telephonehandling-221027145105-fc7c5d91.pptx

phone handling

1. TELEPHONE HANDLING By : Faizal Al Farisi

2. When you answer the phone at home, what do you say? Then, how the people answer the phone at work?

3. RECEIVING CALLS ( Menerima Panggilan )

4. Initial Greetings Good morning/afternoon/evening. (Company name), how may I help you? Hello, PT AKAEL speaking, Can I help you?

5. Requesting Identity Who’s calling, please? May I ask who’s calling? Who’s speaking, please?

6. Asking The Caller to Hold Hold the line, please. I’ll see if he’s in Hold on, please. He’s coming now Just a moment, please. She’ll be with you right away One moment, please. I’ll see if he’s free He’s speaking on the other line. Will you hold?

7. Connecting to The Caller I’ll connect you with the manager One moment, I’ll connect you. Thank you for holding I’ll transfer your call now.

8. The Person Being Called is not in I’m sorry; the manager is out at the moment I’m terribly sorry. Mr Hotman is away on business right now He is not in the office now, but he’ll be back at 4 o’clock

9. MAKING CALLS (MEMBUAT PANGGILAN)

10. Requesting a Particular Person or Service May I speak to Mr. John, Please? May I speak to the manager, please? I’d like to talk to someone in Customer Service

11. Identifying Yourself This is Mr. John's secretary This is Pierre Humphrey I'm calling on behalf of PT. AKAEL

12. The Person You are Calling is not in Could you tell me when he’ll be back? Do you know what time she’ll be back?

13. Leaving a Message Yes, could you tell him to call me back? Yes, tell her that I call. This is Rita No, thanks. I’ll call back later No, thanks. It’s not urgent

14. Example Dialogue 1 Dina is calling her friend. Robin at the other room, in the some Office Dina : Hello, is that Robin? Robin : Yes, who’s speaking? Dina : Dina. Can you help me? Robin : Yes, certainly Dina : I don’t find the receipt you gave me yesterday Robin : I’ll come to you in a minute

15. Example Dialogue 2 Someone to see Mr. Lubis , the general manager Caller : Hello, May I speak to Mr. Lubis ? Secretary : Who’s calling please? Caller : Andy Wibowo , is he in, please? Secretary : He isn’t in the office, sir. Would you like to leave a message? Caller : No, thanks Secretary : Would you call back later? Caller : Yes, I will

16. Sometimes, there may not be anyone to answer the telephone and you will need to leave a message. Make sure that the person who should receive your message has all the most important information he/she needs. Your name, The time, the reason for calling, and your telephone number

17. Choose the correct number A,B, C, or D for each number Caller : Hello. ... ......... ? Nita : I'm sorry, he is out. Could you call back at four? Caller : All right. Thank you. a. Could you speak to Mr. Aziz, please b. Can I take a message from you c. Could I speak to Mr. Aziz, please d. Would you like to call him again

18. Raihana : … ………. Mrs. Anni : I’m afraid you have the wrong number, Miss a. Hello, is this Mrs. Ita’s house? b. Excuse me. Where is Mrs. Kim? c. Hello, who’s speaking, please? d. Could you tell me where your wife is?

19. Tiara : Hello, Ericsson telecommunication. Can i help you? Pino : I would like to speak to Mr. Ericsson please. Tiara : .... .... . You'll be speaking withhim in a sec. Pino : Thank you. a. Just a moment please. b. I'm sorry he is busy at this moment. c. Can you call back in five minutes. d. Thank you for your call

20. Ferry : Hello. ......I’m calling from Tech n’ Lifestyle Magazine.Leanna: Hello, Tokichi computer. What can I do foryou Sir? a. Can I speak to Mr. Tokichi b. Hello, I am Leanna c. this is Leanna d. this is Ferry

21. Telephone Message For : Mr. Graham Date : 10/6/2000 Time: 12.00 From : Ms. Kim Beverly Departure of Agriculture Phone : [phone] Message : Please ring him. Urgent. Tell him If I have received his facsimile. Taken by : Anita Based on the telephone message form, who's the message for? It's for ... a. Ms. Kim Beverly b. Mr. Graham c. Anita d. Urgent

22. TUGAS Membuat dialogue dengan teman satu meja , minimal 10 baris dan memasukkan point dari receiving calls juga making calls . Tentukan tema dialogue yang akan dibuat .

23. Thank You