Sounding Professional on the Phone
Sounding professional begins with creating a standardized greeting for all employees to use when answering the phone. A standard greeting communicates professionalism and tells the caller right away they has reached the correct place, and takes the guess work out of what to say.
Convey positive energy, sincerity and enthusiasm in your voice. Ways to ensure you are conveying positive energy include:
* Take a deep breath and smile before answering the phone. It lifts your voice and begins the conversation with a pleasant tone of voice.
* Answer the phone promptly. Try to answer the phone by the third ring. People are not as patient today as they were 10 years ago. There is more competition for business; and the customers may call a competitor if you do not answer the phone.
* Be sure to articulate your words clearly and use proper pronunciation. If you say the same thing over and over again on repeated calls, may sure you use breaks between the words. Less confusion and repetition will occur if you convey the message clearly.
* Listening is an active process; help make that process easier for the person on the other end of the line. Convey understanding by repeating back parts of what the caller is communication to you; summarize when appropriate.
* Remember to use 'Please' and 'Thank you.' Using good manners never goes out of style. Manners are key in all customer dealings. It sends a message that you value the caller and also sets the expectation for how the caller interacts on the phone.
Avoid eating or chewing anything before answering the phone. This also applies to typing. Stop doing anything that the caller might hear over the phone. Put the person on hold when looking up information or leaving the line. This way he will not accidentally hear nearby conversations. Also thank them for holding when you pick up the line again.
When leaving messages speak slowly. Speak slowly enough for someone to write the message without having to listen to the message more than twice. State the phone number twice and be clear about what you need.
Test Call Pro offers a wide variety of fully customizable phone test services geared to ensure your employees are preforming at their very best over the phone.
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