is what a good telephone communication should speak:
1. Pick up the telephone before the third ring.
2. On answering the phone, show the caller you are enthusiastic and welcoming. Introduce yourself, for example by saying, ‘Good morning, Snowcone Ltd., Sarah speaking. How may I help you?’
3. When speaking to the caller, use appropriate business language and not slang or jargon. For example, instead of saying, ‘OK’, use the word ‘certainly’.
4. If you are unable to answer the caller’s question, tell them that you need to consult someone else and would they mind waiting. You could also offer to call them back (but make sure you do, even if you don’t have success finding an answer). If they are transferred from one person to another they are likely to get very upset.
5. When you have answered the caller’s question it is polite to ask if there is anything else you can do for them. This is a polite way of bringing a call to an end.
6. Thank the caller for their enquiry and say goodbye.

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