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Telephone Communication
 Take
Down Messages
"Dear Ms Riley, I had the opportunity
of speaking to Mr Cook, head of sales, on Saturday 11
January at 10:30am for twelve minutes. He recommended
that..." This was a sentence that I constructed in a
letter to a supplier. How was I able to receive a call
from Mr Cook on the 11 January and send a letter to Ms
Riley on the 24 January and recall with such accuracy?
How? I recorded the message in my daily record of
events. Always have relevant resources at hand to record
every message.
 Establish
the Need
A telephone conversation can also be
a type of meeting that could take fifteen minutes of
your time, when three minutes would be enough. If you
have four similar telephone meetings, you would have
wasted almost one hour. When someone calls you, always
establish why they are calling, you could ask, "How may
I help you?" In closing the conversation it is good
practice to thank the person for their call. Do not pick
up the phone immediately you remember to call someone,
think things through first. When you have established
the need to call, make a note of all the agenda items
that you wish to discuss, then make the call. Being
properly prepared will save time, money and show how
professional you are in dealing with others.
 Listen
Carefully
Listening is hard work and requires a
great deal of commitment, patience and concentration. I
always take notes of key points and summarise what was
said in order to clarify my understanding. Always repeat
the entire message that was recorded including telephone
numbers, faxes or e-mail information. One wrong digit is
all it takes to convey incorrect and incomplete messages
which could result in major cost. Failing to listen
carefully has caused many organisations and individuals
to lose business. Make sure that those who answer the
telephone are effective listeners.
 Every
Telephone Visitor is a Guest
"Treat your guests the way you want
them to treat you."
If the Queen or the President called
you how would you treat them? Treating everyone equally
means treating them the way you would like them to treat
you. Return telephone calls as promptly as possible and
from time to time delegate, refer or screen your calls.
Always be time and cost conscious when you are on the
telephone. Treating a telephone visitor as a guest does
not mean that you keep them on the telephone longer than
is necessary.
 Please
Smile
A smile in your voice or a pleasant
telephone manner costs nothing but has the potential to
create friends, win contracts and calm angry people. A
smile changes the tone of your voice and gives your
listener a friendly and professional impression of you
and your organisation. "To my friendly telephone
conversationalist." This is one of the many compliments
that I have received, it was written on a postcard and
sent to me. Smile and brighten up someone's life!
 Harmony
Not Conflict
The telephone has been used as a war
zone for many people. When you discover that conflict is
possible, remain calm, polite and think before you
speak. Ask for higher authority if necessary. You do not
need to shout, hang up or be rude. It is extremely
difficult for an aggressive person to overcome a person
who is constantly polite, assertive and positive.
Conflict with customers is suicidal, for it is the
customer that pays the bills.
 Obtain
Name and Company Details
If you work in an organisation it is
a great time saver if the receptionist could inform you
of who it is that wishes to speak to you and from where.
This information gives you the opportunity of knowing
whether to take the call or to refer it to someone else.
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Never Use the
Phone While Eating, Drinking, Smoking or Talking |
Have you every talked to someone
while they were eating at the other end of the line? The
sound is awful. This type of behaviour gives an
unprofessional image. I once told a group of
receptionist in a company that they were the most
powerful and most important people in the business. I
told them that negative behaviour over the telephone
could send customers elsewhere. This is one of the major
reasons why so many businesses spend so much time on
training and rewarding front line staff.
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Every
Telephone Visitor Must be Given a Warm Greeting |
Establish a policy for answering the
telephone effectively and efficiently. I have taught all
my children and staff to answer the telephone with a
warm, friendly and cheerful voice. It is a joy when I
listen to my seven year old daughter answering the
telephone. "Good evening, Kizzie Williams speaking, how
may I help you?" The first impression makes the
difference.
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