Telephone Skills...make a good 1 st impression.

 

Importance of the telephone

The telephone is the lifeline to your business. Without it customers have no way to contact you. But without good phone skills it can hurt you more than help. You only get one chance to make a good impression and in most cases it is through a phone call.

• Importance of your voice

It is very important to be conscience on how your voice sounds when answering the phone. If you are frustrated, angry, pre occupied, it will come through in your voice. One trick I have learned is to smile when I answer. The smile automatically changes your voice tone.

• Good telephone manners

Good telephone manners include answering the phone with a greeting and stating your name. Always ask someone if you can put them on hold and never keep them on hold long. Thank them for holding. Listen………don’t interrupt. Try to find a solution to the potential clients quandary, even if it is a referral to someplace else. Thank them for their call and try not to say good-bye first.

• Receiving phone calls
• Answering calls.... It is good practice to try to answer by the 3 rd ring.
• Speaking on the phone… Speak slowly and annunciate, nice tone of voice
• Active listening…..What is the purpose for the call? Can you offer a solution? Do not assume anything.
• Questioning skills Responding to callers…Ask as many questions you can in order to completely understand how you can best serve the potential client. Sometimes people are not sure just what they want or what services you offer. Give the customer as much information as you can. Be patient.
• Conflict and Emotion control…when dealing with an upset caller, always first listen to what they are upset about. They are upset for a reason. Put yourself in their shoes and try to understand what got them to the point of calling. Stay calm speak softly and do not argue. It is best to agree that they have a right to be upset and do what you can to make them happy. Sometimes asking the customer what will make them happy is a good solution. It may end up being something very simple and reasonable
• Taking Messages….Be sure to get all the appropriate information when you take a message. Name (correct spelling) phone number, and best time to reach them, and reason for their call. Then make sure that the message is responded to as quickly as possible. Nothing will turn a customer off quicker than not having their call returned. It makes them feel worthless and un important. No one wants to do business with anyone who makes them feel like that. A good rule of thumb is to return their call within 24 hours.