Professional Telephone Etiquette and Job Search Strategies

Rules for Answering a Call

Non-Verbal Aspects

• Answer the call as soon as possible (on the 1st or 2nd ring).
• Speak in a relaxed and soft tone.
• Use a moderate voice volume.
• Do not keep the caller on hold for a long time.
• If you cannot help immediately, ask for a call back or a message.
• Pay attention to the call.

Verbal Aspects

• Answer politely and with respect.
• Pay attention to your diction and pronunciation.
• Cover the handset to avoid creating a bad impression.
• Follow rules of courtesy: use of "usted".
• Say goodbye and wait for the caller to hang up first.
• Foreigners: Speak slowly, vocalize, and do not shout.

Rules for Making a Call

Non-Verbal Aspects

• When greeting, transmit strength and confidence.
• Vary the tone to avoid a lack of enthusiasm.

Verbal Aspects

• Greet and identify yourself; state the reason for the call.
• Use the customer's name all the time along with Sr./Sra.
• If the person is not available, get the best time to call back.
• Ask the person if it is a good time to talk.
• If leaving a message: Be clear and concise (include reason, name, and phone number).
• If returning a call, you must state when you were called.
• If you have agreed to call back, respect the agreement.

Skills to Act as a Filter

If your job involves answering the phone, you must develop filtering skills (knowing when you should pass a call to your superiors).

Techniques

• Act naturally.
• Find out the relationship (ask the reason for the call).
• Find out who the caller really wants to talk to.

Handling Complaints Over the Phone

• Greet and identify yourself.
• Stay calm.
• Let the caller explain.

Job Search with the Phone

Once you have the names of the companies you want to call, as they might be offering a job position, collect information about them. Obtain the name of the person you want to contact, such as the Head of HR, the head of the department, or even the manager of the company. Prepare what you want to say first before calling. When you make the call, you have to try and obtain an interview or find out the name of the person to whom you should be sending your CV or cover letter.

The Calling Process

Make a list of all the calls and the results.

Contacting the Right Person and Giving a Good Impression

• Show a positive and optimistic attitude.
• Use a strong and assertive tone.
• Speak slowly and vocalize.