Build Strong Phone Skills
Building excellence through telephone communication is complex. The telephone is an essential part of our business. While necessary, it can also be a source of great frustration, puzzlement and agitation. Here are 10 simple steps that can help you master the telephone.
Before you pick up that phone here are a couple of things to consider:
- Clear your mind of all but the task at hand – responding to the caller. Have dedicated focus to the caller. Take a deep breath and smile before you pick up the phone.
- Prepare your phone voice. Don’t clear your throat or cough during the call. Plan ahead and have your phone voice cued up and ready to roll. Deliver with your best speaking voice, controlling speed, tone and volume.
- Answer the phone by the 3rd ring. Allow enough time for at least one practice round of answering.
- Offer your standardized greeting. For example “thank you for calling (company name here), this is (your name) how may I help you today”. This should be scripted in advance, and rehearsed numerous times with co-workers or managers. The greeting should be the appropriate length and should deliver a strong message that you are ready to help.
- Be prepared before you respond. If you are asked a question you do not know the answer to simply respond that you will need to do some research—don’t make up answers or tell lies to the caller. Tell the caller you will have to get back with them with the answer—remember to get their call back number. Most important—actually call them back with an answer.
- Treat the caller with respect; be efficient, effective, empathetic, responsive, and swift. Take care of business. Be positive, a problem solver, honest and helpful.
- Turn away from your computer and desk when you answer the phone. This effort will minimize distractions and allow you to concentrate at the task at hand.
- Put down your reading material. It is distracting to hear paper shuffling during a call.
- Focus your attention on the caller. Don’t use the call as an opportunity to rifle through your desk or clean out your in-box.
- Take the gum out of your mouth. You should also refrain from drinking or eating during the conversation. The caller does not want to hear you chomping your food or slurping your big gulp.
With hard work, dedication, practice and time your phone service you can make a difference. Please make the commitment to provide exceptional phone service to your customers.
