Phone Techniques - Part 3

In our final part, remember -

Discipline

• Answer within five rings

• Return calls promptly

• Prioritise your diary tasks for calls

• Operate a call back policy. Do not get the customers to ring in again if the person
they want is not available

• Don’t interrupt other people when they are on the phone

• Do not daydream


Customer care

• Make the customer feel important and that you care

• Smile. You can hear a smile in the voice

• Don’t put the customer on hold unless you have to. If you do, explain what you
are doing and why

• Listen properly. Use “verbal nods” so that the customer knows you are listening

• Give the customer 100% of your attention. Refuse to be distracted

• Stand up for difficult calls. It helps you to sound positive


SUMMARY OF LEARNING POINTS

• Using the phone is more difficult than face to face communication because you
only have your voice

• The whole company is judged by an individual’s performance on the phone

• Concentrate on: Your voice
What you say
Being organised
Your discipline
Your customer care

Love it -

i find that these tools are always great to look back on when you need a boost....