Telephonic Communication

 (A I Patel)

B.Com. – I , Semester – II

MODULE – VI

A)Telephonic Communication

•Introduction:

Telephone communication or telecommunication refers to the practice or communication over a telephone. Telephone communication first came into existence in 1876 when Alexander Graham Bell invented it. Numerous developments have taken place since then. It has revolutionized the business world considerably. With increasing amount of business being done over the telephone and its use in 24 hour professional call centres, it becomes imperative to have effective telephone communication.

The purpose of the unit is to make students familiar with the spoken English used in telephone communication. Telephone communication is both, formal as well as informal but, the present unit focuses on formal type. In modern business establishments, the receptionist, the switch-board operator, the Office-assistant are required to talk to people on telephone. Telephonic communication is used to give information, make inquiries, give messages, fix appointments, book a hotel room or a train/ bus/ plane ticket, to deal with complaints etc. Telephonic communication needs to be clear and precise to be effective. Effective communication results in productive relationships and can yield better customer service and sale. We shall see some basic telephonic interactions and the necessary spoken expressions.

I)A Business Phone Call:

A business phone call begins with an introduction. Here are some common expressions used while introducing oneself on the telephone:

•"Hello, this is ………….”

•"Good morning ……….. here."

•"This is ..........speaking."

•"Could I speak to …………. Please?

 

While calling in a business context, you should show politeness by using words like:

'could', 'would", 'can', 'may"

•For example:

•"Could you connect me to Laura, please?"

•"Would it be possible to hold the meeting on Friday?"

•"May I have your phone number, please?"

•"Could you spell it for me?"

Also, note that while requesting or asking for help or information, you should use: please', 'thank you, thank you very much' etc.

•For example:

•"Thank you very much, Suresh."

•"Could you repeat that please?"

One of the most important things to remember during a phone call is to maintain a polite and friendly tone. Usually in business calls the language used is formal spoken English. However, some informal expressions may be used to provide polite and friendly tone.

•For example:

•"Okay, bye"

•"Thanks"

•"Cheers”

•"No problem"

After introduction, sometimes you need to give additional information like where you are speaking from or on whose behalf you are speaking:

•"I'm calling from Pune"

•"I'm calling on behalf of Model College, Karad”

 

Study the following responses from the receiver to the caller:

•"Hello, Alka Patil here".

•"Modern Textiles, Good Morning. How may I help you?"

•"Yes. Hold on the line please."

•"May I know who's speaking please?"

•"I'll just put you through”

 

II)Expressing Negative Reply:

Sometimes the person wanted is not available or the caller has dialed a wrong number. In such cases you need to give a negative reply. But, it should not sound rude. You can use expressions like:

•I'm afraid....is busy at the moment, can I take a message

•I'm sorry; Suvarna is out of station today.

•Sorry, you may have dialed the wrong number.

•I'm afraid the line is busy at the moment. Could you call back later please?

 

III)Asking for Repeating Point:

If a person speaks fast or in a low voice or there is some problem in communication then the other person should get the things clarified and ask for repeating the point:

•I'm afraid I can't hear you very well.

•Could you repeat that please?

•Would you mind speaking up a bit please?

A receptionist or office assistant is often required to take or give messages during a telephonic call. The following expressions are useful in such circumstances:

•Can I have your name and number please?

•Can I have a message please?

•Could you please ask ………….. to call me back?

•Could you spell that for me please?

•Can I just check the phone number please?

 

IV)Dealing with Complaints:

As a receptionist or an office assistant, you may have to encounter angry callers and deal with their complaints. In such situations you should not lose your calm. Whenever you are dealing with clients over the phone, remain positive and all that you can to satisfy them, empathize with them when necessary.

Read the following conversation carefully:

 

Robert       :   Hello, this is Robert from Karad.

Rakesh       :   Sage Publications, Delhi. Good morning,      Robert How may I help you?

Robert       :    My college hasn't received the International journals in English Literature and Social Sciences. It is two months now since paying the subscription. It's very shocking and not at all expected from a reputed Publication like,yours.

Rakesh       :     I'm sorry to hear that Robert. Could you please give me your subscriber number?

Robert       :     Just a moment. Here you are. It's 54628/2017-18

Rakesh       :     Please hold on for a moment. Let me check.. Yes. We have received your subscription. The journals have already been dispatched on Jan 7, 2017 to Modern College, Delhi. It is surprising you haven't received them.

Robert       :     Excuse me, it should have been Model College and not Modern College. How could you be so negligent?

Rakesk       :    I am extremely sorry, Robert. Be assured you will soon receive the next issue and we shall reschedule your subscription from February onwards for two years.

Robert       :     Thanks a lot.