How to speak on the telephone

You may have your reception area perfectly set up for creating the ideal first impression, but are your receptionists and employees extending that impression on the telephone?

30 Apr 2015

Have a pen and paper by the phone at all times so you are ready to make notes if necessary.
Answer the call as quickly as possible, stating your company and your name.
Taking control of the call from the start will show the caller you are a professional. Ask the correct questions to garner as much information about the call as possible. This will not only aid you in directing the call correctly but also aid the person to whom the call is directed, particularly if they are not actually available to take the call.
Ask the caller if they would mind holding before you put them on hold and wait for them to answer you.
Pretend that someone is listening in on every call. This will help you to keep your tone professional and pleasant at all times, even when dealing with an annoyed or angry customer.
Concentrate on proper grammar and language. Do not answer the phone with a 'Howzit' in your professional capacity, for example.
If you are dealing with an angry customer, focus on reflecting their annoyance instead of imitating them. Retain your pleasant tone at all times and ensure you listen to the complaint. Tell the irritated caller that you understand why they are frustrated and apologise, asking for suggestions as to how you can improve the situation and offering alternative solutions.
If the customer has come to you with a problem, try to solve the problem in a single call.
When speaking to a customer, try to use their name whenever possible. It not only adds a personal touch, but also shows the person you are listening.
End the call with a professional greeting and a sincere, 'Thank you!'

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