The telephone is one of the tools used in our daily business activities. The telephone is our link to the outside world. It is critical for everyone to understand how much professionalism matters on the phone. That is why it is so important to train our employees on the proper use of this important tool.
Building excellence through commitment is multi-faceted. One facet of excellence, perhaps the most important aspect is communication and the universal tool for the communication is the telephone. In today’s work world the phone dominates as a tool for selling, buying, researching, providing services and making lasting impressions. It can also be a source of ...view middle of the document...
*Prepare your phone voice. Speak in a pleasant tone of voice - the caller will appreciate it. According to a study, within 60 seconds people will make assumptions about your education, background, ability and personality based on your voice alone. Pay attention to, What you want to say, how you want to say it, what reputation do you want to build? What impression do you want to make? Project a tone
that conveys enthusiasm, confidence, friendliness and attentiveness.
*Answer by the third ring. Answering the phone too quickly can catch the caller off guard, while waiting too long is inconsiderate of the caller’s time.
*Prepare to Offer Your Standard Greeting. Make a good first impression with an effective, efficient greeting. Identify your department, then, identify yourself. Name your department, your name. It’s crisp, clean and gives all the information the caller can handle at this point in the call. Adding phrases such as “good morning”, “how may I help you” are ok as long as you sound like you mean it. Elaborate, drawn out greetings are distracting and time consuming. You can lose your caller before the conversation begins.
*Treat the Caller with Respect; Be Efficient, Effective, Empathetic and Responsive.
5 Forbidden Phrases
*1. Instead of “I Don’t Know” - Try saying “That’s a good question; let me find out for you”. Callers don’t want to be passed from person to person. If it is absolutely necessary, transfer the caller to the appropriate department but do not leave the line until they have been connected to an individual to whom you can explain who is calling and why you are transferring them. Never, transfer a call and hang-up before the transfer is complete.
*2. Instead of “I/We Can’t Do That” – try saying “Here’s what we can do.” Everyone expects that something can be done about any situation. Offering hope, you will be seen as a problem solver.
*3. Don’t say “You have To” – instead, when someone is calling you for help, avoid putting the responsibility back on them by using the “you” word. Give options using the words “we” or “I”.
*4. Don’t say “Just a Second” - Give an honest answer about how long it will take you to complete whatever you are doing AND tell them what you are doing.
*5. Never say “No” - Try to find a way to state the situation positively. The customer is not always right but s/he is always the customer. They hate to hear no, as they expect their situation will be resolved to their advantage. If you can’t do what they are asking, be sure to tell them what you can do.
*Be positive, a problem solver, honest and helpful.
Answering a call
*Smile - Did you know, when you smile while you are talking it comes across in your voice? Let your personality shine through on the phone.
*Speak clearly and slowly. Never talk with anything in your mouth. Including gum.
*Answer with a friendly greeting
*Create a good impression - Use a greeting that is...