Telephone Skills

Whether you are the CEO, the receptionist or a customer service representative, you will have to deal directly with customers, suppliers or even the press at some stage during your career. Having good telephone skills is essential to everyone who works in a modern business. It’s all about the basics

Enthusiasm: It is important to convey enthusiasm throughout the phone call. Be positive (don’t overdo it though) and you will find that you get a positive reaction from the person on the other end of the phone.  Remember to smile – despite the fact that you are on the phone, the other person can here if you are smiling in the way you speak. Subconsciously they will be detect this and react more positively to you.

Greeting: Your greeting will form an instant impression on the person on the other end of the line. Remember to say the name of your firm so something along the lines of “Hello, Blue Cube Business, Gordon speaking” is appropriate. Don't make them feel as if they are an interruption. If you are too busy, then let someone else or your voice mail pick up the phone.

Know your audience When talking to a customer, avoid company or technical terminology that they may not understand. Technical terms or industry buzz-words can put a customer in an uncomfortable position. They might not understand you. Or, they may feel frustrated and become impatient.

Transfer once only: From a customer’s perspective there is nothing worse than being put on hold and then transferred to the wrong person and put back on hold again. If you are transferring a call do it once and get it right first time. If the transfer doesn’t work then take a message and let the person in your company know to return the call.