These calls are usually quite easy and require little planning.

　　Using the telephone for business

　　purpose

　　is different.

　　In

　　any organization the person on the telephone represents the company and gives an impression of the firm to the outside world.

　　If you want to ensure good public relations, you need to master effective telephone techniques.

　　You should try to give an impression of an efficient,

　　friendly, progressive company eager to give good service.

　　Before calling

　　Choose the right time. Consider the cost, urgency and convenience. When calling overseas, you need to consider the time difference.

　　Check the number.

　　A great deal of money is wasted each year on dialing wrong numbers.

　　Plan your call. Make a list of points and questions to be raised.

　　Be prepared.

　　Gather any files, papers or information that may be needed during the call. It is unprofessional to have to say “Hold on while I look for that.”

　　If you have to ask a caller to hold on, keep going back and assuring him/her that you will be as quick as possible.

　　Avoid interruptions.

　　Call at a time when you are unlikely to be distracted (思想不集中的)．

　　During the call

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