Explain the purpose of summarising the outcomes of a telephone conversation before ending the call

Explain the purpose of summarising the outcomes of a telephone conversation before ending the call

Summarising is important so both parties involved are sure of the information that has been exchanged, it also ensures all questions are answered fully. Also if the conversation was long some finer details may have been missed simply due to the large amount of information discussed. It is a good idea to have a policy where a courtesy email is sent to the caller in which all the information from the call has been summarised and additional information can be added. 

When a call comes into the office always take a name (full if possible and preferably) and the company they are calling from, try and obtain from the caller either what the problem is exactly or from which department the problem arisen from and if they know who within the department they spoke to. Pass message along to department or relevant staff and see what information can be found to resolve the problem. If this is not possible try and locate a member of staff who can help from the information obtained from the caller.

Pyramid- staff have a role, shared decision making, specialisation is possible (traditional view of organisation). Decisions pass down formal channels from managers to staff; Information flows up formal channels from staff to managers

Always introduce yourself including name and company you are calling from, if prior known, request to talk to the member of staff/department you are calling for. If not explain why you are calling and request help on locating staff that can help. When connected have questions ready or know exactly what information is required. At end summarise call and recap information to check accuracy as you draft your email. 

Being as exact as possible will help the fault be resolved as fast as possible.

When did the problem start?

How frequent is it happening?

What conditions are occurring?

Can you restart or reset the equipment? Inform the business manager or a member of staff of the fault and try contacting service provider for assistance.