| Successfully Answering the Phone |
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Every time you make or receive a call at work, you are representing yourself and your company. The impression you create will be a lasting one. Make sure your voice and mannerism reflect that you are alert and at your best. A phone is ringing somewhere in your office. By the third ring the call should be answered. BUT… before you pick up that phone you need to go through a few things in your mind first: 1. Clear your Mind There’s nothing worse than trying to carry on a conversation with someone who is reading their emails, looking at documents or distracted with something other than your conversation. You can always tell as there’s an extended pause in the conversation while you wait for a response. It’s frustrating, it’s rude and it makes your customer feel unimportant. 2. Answer Promptly It is vital to ensure that you answer the phone within 3 rings. This allows callers to see that they are dealing with a professional and efficient company. 3. Be present with your Caller Being present requires FOCUS. Your centre of interest should be on the caller and their conversation. Allowing distractions can result in important information being overlooked or worse, the caller identifying you as a poor provider of customer service and telling others. 4. Prepare your Phone Voice How you handle yourself on the phone reflects not only on you, but also your company and department. Within 60 seconds, people will make assumptions about your education, background, ability and personality based on your voice alone. What reputation do you want to build? What impression do you want to make? What do you sound like on the phone? 5. Offer your Standard Greeting Make a good first impression with an effective, efficient greeting. Greet the caller, identify your company and then identify yourself. That’s it, three parts! Nothing more required. It’s crisp, clean and gives all the information the caller can handle at this point in the call. 6. Be Prepared before you Respond Be prepared to answer the phone. It’s not an interruption, it’s your job. Have a pen and paper ready; prepare mentally to be present with the caller. Write down the caller’s name immediately and use it frequently throughout the conversation. Use all of your listening skills, focus your attention on the caller, speak calmly and choose your words carefully. Do you need more help in this area? Why not join us on our next Telephone Etiquette workshop on the 19th March 2009? Click here for more course information or book your seat here . |