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Have a look at this telephone conversation. You can read it, or as a Secretary Today reader you can download it from our website using the current password. What do you think of the secretary’s English and telephone manner?
Sec: Hofbauer.
Caller: Hello, this is Chris Parkinson from XYZ Recruiting in London.
Sec: Hello.
Caller: Is that the human resources department?
Sec: Yes, it is.
Caller: And who am I speaking to, please?
Sec: This is Mr X’s secretary.
Caller: OK. Is Mr X there please? Could I talk to him?
Sec: Sorry, he’s in a meeting.
Caller: Well, could you give him a message, please?
Sec: Of course.
Caller: Please tell him I have found two candidates for the job.
Sec: OK. I’ll tell him.
Caller: Could you ask him to call me back this afternoon, please?
Sec: Yes, he will call you back this afternoon.
Caller: Right, thank you.
Sec: You’re welcome.
There are 4 main points she needs to remember that will drastically improve her rather abrupt telephone style.
- Always introduce yourself properly with your full name.
- Use the caller’s name.
- Offer to assist the caller wherever possible.
- Offer solutions (“He will be back at 3 o’clock”) instead of problems (“He’s not there.”)
Here you find the conversation again as it should be ...
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