Are you polite enough on the phone?
Als gute Sekretärin sind Sie am Telefon höflich und klar in Ihren Aussagen. So finden Sie auch bei schwierigen Telefonaten stets den richtigen Ton.
Whether you’re helping a colleague or an important client, an attitude of customer service is a must for a secretary or PA. Test if you have the right attitude by matching the corresponding dos and don’ts in this list.
| Don’t say: ||Say:|
|1. I’m sorry but that’s not my responsibility. You’ve been put through to the wrong department.||a. I’ll just check with the manager and get right back to you.|
|2. You have to pay the deposit before we can deliver. ||b. I couldn’t get back to your sooner, but I’ll do my best to get the information |
you require immediately.
|3. Sorry to have kept you waiting. ||c. I’ll find out and get back to you this afternoon/tomorrow morning.|
|4. I’m sorry I couldn’t call you back, but|
I have been so busy.
|d. I’m sorry that happened. Let’s find a solution.|
|5. That’s not for me to decide. I’ll have |
to ask the manager.
|e. If you give us a down payment by next week, we can deliver within a fortnight.|
|6. I’m sorry I can’t help you, I’m new here.||f. Thank you for your patience.|
|7. I don’t know who told you that but |
it’s not true.
|g. I’ll find out for you. It’s my first week and I don’t know my way around here |
yet. Just hold on a moment, please, and I’ll ask my colleague.
|8. I’ll call you back as soon as possible.||h. The person you want to speak to is Jim Fox in our marketing department. |
His direct number is 591-12, but I’ll put you through right away.
1-h, 2-e, 3-f, 4-b, 5-a, 6-g, 7-d, 8-c