TELEPHONIC SKILLS
In the contemporary world, most of our conversations, interactions, and discussions with others take place over the phone. Telephone or cell phone is, in fact, the most commonly used tool of communication, among professionals staying in different parts of the world. Whether they work in a large or a small organization, professionals need to interact with peoples mostly through telephones. Although telephonic conversations play an important role in everyday professional world. Not all of us are equally accomplished in displaying appropriate telephone manners. In fact, owing to this pervasive use of telephones, many of us tend to treat it like a trite, everyday affair and hence sound uncouth, discourteous, impatient, or annoyed to our listeners.
Given below are tips following which one can maintain proper etiquette while making of receiving a telephonic call in BUSINESS:
1. Identify Yourself and Thank them for Contacting You
Give your full name and the name of your COMPANY. Since the caller has taken time to call you, you may answer the phone this way: "Thank you for calling Phonix Infotech, this is Anita De'silva, how can I help you ?"
2. Try to Remain Positive
A positive opening sets the stage for a pleasing experience. A warm and enthusiastic tone tells the caller that he/she is not being regarded as an Interruption. Instead of giving him/her the impression that he/she is wasting your time, your tone can make him/her feel like (s)he is the most important per son to you at that moment. Establish control of the call by asking the first question.
3. Consider the Tone and Speed of Your Voice
Speaking too fast or too slowly or in a very loud or subdued voice might offend anybody. Also if some one places too much emphasis on some specific tone or maintains a bored, flat tone which unmistaka bly suggests disregard for or disinterest In the caller, it can prove quite risky for your business prospects.
4. Listen Carefully
As discussed earlier, listening to others is not as easy as it appears to be. However, without careful listening, one cannot answer appropriately and with conviction. Therefore, make it a point to take the calls seriously and listen to the caller very carefully. An empathetic listening can help you achieve success for you and your organization.
5.Respond
Now, some might want to become defensive which brings a change in the tenor of the voice. You may be realistic and practical while answering to a request or complaint, but your reaction should not be rude or dismissive regardless of the caller's intent. While dealing with a complaint, do not start blaming your colleagues or your organization.
6.Remain Composed
Acquire a posture of deliberate politeness with guarded intent. While dealing with a particularly rude, upset or frustrated caller, try to be composed and considerate. One such expression can be "I'm sorry, who were you trying to reach?" Remember, you need to continue to be polite; having done so, however, you need to be still realistic and focused.
7.End Well
End the call on a pleasant note. Normally, a pleasantry such as 'Thanks for calling... 'You are welcome..., 'Feel free to call me if you need anything else...', etc. puts the persons at the other end at ease and helps them create a positive picture about you in their mind.
8.Time Your Call
If your client has in-depth and complex queries that will take a while on the phone to sort out, then adequate time should be given to him/her. At the other end of the spectrum, rushing a call or limiting call time can make the other person feel like they aren't important, whereas making the call much longer than necessary can also become an issue.
9.Be Precise and Clear
Ensure that the people who are on the phone actually know what they're talking about. A professional requires knowing the nitty-gritty of his/her subject. Providing clarity to the caller can lead to conviction and credibility.
Tips for an Effective Telephonic Conversation:
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[1].Spoken courtesy on a telephone can reap rewards we may not expect. [2].Never raise your voice on the phone. [3].Try to speak clearly with the receiver a couple inches away from the mouth-not too far, not too close or on the lips. [4].Take notes during the call, and record the date and time. Keep all your notes in one place. [5].When you call back and get an answering machine, do not hang up. Leave a complete message with your name and telephone number. [6].Receive a little formal training in telephonic communication. |
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