07/08/2025
COMMUNICATE LIKE A PRO
Tip1
PHONE CALLS
1. Be in a quiet area with minimal distractions or background noise. Do not be talking to some one else whilst you are on a call, it comes off rude and indicates you do not value the time and attention of the other party.
2. Know the Purpose: Have necessary documents or information ready as you get on the call.
3. Have a Notepad/Device: Be ready to take notes if needed.
4. Greet Clearly and Warmly:
“Good morning, [Company Name], this is [Your Name]. How may I help you?” when answering a call.
When making a call, introduce yourself ask whether you have the right person or company on the call and state the purpose of your call after, do not engage is small talk, stay focused.
E.g "Good afternoon, this is Mr IG calling from IGNL, I was hoping to speak to some one in sales I would like a quotation for a number of products but need clarity.
5. Use a Friendly, Calm Tone: Smile – it can be “heard” in your voice.
6. Avoid Slang or Informality: Stay courteous and professional.
7. Listen Actively: Don’t interrupt. Let the caller finish their sentence.
8. Be Concise and Clear: Respect the other person’s time.
9. Speak at a Moderate Pace: Avoid rushing your words.
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During the Call
Use Professional Language: Avoid filler words like “um,” “you know,” or slang.
Always use official language to begin conversation unless the other party demonstrates an inability to communicate effectively and clearly in that language.
Use the Person’s Name (if known): It builds rapport.
Clarify If Needed: Don’t pretend to understand; ask politely.
Avoid Eating or Drinking: It’s distracting and unprofessional.
PUTTING SOMEONE ON HOLD
1. Ask Permission:
“Would you mind holding for a moment while I check that for you?”
3. Thank Them for Holding: When you return
TAKING MESSAGES
1. Get Key Details: Name, phone number, time of call, and message content.
2. Repeat Back the Message: To ensure accuracy.
Ending the Call
Summarize Key Points: Briefly confirm any action items.
End Politely:
“Thank you for calling, have a great day!” “It was nice speaking with you. Goodbye.”
