Even with the widespread popularity of digital communication platforms, most people still contact businesses by phone. And with younger generations entering the business world with minimal telephone skills, professional telephone skills are not only a valuable asset, but also a worthwhile investment. Focusing on the improvement of your team’s telephone skills is a smart business decision that will reward you with a substantial return. So to help you out, we have compiled a list of useful tips to help you sound more professional to your customers and make a positive impression every time.
5 Tips To Enhance Your Telephone Skills
1. Know Your Caller
Treat every phone conversation as a marketing/branding activity. Take the time to consider how your teams manage phone calls with different callers, parties, or stakeholders. You can build stronger relationships and make every conversation as productive as possible by adapting your communication to your caller’s style. For example, if your caller is direct and to the point, don’t spend too much time on small talk. Conversely, if they are very chatty give them a little more of your time before getting to the point of the call.
2. Use Your Caller’s Name
Add a personal touch to every phone conversation by using your caller’s name as soon as you have it. Asking for the correct spelling or pronunciation of your customer’s name is always appreciated and will help build rapport quicker.
3. Focus Only On Your Caller
Give your customers your full attention by isolating yourself from your surroundings during each call. Focus on the phone conversation to provide a more positive experience for your caller. By being totally focused on the call, you will better understand your caller’s needs and arrive at a more efficient outcome.
Also read: Your Receptionist is Your Best Marketing Tool
4. Clear Enunciation
To make your telephone conversations as productive as possible and avoid frustration, your caller needs to understand everything that you are saying. Use clear speech whenever you are on the phone. This means using positive language and avoiding technical words or jargon. Steer clear of any slang or filler words to avoid confusing or even offending your caller.
5. Leave Your Customer Satisfied
To leave a lasting positive impression and ensure that your customer is completely satisfied, always end your phone conversations in a positive manner. Summarise the conversation by agreeing on a plan of action and asking whether they need further assistance or clarification. Thank them for their call and hang up last, just in case they had something else to add.
With better communication skills you can build better relationships, boost sales, and elevate your reputation. Contact Edge Communication for customised Telephone Skills Training for your organisation.
Recommended readings:
– How to Manage Your Own Wellbeing When Faced With Challenging Customers
