This video covers the basics of taking calls efficiently - whether those calls come from outside organisations or from other staff within your company.

It looks at the vital 'dos' for receiving calls - preparation, a professional attitude and techniques.

Preparation

• know the mechanics of your phone system
• know about your company
• be prepared with pen and paper

Professional Attitude

• answer the phone warmly
• identify themselves
• treat co-workers as though they are customers
• screen calls correctly
• use the caller's name
• stay calm and cool
• use discretion
• accept responsibility
• don't pass the buck

Techniques

• using the hold button
• not keeping callers on hold
• asking the right questions
• listening
• transferring calls well
• ending calls well