Golden rules


Practice and rehearse key English phrases.



Do
*plan the call thoroughly. Have clear objectives.
*send an e-mail before you call when necessary.
*anticipate what the problem will say. Prepare your responses.
*have all necessary information at hand at hand.
*refer to this for essential phrases
*e-mail ahead to allow the person time to prepare.
*smile when you phone. Be polite and agreeable.
*check that your respondent is free to talk.
*be efficient. You are representing your company.
*use questions to identify key issues.
*be concise. Time is money.
*listen actively. Confirm regularly that you understand.
*stand up. It gives you more authority.
*speak clearly and slowly.
*allow people to finish what they are saying.
*handle complaints politely.
*avoid complex language.
*check that the other person understands.
*take notes during a call.
*send a follow-up-e-mail to confirm.
*finish with a positive phrase.


Don’t
*call if you are unprepared
*assume your respondent is available to talk when you call.
*lose control if someone becomes aggressive.
*forget that you represent the company when you call.
*waste time.
*pretend to understand.
*assume the person has understood everything.
*interrupt.
*rely on your memory for important details.
*forget to write down important details.
*put the receiver down to quickly. It can seem rude.
*leave your mobile phone switched on in the theater.