Business Telephone Conversations Checklist

Making Telephone Calls:

• Your working place should be prepared properly. Plan what you will say in different cases.

Prepare and place conveniently on your table all required documents, paper, notebook, pen etc. Do not waste your and client's time for such operations like searching a pen.

• If it is possible try to send e-mail or fax previously to explain the topic of telephone conversation and clarify important points.
• If you do not know the name or post of the person you need to speak with, you should explain briefly why you contact their company and ask the person who handles these affairs.
• Take into account the time difference between the countries and locations, besides take into account costs of international and mobile calls.

Answering the Telephone:

• Try to answer promptly, but not instantly, answering the second ring would be ok
• Introduce yourself clearly and give the name of your company
• Make a note of caller's name and periodically address to caller by name
• Speak friendly and enthusiastic
• Speak calmly, clearly and evenly
• If it is necessary to speak to co-worker during conversation with client it is advisable to apologize and put caller on hold, but do not take part in two parallel conversations.
• If someone calls in inconvenient time do not sound irritated.

Ask the caller's contacts and if details can be e-mailed or faxed and/or appoint for him/her sufficient time to call back.

• When transferring a caller always warn him/her about this and explain why you are doing so.
• When dealing with complaints of discontented clients do not become irritable, do not take abuse personally and do not overreact. Stay calm and do not argue with client. Tell the client exactly what actions will be taken to solve the situation.

General recommendations:

• Never use any slang words because they can cause misunderstandings and can sound rude or unprofessional.
• Arrange the telephone techniques training for staff.
• Keep conversations in business course. Do not protract conversations, customers may become bored or switch off.