EFFECTIVE INCOMING & OUTGOING TELEPHONE COMMUNICATION

Step 4

TIME
ZONES

what is time zones?

A time zone is an area that observes a
uniform standard time for legal, commercial

and social purposes.

BEWARE OF TIME ZONE DIFFERENCES!

Beware of time zone differences when placing long distance calls.
Note of the current time in location you are calling.
Avoid calling when the time is before or after business hours or during lunch
at that location.
If the caller is located in a time zone which is impossible for you to call during
regular business hours, you may have to make the call after your normal time.
Keep a copy world time zone map at had if you always make frequent
international calls.

42

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Use direct dialing 1 2 Plans call for long
distance
Make more specialized,
expensive type of calls only The time sped during a long
distance or any other call is
when necessary used efficiently.

Call when rate is 3 5 Informed consumer of
least expensive telephone services

If possible, call when long Compare rate plans and
distance is least expensive. promotional offerings

Notify operator 4 6 Learn use the
equipment
Notify operator immediately after
reaching a wrong number so you

can receive credit for the call

Learn how to use the

equipment and features of

your telephone system

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EXERCISE 5

1) Explain FIVE (5) technique for controlling
telephone cost.

2) List FOUR (4) information you need
before making the call.

3) Why we need to planning calls?
4) Why you can't use your phone while

driving?

44

notes DATE / /

ANSWER EXERCISE 5

1) Explain FIVE (5) technique for controlling telephone cost.
a) Use direct dialing most of the time. Make more specialized, expensive type

of calls only when necessary.
b) Plan your calls so the time spend during a long distance or any other call is

used efficiently.
c) Call when long distance rate is least expensive.
d) Compare rate plans and promotional offerings
e) Learn how to use the equipment and features of your telephone system.

2) List FOUR (4) information you need before making the call.
i) Date and time of meeting / planned event relate to the call
ii) Documents that relate to the topic discussed

iii) Question that you want to ask
iv) Pen and paper or your computer to take notes during the call

3) Why we need to planning calls?
When you plan your call because we can identify the main purpose of the call and confirm
the name and the number of the person you are calling.

4) Why you can't use your phone while driving?
Mobile phone use while driving is common but it is widely considered dangerous due to its
potential for causing distracted driving and crashes.

45

EXERCISE 6

IT’S IMPORTANT TO PUT YOUR CALL EMPLOYEES INTO THE
SHOES OF YOUR CUSTOMERS. THE MORE THEY CAN GET INTO

THE MIND OF THE CUSTOMER—WHETHER THEY ARE
DELIBERATELY RUDE, DEMANDING, VAGUE, HAPPY, OR

EXCITED—THE BETTER.

ANGRY AND HAPPY CUSTOMER

FOR THIS GAME, DIVIDE YOUR
STUDENTS/EMPLOYEES INTO TEAMS OF THREE OR

FOUR PEOPLE. THEN, HAVE EACH GROUP WRITE
DOWN ONE “ANGRY” CUSTOMER STATEMENT AND
ONE “HAPPY” CUSTOMER STATEMENT. THEY SHOULD
THEN PASS THESE STATEMENTS TO THE TEAM TO
THEIR LEFT. IN THE SECOND ROUND, GIVE TEAMS
TEN MINUTES TO COME UP WITH A RESPONSE AND

BACKSTORY FOR BOTH STATEMENTS

EMOTIONAL INTELLIGENCE

THE IDEA BEHIND THE GAME IS TO HELP YOUR
STUDENTS/EMPLOYEES COME UP WITH A REASON TO
EXPLAIN THE CUSTOMER’S HAPPINESS OR ANGER AND
THEN TO OUTLINE AN APPROPRIATE RESPONSE. THIS
WILL HELP YOU FIND WHICH STUDENTS DEMONSTRATE
THE MOST EMOTIONAL INTELLIGENCE. THE MORE
PRACTICE YOU GIVE YOUR STUDENTS/EMPLOYEES WHEN
IT COMES TO DEALING WITH CUSTOMER EMOTIONS,
THE BETTER THEY’LL BE ABLE TO IDENTIFY AND
HANDLE THOSE EMOTIONS IN REAL SITUATIONS.

46

Examples of
Conversation and
How to handle them

#1 How to Greet Your Customers via Telephone

“Hello, [their name]! Thanks for contacting [your
company]. I’m [your name]. How can I help you?”

#2 How to Tell Your Customers You Need Some
time to Resolve the Issue

“I apologize, but I need a few moments to solve this issue.
Do you mind holding on for a few minutes while I look
up the solution?”

#3 How to Transfer a Customer to a Different Chat
or Phone Call

“[Their name], I’m going to connect you with the [related
department] department. [Employee’s name] can help
you with this, he/she’s awesome! I’ve also gone ahead
and briefed them about your situation, so you won’t
have to re-explain anything. Have a great day! ”

47

Examples of
Conversation and
How to handle them

#4 How to Admit Fault & What to Do About It

“I’m really sorry, [their name]. We made a mistake by
[explain your mistake]. We will fix it immediately, and
it may take up to [number] days/hours to fully resolve.
We’ll keep you posted as quickly as possible, and will

[explain preventative steps] to ensure this doesn’t
happen again.”

#5 What to Say When You Can’t Resolve the Issue

““Well, [their name], we really appreciate you telling us
about this situation. Unfortunately, we tried to [explain the
situation], however, there’s nothing we can do to resolve it.
To make it up to you, here’s a coupon for X% off your next

order! ”

#6 Following Up With a Customer 48

If you didn’t solve their problem: “Hey, [their name]!
[Your name] here, I just wanted to let you know we’re
still working on resolving your situation. I’ll let you know

as soon as it’s been fixed! ”



If you did solve their problem: “Hey, [their name]! We’re
all squared away – your problem has been solved. Let us

know if there’s anything else we can do for you!

COMMUNICATION

WHAT MAKES A TEAM
STRONG
BRIAN MCCLENNAN

49

REFERENCES

Mary Ellen Oliverio, William R.Pasewark, Bonnie R. White (2019).
The Office, Procedure and Technology (7th ed). United States:
South Western Cencage Learning.
V Balachandaran, V Chandrasekaran (2009). Office Management, TATA Mcgrawhill
Education Private Limited New Delhi
Oliverio, M.P. (2013). The Office Procedures and Technology (6th
ed.). Cengage Learning Asia Pte Ltd.
Shumack, D.S. (2017). The Administrative Professional:
Technology & Procedures, Spiral Bound Version (15th ed.).
Cengage Learning Asia Pte Ltd.
https://formilla.com
https://myva360.com/blog/9-communication-exercises-for-teams

50



NUR NADIA SAHEERA BINTI ROS LAILI
has 10 years teaching experienced. She completed
her Bachelor Degree at Universiti Teknologi Mara

(UiTM) in Office System Management &
Technology in 2010. Previously, she worked as a
Lecturer at Kolej Unikop, Cyberjaya and now is
presently still a lecturer at Politeknik Sultan Idris

Shah (PSIS), Sabak Bernam Selangor.







NAZZATU SYIMA BINTI ABDUL RAHMAN
Completed her Master Degree (2015) and Bachelor
Degree (2012) at Universiti Teknologi Mara (UiTM) in

Office System Management & Technology.
Previously, she have been worked in servicing oil &
gas industry for 7 years. She had been administrative
in various department such as Human Resources
Department, Estimation Bidding Department, Project

Department and etc.. Now, she is presently still a
lecturer at Politeknik Sultan Idris Shah (PSIS), Sabak

Bernam Selangor.





MAISARRAH AQLILI RIANA BINTI MOHAMAD ZAINI
Completed her Master Degree (2017) and Bachelor
Degree (2015) at Universiti Teknologi Mara (UiTM) in
Office System Management & Technology. She is an

experienced working as a lecturer in UiTM Dungun and
UiTM Jengka and currently teaching in Politeknik Sultan

Idris Shah (PSIS), Sabak Bernam.