The telephone is my friend …
Presenting a professional image, no matter if its in person or on the phone, is an important aspect for all our jobs. Taking care of our customers by telephone is something we all do. The skills needed to make them feel appreciated and well informed is all-important, but it’s easy enough by following a few important tips.
- Remember that callers on the other end can only hear you. They cannot see your face or read your body language. It’s important to speak clearly and slowly with a cheerful and upbeat voice.
- Using slang or acronyms on the phone is never recommended. Responding clearly with a “yes” or a “no” is always good advice.
- Nobody wants to hear you crunch potato chips or eat ice, therefore, eating or drinking while on the phone is never a good thing to do.
- If a customer is upset, listen to what they have to say and then refer them to the appropriate resource. Never take the complaint personally.
- Always focus on this phone call. Remain in the moment. Try not to get distracted by other things that may be happening in the office.
- If you have to put someone on hold, ask for their permission in a polite manner. Never leave them on hold for an extended period. They may hang up and call back angry!
