Telecommunication Services & Professional Phone Etiquette

Mobile Telephony Services (C)

Key features and services include:

• Voicemail
• Call forwarding and call waiting
• Missed calls notifications
• Address book management
• Conference calling
• Emergency calls
• Voice recognition
• Bluetooth system integration
• GPRS (General Packet Radio Service)
• SMS (Short Message Service) and MMS (Multimedia Messaging Service)
• Video calling
• Content download services
• Email access
• GPS navigation system
• Internet services

3.2 Billing-Related Services

• Information on Bills: Details regarding the duration and cost of every call.
• Consumption Control: Alerts triggered when a predefined billing limit has been exceeded.
• Flat Fee (Tarifa Plana): A fixed amount charged during the billing period.

3.3 Business-Related Services

This involves the set of relationships with customers, suppliers, and employees. In the corporate business world, two key concepts are utilized:

M-Business (Mobile Business)

Business processes facilitated using mobile devices, including:

• B2B (Business to Business)
• B2C (Business to Consumer)
• B2E (Business to Employee)
• B2G (Business to Government)

M-Commerce (Mobile Commerce)

Any transaction carried out through a telecommunications network or mobile device, such as:

• Mobile ticketing/mobile purchasing
• Mobile banking
• Mobile payment

4. Essential Rules for Professional Telephone Communication

A phone call is often the first contact an interlocutor has with your company; therefore, it is crucial to always convey a professional and positive image.

4.1 Stages of a Professional Phone Call

1. Introduction: Greet the caller and clearly identify yourself and the company.
2. Development: Assess the interlocutor's needs and adapt your vocabulary to effectively introduce products or services.
3. Closure: Achieve your objective (e.g., securing an appointment, or arranging a follow-up call if the current time is inconvenient).
4. Farewell: Thank the interlocutor for their time and use a polite expression (e.g., "Thank you for your time and have a nice day").

4.2 Rules for Answering a Call

Non-Verbal Aspects of Call Handling

• Answer the call promptly (ideally 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 an excessive amount of time.
• If immediate assistance is unavailable, offer to arrange a callback or take a message.
• Maintain full attention throughout the call.

Verbal Aspects of Call Handling

• Answer politely and with respect.
• Pay close attention to your diction and pronunciation.
• Ensure clarity and avoid actions that create a bad impression (e.g., covering the mouthpiece unnecessarily).
• Follow rules of courtesy (e.g., appropriate use of formal address like “usted,” if applicable to the language/culture).
• Say goodbye and wait for the caller to hang up first.
• When speaking to foreigners: speak slowly, vocalize clearly, and avoid shouting.