Jadi Kaya dan Rendah Hati

Wednesday, November 14, 2012

Handling Telephone Calls


Telephone Calls

Pernahkah sobat dyka mengalami rasa takut dan gugup disaat menerima telephone dari orang asing. Orang asing yang dimaksudkan adalah seorang warga negara asing yang tinggal di Indonesia, dan meminta informasi kepada organisasi atau perusahaan Anda dengan bahasa inggrisnya. Yuk, kita simak ceritanya :D

Hari rabu siang, 14 November 2012, saya mengikuti pelatihan edukasi Handling Telephone Calls yang dibawakan oleh Dra. Zulvia Khalid, MM, M.Pd di Akademi Sekretari  Universitas Budi Luhur. Acara edukasi yang bersifat internal tersebut diikuti oleh beberapa bagian manajemen, mulai dari receptionist, administrasi, public relation dan dosen. Singkat cerita, suasana pelatihan edukasi itu menarik karena materinya mudah dipahami dan juga pembicara dan para peserta bersinergi. Termasuk saya, hehehe :D

Nah, sekarang kita langsung menuju pada contoh kasus awal pembuka cerita diatas.

Ada banyak Organisasi dan Perusahaan baru. Masing-masing memiliki karyawan dan karyawati untuk melayani pelanggannya. Jika Anda seorang receptionist, administrasi office dan public relation yang job deskripsinya adalah melayani dan menerima telephone masuk, lalu apa yang dirasakan jika kasus diatas menimpa Anda. 

  • Tenang dan santun (bisa berbahasa inggris)
  • Gugup dan takut (tidak bisa berbahasa inggris)
Berikut adalah solusi dari kasus diatas :

Telephone Calls


1. Incoming telephone call
  • Do the greeting
  • Introduce yourself, office, or organization to confirm to the caller that she/he has called the right number.
  • Let the caller knows you are here to help
2. Find out the caller's name if she / he does not tell you
  • Who's calling, please?
  • Who's speaking, please?
  • May i Know who's calling?
  • May I have your name?
  • I am sorry I didn't catch your name.
3. Asking for further information 
  • Who would you like to speak to?
  • What's it is connection with, please?
  • What does it concerns, please?
  • May I know what it concerns, please?
  • What is it about?
  • May I know what it is about?
  • Would you mind telling me what you're calling about
Telephone Calls
1. Asking the caller to wait 
  • Just a moment, please.
  • Just a minute / second, please.
  • Would you like to hold?
  • Hold the line, please.
  • Hang on, please.
2. Problems
  • I'm sorry, I don't understand. Could you repeat that, please?
  • I'm sorry, I can't hear you very well. Could you speak up a little, please?
  • I'm afraid you've got the wrong number.
  • I've tried to get through several times but it's always enganged. Bisa juga diartikan sibuk
  • Could you spell that, please?
3. Taking Messages
  • Would you like to leave a message?
  • May I take your message?
  • Any message?
Alternative Actions

  • Could you try again later / tomorrow?
  • If you give me your phone number, (...................) will call you back.
4. Showing understanding
  • I see.
  • I understand
  • Leaving a message
Could you give him / her a message?


  • May I leave a message?
  • Could you ask him to call / ring / phone me when.....?
5. Some other useful expressions
  • I'm afraid you have dialed the wrong number.
  • Sorry, my english isn't very good.
  • Sorry, the line is bad. I can hardly hear you.
  • I didn't get that. Could you speak more slowly, please?
  • Could you speak louder, please?
  • Could you repeat that, please?
  • Could you spell that, please?
  • Sorry? / Pardon?
  • Sorry, I must have dialed the wrong number.
  • Could you ask....to call me back?
  • Do you know when....will be back?
  • I'll try again later / tomorrow
Anyway, dalam kondisi apapun, sebisa mungkin kita mengkondisikan diri sebaik-baiknya dengan lawan bicara. Tidak perlu harus bisa, tetapi diusahakan bisa untuk mempermudah komunikasi pribadi dalam penyampaian informasi dengan nyaman terhadap lawan bicara kita.

Selamat mencoba, sehat sukses selalu

Software Akuntansi Customize

Popular Posts

Copyright © Blog Dykapede | Powered by Blogger
Design by Saeed Salam | Blogger Theme by NewBloggerThemes.com | Distributed By Gooyaabi Templates