Task 3

Instructions: The following task is to be submitted to your teacher in one of the two ways described below.

 

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Communicate in the Workplace - Task 3

 

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Student Name

Teacher Name

Distance Education Centre 

Telephone Technique

Answer the following questions in detail and in sentences. The Help information  may assist you.

a) How can you convey a positive and cheerful impression when handling clients on the phone?

b) Why is it important to identify the name of your organisation?

c) Why should you avoid colloquial (everyday) language and technical jargon?

d) What can you say instead of the following negative or inappropriate phrases:

'I don't know' 
'I can't'
'You will have to'
'Just a second'
'Hang on'
'No'
'She hasn't come in yet'

e) Why should you apologise for any mistakes your business may have made?

f) What should you do if you are unable to help the caller?

 

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