Basic Telephone Skills : 10 Top Tips |
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Key Points: Basic Telephone Skills
1. Answering a Business Call ● Answer every call professionally, using a three-part greeting. ● Begin with a pleasant buffer. ● Follow with the name of the company or group. ● End with your name. ● Be prepared! Expect each call to involve a message, keep a pen or pencil and a supply of paper near the phone at all times. 2. Putting A Caller On Hold ● Let callers know why you need to put them on hold. ● Ask: "Are you able to hold?" Wait for a response. ● When callers are not able to hold, handle their needs immediately. 3. Use the Caller’s Name ● If you know the caller’s name, use it. ● Spell and pronounce each caller’s name correctly. ● If you need help with spelling or pronunciation, ask for it. 4. Avoiding Excuses ● Keep from making excuses to your callers. ● Tell the caller what you can do, not what you can’t do. ● Take responsibility for the call and guide it to a successful conclusion. 5. Giving the Caller Your Undivided Attention ● Give the caller your undivided attention. ● Never try to do anything unrelated to the call while you're on the phone. i.e talk to a colleague, type etc. 6. Giving Spoken Feedback Signals ● Give spoken feedback. It's the only way the caller knows you're listening. ● Mix your responses to avoid sounding mechanical and insincere. ● Repeat or rephrase the caller's words to confirm understanding. 7. Taking Accurate Messages ● Don't be a "Message Mangler." Take phone messages word-for-word (Verbatim!) ● Read the message back to the caller to confirm your version. ● Be sure each message includes: ● date taken ● time taken and ● your name or initials 8. Controlling the Conversation ● If a caller gets off the subject, take control of the conversation. ● Use the "back on track" approach. Ask a question related to the purpose of the call. ● If that approach is ineffective, be more direct. Let callers know you want to help meet their original needs. 9. Avoiding Mouth Noises ● Avoid mouth noises. When you're on the phone, don't: ● eat ● drink ● smoke or ● chew gum ● Remember, the telephone mouthpiece is actually a microphone. ● Don't distract or annoy your callers. 10. Leaving a Good Last Impression – The Wow Factor ● A good last impression counts every bit as much as a good first impression. ● Repeat the message or ask if there is anything else you can do to help. ● Reassure the caller that it will be passed on. ● Thank the caller for calling and use their name. Call Verbatim on 01635 573208 and ask for Hayley Ryan |
