Retail Services

Home > Retail > Compulsory Units > 240 hours > Communicate in the workplace > Communicate in the workplace

Telephone procedures

As an entry level worker in the retail industry the main form of telecommunication that you will be involved with is the telephone. Generally, the other forms of communication required are more at a managerial level. The exception to this would be if you were involved in e-tailing or retail selling over the Internet.

In developing correct telephone technique there are a number of things that you can do to prepare yourself

Know how the telephone system works. There are basic functions that you will need to be able to perform such as transferring calls, putting clients on hold, using the paging system and perhaps setting up a conference call.
Know you company and its telephone policy. In Activity 2, you can listen to a manager talking to a customer. She was unfamiliar with the staff and procedures and presented a poor image not only to herself but to the business she represented. Check with your supervisor as to how the phone should be answered and make sure you know the names and positions of the managers and supervisors. If there isn't a staff sheet near the phone indicating where staff can be found it may be a suggestion you could make.
Answer the phone warmly. Do not be preoccupied or annoyed. Treat people as you wish to be treated.
Identify yourself.
Be prepared to take a message. Always have a pen and paper, or electronic process ready to take a message. Don't forget to repeat important information back to the customer to check you have the correct details.

It has been reported that 20% of phone calls to businesses are calls from people following up from their original call.

Taking phone messages

When taking a phone message there are a number of details that are essential to take. These are:

The name of the caller – correctly spelt.
The day/date and time they called.
Their contact phone number.
A convenient time to return the call.
A brief outline of why they are calling.
The name of the organisation and position of the caller, if the call is from a business. ( if applicable)

Back to Important notes