Cheerfulness and courtesy should be the first approach. Communicating over the phone though not seen has sight. It is mirrored the way you respond. A telephone conversation is not a face to face communication. The difference should be taken into consideration right along the conversation. A pleasant telephone voice rates a vibrant attitude. Your company image or reputation rise-up immediately or come down the way you answer the telephone.
A good telephone voice with a smile sound extremely pleasant. The set of words or phrases used while communicating over the phone should be clear. Keep your limits while speaking. Do not be over familiar. Never shout or scream. If you are not clear or you cannot hear the caller or if there is a disturbance in the line please apologize and say “sorry I hardly hear you”. “Can I call you back please? Give me your contact number”.
Being polite and friendly over the phone is an attraction. Your customers and the people whom you deal with will remember and will never forget the pleasant experience they had working with your company. This will be a definite advantage that can grow your business and retain clients. When a customer calls a company for the first time and get an engaged tone only a few will ring back. Your company may lose business in a situation like this. Never let it happen.
Professionalism has to be cheered throughout a telephone conversation. It is a vibrant tool that you circulate and proves the caliber of your status. Avoid “Hello” instead give them the name of your company. Listen to the caller first. His requirement is definitely based giving business to your company. Avoid keeping the caller on hold for long. If the person he need is not available or not in his seat ask him whether you can transfer the call to the department.
Be patient at all times
Listen carefully and respond. Write down whatever you think is important, as it will be of immense support to you. Do not be in a hurry to finish the call even if you were in the middle of attending to some other work. If you tell someone you will return their call during a certain period of time, assure to call them back.
Answer promptly and be ready to speak as soon as you lift the telephone. Always speak to the mouth-piece. Speak clearly. Do not cover your mouth while speaking over the phone and do not get into the habit of eating while you answer. Be polite even at difficult situations. Use the words “Please” and “Thank you” as much as possible.
A Greeting is a live presentation though not seen. Identification of yourself and introducing your organization is a warm welcome. Watch the time of the day to greet when greeting. Avoid saying “Good Morning” in the afternoon. Identify the caller tactfully. Don’t make a caller wait while you write a message. The information you takedown should be absolutely correct and to make sure check back with him the message you have written. Be sure about spelling, names of persons, telephone numbers and area code numbers etc.
As the telephone is the best root any of us has in the business world, respond as “May I please know who is calling?” Once the identity has been established a pleasant Thank you will glitter right along. Disturbances occur through telephone conversations. Do not make it an issue. Repeat in a smiling manner that there is a disturbance in the line.
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