What to do for an effective telephone conversation
Either you are a business professional, BPO or customer care executive, you need to have all these skills so that you can deliver correct and necessary information to your customer.
Do's
- Speak politely, be confident in a positive and friendly tone. Trying to make frequent use of courteous phrases like "Ok", "Thank you", "Please", "You are welcome", also trying to make your voice sound very present, put your smile in your voice.
- Trying to have a pen, message pad, telephone directory and appointments book near at hand.
- Whenever talking, hold mouthpiece one inch away from the lips and earpiece close to your ears.
- Handle inside calls with as much care is calls from outside.
- Trying to treat every call is an important call because it is very important to the person calling you. Also, you can let the caller feel that he is being given personal attention and he is not being treated in just a routine manner.
- In the long-distance calls, it is very good to be loud, but shouting should be avoided at any cost.
What should not do for Effective Telephonic communication:
Don'ts
- Trying to avoid mumbling, talking through the nose or teeth or running words together.
- Avoid cliches like 'ah!', 'yep', 'I see', etc.
- Don't shout in the telephonic conversation. Don't speak too low.
- Trying to be natural as much as possible. In the long-distance call all it is good to be loud but shouting should always be avoided at any cost.
- In a telephonic conversation, time is the most important factor so don't try to waste your time in the personal talk but at the same time don't sound abrupt also.
Guidelines for answering the telephonic:
- Speak slowly and clearly.
- The tone should always be pleasant.
- Volume should always too soft, just right and too loud.
- Trying to put a smile in your voice.
- Try to let your caller speak and don't interrupt.
- Don't give "I don't know" answer. Always says "wow", "awesome", "fantastic" your collar and take initiative that who can help them.
- Sometimes it happens that answer is not always what caller wants to hear, however, the tone of your voice can deliver the message in the more understanding manner.
- Before picking up the call stop what so ever you are doing sit up straight, take along breath, keep the smile and have a positive attitude.
- It doesn't matter how badly your day is going on don't let the caller know about it. Always be pleasant to your customers.
- Don't answer immediately, answer after the third ring.
- Trying to treat the caller with respect.
- Don't eat or drink while talking on the telephone.
- If you talk with somebody else then always place a caller on hold, that means if you don't know what customer asking and you are are going to ask somebody near you then try to make your caller on hold. noise should not interrupt.
- Don't keep the caller on hold for more than a few seconds. If it takes more than two or three minutes, then ask for a number and offer to have someone return their call.
- If you want to transfer the call to another department then provide a number in which you are talking so that transferring calls will unsuccessful, the customer can directly call the provided number.
Effective telephonic communication is a very important contribution to any organization or firm.
If you have acquired all these skills, you will also become an important contributor to the organization.
This is very important for those who always get stuck or irritate while listening to unfair words, you have to control yourself because the customer whom you are talking need help.
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