Phone communication skills are very important in a business setting and it is even more important to come across clearly, politely, and effectively. The following information will be most helpful to a business's secretary or receptionist.
There are four things that you should be mindful of when answering the telephone.- Be Courteous
- Be Friendly and Helpful
- Listen
- Provide Information
Here are a few steps to follow the previous items.
- Identify yourself and listen without interrupting
- Stop talking if interrupted
- Speak clearly and with a smile
- Be enthusiastic and show an interest
- Be sincere in your attempts to help
- Deal with any problem diplomatically
- Do not hurry people
- Try putting yourself in the caller's place
- Be clear and accurate when giving information
- Avoid jargon
- Talk with confidence
- Get the facts and record the information
- Confirm that the caller understands the information that was given
There are also comments that give the wrong impression when answering the phone for other professionals. Here are a few examples:
- They are not in yet - "they're late"
- He's just popped out- "and does so all the time"
- They have left already- "they have slipped off early"
- They are tied up- "they are to busy to talk to you"
It is more professional to say that "He/She is not available at the moment, may I please get him/her to call you back?"
When taking a message make sure to collect all relevant information.
- Who the call is for
- date/time of the call
- Telephone number of the caller
- Name of the caller and the company
- Reason for the call
- A convenient time to return the call
- Your name
When ending a phone conversation always thank the caller and add a personal ending, such as 'Have a wonderful day.'
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