Effective telephone techniques in business

telephone skills pdf

Unreturned calls mark your firm as unreliable and unprofessional. Callers hate being ordered to hold with no control over the situation.

Laura loves writing about the customer experience and contact centers and has worked in centers as an Advanced Computer Consultant for 3 years.

Welcoming Callers Your small business clients make decisions about the competency of the company representative handling the call in the first few seconds of the conversation.

She also tinkers with technology and learns all of the pop culture that she can.

telephone communication skills examples

However, all too often the staff do not receive adequate training, which can have devastating ramifications for the customers on the receiving end of phone calls with these untrained employees.

My name is Karen. Try to avoid scripted greetings as most sound artificial and inauthentic.

Telephone skills training

This is a guest post for Skills You Need. Answering the caller by the third ring and offering a welcoming greeting using a pleasant phone voice when customers call creates a professional business image that encourages clients to use your firm. DO handle delivering bad news yourself. Too much chance for distraction; and of course, an accident. However, all too often the staff do not receive adequate training, which can have devastating ramifications for the customers on the receiving end of phone calls with these untrained employees. Controlling these factors and smiling will ensure a positive tone on the telephone and will greatly improve your customer service skills. The caller assumes that you are going to help them when you answer the phone, so they will tell you how you can help without your asking. A high pitch connotes youth and often fails to suggest an authoritative image. Match this rate while on the phone. Thanks for calling. Even when you know who it is. Canceling an agreement? And do I need to remind you? Rapport-building is good, but it is your responsibility to build rapport while remaining in control of the call. We appreciate your business, Ms Clinton.

We appreciate your business, Ms Clinton. Being busy does not give you carte blanch to be rude.

effective telephone communication skills ppt
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Telephone Skills for Business & Personal Excellence