Chapter 6

Screen calls tactlessly

s a subject listing of
businesses, agencies, and organizations that pay for the listing of their name and perhaps for
an advertisement

Dial telephone – the conventional type called the “rotary” telephone is a 10-hole
dial telephone which is now being replaced by the touch-tone telephone being
installed for all new telephone subscribers by the Philippine Long Distance
Telephone Company.

Similar to the touch-dial telephone for the house
but having many more features is the Keyphone System
for business use. It has a speaker or hands-free feature,
background music, call back, call pick-up, call transfer,
call forwarding, conference call, and headset
compatibility.

A not so important telephone skills is how to listen. Most of us listen with
half an ear. Our attention span is short. Our mind wanders. We are so preoccupied with
our own thoughts and what we want to say that we often interrupt the other person in
mid-sentence.

You can talk with several persons in different places at the same time

to manage a difficult caller Let the customer exhaust his/her emotions. Most customers will not continue
for more than thirty seconds.

is a 12-button keyboard arrangement. It includes 10 number
buttons plus some special buttons that activate automatic electronic feature,
making it possible to place a call in half the time it takes to dial a rotary-type
phone.

is an alphabetic listing of all subscribers

Enunciate your words. Be careful with your t and d, and p, b, and f. Say S in Sam, P
as in Peter, etc. Do not speak with food, gum, or pencil in your mouth