2.3 State the points to remember when taking down telephone messages
2.4 How often do you go back to a caller on hold?
2.5 What words should you use when making a call?
2.3 Points to remember when taking down telephone messages:
- Make sure to write down the caller's name, contact number, reason for calling, and any specific details or requests.
- Repeat back the message to the caller to ensure accuracy.
- Note down the date and time of the call.
- Always be polite and professional throughout the conversation.
- If the caller requests a callback, make sure to note down the preferred time and method of contact.
2.4 How often you go back to a caller on hold will depend on the situation and the company's policies. In general, it is important to check in with the caller periodically to update them on their status and let them know they have not been forgotten. Common intervals for checking in could be every 30 seconds to 1 minute.
2.5 When making a call, it is important to use polite and professional language. Some suggested words and phrases to use include:
- "Hello, this is [Your Name] calling from [Your Company]."
- "May I speak with [Caller's Name] please?"
- "I am calling regarding [Specific reason for the call]."
- "Would it be a good time for you to talk now or can I call you back later?"
- "Thank you for your time and attention."