Page 26 - CUST SVC TEXTBOOK 2020
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How to Transfer a Call
1. Offer to transfer the call
- “Please hold the line, Mr Tan. I will transfer your call.”
2. Wait for an answer from the person receiving the call
3. Announce the caller’s name and purpose of call if known
- “Ms Jenny Yeo, Mr Tan from ASX, is on the line.”
How to Answer a Wrong Number
1. Apologise
- “I am sorry.”
2. State reason
- “There is no such person.”
3. Say possible reason
- “You could have dialled the wrong number.”
When You Dial a Wrong Number
1. Be polite
2. State a possible reason for dialing the wrong number
- “Sorry. I will check the number again.”
8.3 Taking Down Telephone Messages
It is not only enough for Service Providers to answer telephone calls politely but also important
for them to be able to take a telephone message accurately. Service Providers are to do the
following when taking telephone messages:
1. Apologise if the person the caller asks for is not available
- “I am sorry, Sir, Mr Wong is not available at the moment.”
2. Offer assistance or offer to take a message
- “Can I help you instead?”
- “May I take a message?”
If caller would like to have the message taken, always have a pen and paper near you.
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