Secretariat

Call care is a task that requires a knowledge of certain specific education standards for the telephone medium if we want that confusion, anger and negative effects are not generated. Receiving calls implies, therefore, a brief review of these standards. In this text we are going to propose that seem most relevant. Firstly there is the initial receipt of the call. When you perform this action must respond as quickly as possible (let the phone ring transmits carelessness and neglect), spontaneously and using a formula that includes the correct temporary greeting (good afternoon, days etc.) a presentation of our person (am., or speech with..) and a sample of positive prediposicion (what can I do for you?). If I had to leave to the interlocutor in standby is extremely important us to inform you of the reason why we left him waiting and the approximate time that we think will take to assist you (if this time exceed 50 seconds would be later called us and not leave him waiting) in second place we have the transfer of calls. In this aspect we need to bear in mind that when we transfer a call it is possible the interlocutor this bouncing from one phone to another if we do not do this correctly, something that deeply upset and that can degenerate into an anger. Therefore it is very important that before you perform this task we know to perfection as he is done through our phone and above all that we make two things: a) that the person that we transfer the call is available (to avoid that our initial interlocutor is in limbo) b) that the person that we transfer the call is the right person you need to talk about our initial interlocutor.

This last point, in fact, is one of the most common mistakes in calls attention because many times the transfer seems that we forget the calls, it stops being a problem our, when a transfer to the wrong person becomes a problem for the entire organization, both because of the possible anger of the interlocutor for the loss of productivity that implies. Thirdly we have the progress of actual conversation. Basically at this point what prevails is education, a correct language use and transmission of positivity through a tone of voice that can make up for the lack of existing telephone conversations (telephone smile) paralenguaje. In general we can say the right thing would be to avoid technical words, expressions, offensive or negative, avoid using a question in response to another question, etc.. In last place is the way to conclude a call in which most importantly is that thank the interlocutor for your time and be transmitted from net shape telephone smile. Turn is convenient to realize an eventual contact form and always try to conclude the call in last place. Take these aspects into account ensures a correct management of the call and should be part of the script of any company aimed at Secretariat original author and source services of the article.