7 Transfer Calls Promptly
When the caller asks to speak to a particular person, respond by saying "You wish to speak to Mr. XXX ? I will transfer you now, one second please", and promptly transfer the call. If another person is to take over the call, make sure that you have correctly understood the needs of the caller, to ensure that you are passing them over to the appropriate person.
8 Where a Response Takes Time
If you cannot give an immediate response, ask the person if they would like to hold or offer to call them back later.
9 When the Line has been Cut Off
When a line has been cut off, neither party can get through if they both attempt to call each other immediately after they have been cut off. If it was the other person who made the initial call, wait for a while at your desk for them to call again.
10 End the Conversation Politely
End the telephone conversation politely with appropriate words.
