Telephone skills still an important part of business

August 30, 2010

The telephone used to be one of the only ways in which we communicated with our colleagues and our customers. However, times have certainly changed, and many people prefer the ease of e-mail over picking up the phone.

But talking on the phone is definitely not a dead form of communication, by any means, and proper telephone etiquette is still an important skill to have. Business owners should see the phone call as a potential sale — and as such, an important reflection of their brand. Here are a few suggestions for making the phone call a more successful interaction:

Breathe. When you answer the phone, you should sound well-rested and glad the person took the time to call you. So take a deep breath before your initial hello and you just might be surprised at how energetic you sound.

Identify yourself. Give your name and position or the name of your company. For example: “Thank you for calling Company ABC, this is Jane, how can I help you today?”

Be sincere and helpful. Often we are problem-solvers for the people on the other end of the phone. Whether they have a question about one of your services or hours of operation, it’s important to be courteous and attentive to their needs. Word of mouth can often make or break the amount of referrals you get.

Be a good listener. We’re all used to multi-tasking, but when you’re on the phone, it’s best to set aside whatever else you’re working on and focus on the customer’s needs. Take notes while he or she is talking to help you remember the important points and action items.

Resolution is key. In a successful phone conversation, the first 30 seconds sets a positive tone through your voice and word choice and the last 30 seconds is when the caller makes a judgment about the exchange you’ve had. Thank you for calling, review the problem that you solved and thank them for their continued business.

By following a few simple protocols, you can ensure that the person on the other end of the phone is both satisfied with your assistance and also willing to speak positively about you to other people.

This post is brought to you by the good folks at Dale Carnegie Training of the Bay Area. We would love to connect with you on Facebook and Twitter @dalecarnegiesf.

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2 Responses to Telephone skills still an important part of business

  1. Answering Services on September 2, 2010 at 12:35 pm

    You have a point, well this telephone skill is a part of a marketing skills, being a good listener to your customers voice can be a key for your customers loyalty to your service or product.

  2. Polishing Marble on December 14, 2010 at 11:56 am

    Thanks for this review.

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