TELEPHONE CONVERSATIONS

Telephoning basics

• attitudes to using the telephone
• identifying yourself/getting through
• making excuses
• dealing with communication problems
• exchanging and checking information

Messages - answering-machine greetings

• leaving and taking messages
• taking notes

Appointments

• making and confirming arrangements
• reaching agreement
• saying times and dates

Complaints

• making and dealing with complaints
• strategies for complaining, apologizing and solving problems
• a technical support hotline
• tips for telephone customer care