Even though the internet has allowed businesses to communicate with staff and customers in many ways, the telephone still plays a vital role in business. Many industries still rely on phone calls to do business, and many customers simply prefer to pick up the phone.
We look at seven industries where telephone skills stay play an essential role in business communication:
1. Investment and Finance
Investors are particularly interested in where their money is, how it gets allocated, the expected returns, or what happens in the case of an economic recession. Emails and other forms of messaging can’t make up for the urgency and in-depth conversation that a telephone call offers.
2. Customer Service and Support
Customers often require technical assistance after purchasing a product or service and they frequently seek support when facing a problem or concern with the product or service. The customer support team must be easily accessible, available, and responsive. Telephone assistance provides all of these and more!
3. Aged and Health Care
With the frequent lockdowns and other emergency situations that occur in aged care facilities, telephone communication provides a personal touch that can reassure the families when they need to make contact. Residents are less likely to be able to manage the online communication that many companies force upon them, making telephone communication the natural choice.
And when seeking a medical appointment, many people still prefer to use the telephone rather than navigating online booking systems. Even making an enquiry about your health needs is way more personal over the phone than sending an email and having to wait for a response.
Whether your company makes the majority of its sales online or through a physical store, it still relies heavily on telephone enquiries. Your potential customer could be shopping around to see which product or service best suits their needs and may need to speak with a human before making their decision. Or they may be unfamiliar with online shopping or unable to travel to your store due to disability and prefer to talk to someone over the phone.
5. Human Resources: Recruitment and Hiring
Mobile recruitment is on the increase, and telephones are essential tools for remote interviews, to update applicants on their recruitment status, request follow-up visits, give instructions, schedule training, or inform the final hiring decision.
6. Trades and IT Support
Issues that need urgent attention require a phone call to provide a prompt response. Customers can reach services such as electricians, plumbers, IT support, and medical care much more quickly and reliably through telephone communication.
7. Market Research
Telephone techniques are also excellent for establishing the needs of your local clients and their attitude towards your business. Phone surveys are a great way to inquire about customer service experiences or feedback on the quality of your product or service.
The Ultimate Telephone Skills Training Company in Perth
Whether or not your industry is mentioned here, your people need to be able to communicate effectively over the phone.
They are a reflection of your company’s brand and as such requires professional training in the skills and confidence they’ll need to make your business or organisation the obvious choice for callers.