KOMUNIKASI MELALUI TELEPHONE BAHASA INDONESIA

Summary

This video script provides a comprehensive guide on how to effectively communicate over the phone in Indonesian, focusing on professionalism and customer service. It emphasizes the importance of answering calls promptly, preparing in advance, maintaining focus during the conversation, and handling various situations like leaving messages or dealing with interruptions. The script also offers practical tips for both making and receiving calls, such as introducing oneself clearly, staying calm and polite, and ensuring the caller’s needs are addressed. Overall, it highlights essential phone etiquette to enhance communication and build positive relationships in a professional setting.

Takeaways

• 😀 Answer the phone promptly, ideally within three rings, to show professionalism and seriousness.
• 😀 Be prepared before answering the phone. Have a pen and paper ready to take notes.
• 😀 Greet the caller professionally with a proper salutation, stating your name and company.
• 😀 Actively listen and ask for clarification if something is unclear to ensure accurate communication.
• 😀 If the person the caller is trying to reach is unavailable, politely ask them to leave a message or offer a callback time.
• 😀 Never make callers wait more than 30 seconds, as it could make them feel neglected.
• 😀 Avoid rushing to end the call. Let the caller finish speaking before you politely close the conversation.
• 😀 If calling someone you don’t know, prepare your main points beforehand to reduce uncertainty.
• 😀 Smile while speaking on the phone. A smile can affect your tone and make the conversation sound more friendly.
• 😀 Speak slowly and clearly to ensure the caller understands you, especially when providing important details.
• 😀 Always remain calm and professional, even if the caller is upset or frustrated. Handle their concerns with respect.

Q & A

Why is phone communication still important despite the popularity of chatting and emails?

Phone communication remains popular because it allows immediate, personal interaction. It helps shape a customer's perception of a company and provides opportunities for building relationships, ensuring customer satisfaction, and managing inquiries effectively.

What is the recommended professional behavior when answering a phone call?

It is important to answer the phone promptly, ideally by the third ring to show professionalism. Always greet the caller with a proper greeting, introduce yourself and your company, and be prepared with tools to take notes.

How should you prepare before answering the phone?

Before answering, ensure that you have writing materials ready to take notes, such as the caller's name and message. Also, make sure you have a professional greeting prepared.

What are the benefits of asking for the caller's identity and purpose of the call?

Asking for the caller's identity and purpose helps avoid misunderstandings, prevents fraud, and ensures the conversation stays focused and respectful. It also helps in directing the call to the appropriate department or individual.

What should you do if the person the caller is looking for is unavailable?

You should politely ask the caller to leave a message or suggest calling back at a later time. Ensure the message is delivered to the intended person promptly.

How long should a caller be kept waiting before it becomes an issue?

A caller should not be kept waiting for more than 30 seconds. Prolonged waiting times can lead to frustration and a negative perception of the service.

Why is it important not to rush when ending a phone call?

Ending a call abruptly can make the caller feel disrespected. It is more professional to let the caller conclude the conversation, ensuring that all their concerns have been addressed.

What are the key steps to take when making a phone call to someone you don't know?

When calling someone unfamiliar, it is helpful to prepare a list of points you want to discuss. Always introduce yourself clearly, speak slowly, and provide your contact details. Stay professional, even if the call does not go as planned.

How can smiling impact a phone conversation?

Smiling during a phone call can positively affect the tone and warmth of your voice. It helps convey friendliness and confidence, making the conversation more pleasant and engaging.

What should you do if the person you are calling does not respond well or is upset?

Remain calm and listen carefully to their concerns. Respond with patience, offering a clear and thoughtful explanation. Stay professional and avoid showing frustration.