Telephones are devices that allow the user to communicate messages across lines electronically. One can easily communicate with those both nearby and far away using a telephone by simply dialling a specially designated number. The word telephone comes from two Greek words meaning "far" and "sound."
Handling the wide variety of both incoming and outgoing telephone calls requires in-depth skill. Customer service is an extremely important aspect of telephone skills. Good customer service via the telephone shows respect for the customer and builds business and relationships. Good customer service is provided by maintaining an excellent voice quality that is easy to understand and includes a pleasant tone spoken at a reasonable speed. Selecting appropriate vocabulary is also important. If words are used that are not understood, positive communication will not be conveyed.
An efficient business telephone streamlines good communication between organization and customers. A telephone offers a faster interaction than e-mail, is more personal, easy, and quick to use. We must follow some telephone skills in our daily life for better communication. The details of such skills are described here.
Basic Telephone Skills-
The basic telephone skills include appropriate methods for calling, answering calls, transferring calls, putting calls on hold, taking messages, and recording voice mail messages, etc. Here are some very common questions that we can ask ourselves during a telephone call.
• How to communicate effectively on the telephone,
• How to talk to customers,
• How professionally we need to talk.
[1] Effective Communication-
Here are some basic skills, we need to follow for communicating effectively on the telephone:
Skill 1: Answer the phone specifying who you are.
Start your call with three parts greetings. The three parts are: the buffer words, the company or department name and your name.
A pleasant buffer phrase such as “Good Morning,” or “Thank you for calling XYZ Company,” sets the stage for the call. Follow that buffer phrase with the name of the company or department and then your name.
Skill 2: Speak clearly.
Before you make the phone call, think about the purpose of the call. For example, do you want to gather information, communicate information, negotiate, obtain agreement, make arrangements, sell something, or develop an idea? Always talk clearly and be specific during telephone calls. Long sentences do not always show fluency. Throughout the telephone call, try to bring your ideas across in a structured way. Do not be tempted to hop from one subject to another; even new ideas come into your mind.
Skill 3: Use words that make sense to the other person.
Messages may also be conveyed in the way the words are delivered. If you sound bored, angry or disinterested, the other person may well pick up on it, and it will then be irrelevant how good your proposal is or how valid your arguments are. It is true that they cannot see you, but a lot can be communicated through your tone of voice, so make sure that it matches the message that you are trying to get across.
Good customer service is provided by maintaining an excellent voice quality that is easy to understand and includes a pleasant tone spoken at a reasonable speed. Selecting appropriate vocabulary is also important. If words used are not understood, positive communication will not be conveyed. Listen carefully when servicing a customer. Be prepared to offer responses that will be delivered in a positive manner.
Skill 4: Use good, descriptive language during the conversation.
A key difference between professional and personal phone calls is obvious, i.e. the language. It might be acceptable to use slang and swears when talking on the phone with your close friends, but never use such types of language with customers as you may lose your customers forever. Always be mindful and respectful with your customer during phone calls. You never know what customers might be offended by something you say, so it is best to use formal language. It is okay to throw in humour if appropriate, but never crack a joke that could upset a customer.
Skill 5: Write down important points before making a call.
It is an excellent idea to write down the important points or any questions prior the call or during the call. During the call, when both parties are asking questions, it is equally important to listen attentively. Attentive listening can be demonstrated by speaking in such a way that the listener knows you are hearing.
Skill 6: Repeat important points during a call.
This is actually a good idea in any situation. Especially if you are communicating on the telephone, or in another language, there will be times when you are not sure about something that the other person said. It could be because they have not been clear. Maybe there was background noise. It could be that they were speaking quickly, or they have a regional accent. The reason does not matter. It is always better to ask for clarification than to guess what the other person meant, or to be unsure about what they think or are going to do. It is also better to repeat and clarify important points during the telephone call.
[2] Communication with Customer-
Our communications with the customer over telephone have a great impact on our business as well as personal life. Here are some basic skills that we need to follow while talking to any customer over telephone:
Skill 1: Practice active listening skills. Never argue or interrupt the customer.
The four major means of communication are speaking, reading, writing, and listening, with listening being the most important part. Listening involves sensing, interpreting, evaluating, and responding.
Use a combination of different words and short phrases to acknowledge that you heard and understand what the caller has said. Spoken feedback signals are even more important on the phone than face-to-face. Without them, customers wonder if you are listening or not. If you are adding notes on the computer, tell the caller, so they know the typing sound they hear is related to their call.
Skill 2: Lower your voice and speak in an even tone.
A positive tone and friendly voice can encourage comfort in the caller. Starting a conversation with a pleasant greeting sets the tone for the whole phone call. Answering in a rushed or annoyed manner puts a negative impact on the conversation, leading it in the wrong direction. The thing you want is for your caller, especially someone who is particularly helpless, like a patient facing a medical emergency, to feel even more nervous or anxious than they already are.
People do not just communicate with their words. Messages are also conveyed in the way that words are delivered. If you sound bored, angry or disinterested, the other person may well pick up on it, and it will then be irrelevant how good your proposal is or how valid your arguments. It is true that they cannot see you, but a lot can be communicated through your tone of voice, so make sure that it matches the message that you are trying to get across.
Skill 3: Establish rapport through empathy.
Empathy is “the ability to understand and share the feelings of another”. Rapport is “a close and harmonious relationship in which the people or groups concerned understand each other's feelings or ideas and communicate well”. Rapport is all about highlighting common interests and establishing a mutual feeling of friendliness. When people like each other, whether in business, friendship, or both, they tend to help each other.
Here are three ways you can increase your rapport rating with prospects and customers:
Match your customer’s style: Pay attention to how your customer prefers to communicate and get in step. Does your customer prefer to get right down to business, or warm up by engaging in small talk? What kinds of things does he or she find funny, interesting, or exciting? If your customer talks quickly and loudly, make an effort to match that energy.
Trust builds rapport: Your customers will learn to trust you if you fulfil your promise. Keep your commitments, call when you say you will, and always follow through. Be careful not to make promises you might not be able to keep. Too many salespeople make well-intentioned commitments, only to find they are unable to find time to fulfil them. They may not always lose a sale because of this, but they are certainly not building the kind of trust that will make that customer anxious to give referrals.
Another way to build trust is to demonstrate that you are interested in their well-being, beyond your own profit potential. Know and appreciate your customer’s needs beyond your product. See what you can do to help them meet those needs. Little things like finding information for them or putting them in touch with other suppliers, tend to make a big difference.
Practice reciprocity: When you treat people in a certain way, they tend to want to treat you in the same way. Find ways to treat your customers as valued members of your professional and even social circle. In life and in business, the little things make a big difference.
Skill 4: Avoid getting upset or angry.
There are various reasons why customers become angry. Your product or service is not always what is specifically upsetting to them. Angry customers could be under great stress, having trouble at work, experiencing family issues or be facing some other life challenge. Avoid the impulse to talk over them, even if you have good news when you find the caller or customer is in a different mood.
Here are some tips for answering and handling calls professionally:
Tips 1: Promptly answer calls. The average ring takes 6 seconds.
Tips 2: Be warm and welcoming.
Tips 3: Introduce yourself and your business.
Tips 4: Speak clearly.
Tips 5: Do not use slang or buzz words.
Tips 6: Ask before you put people on hold.
Advanced Telephone Skills-
Advanced telephone skills will allow you to develop the core skills of being able to influence on the telephone and further build rapport with your clients or customers. Develop the confidence needed to have that difficult conversation and get your own way. Here we will discuss some advanced telephone skills for better communication over the telephone with customers. Here are ten simple yet crucial reminders for delivering exceptional customer service on the phone.
Skill 1: Answering a Business Call
Start your business call with any one of three buffer phrases as per timing. Pick up the phone in time and after the greeting introduce yourself and your company. When answering a business phone, it is important that it is not allowed to ring more than three times. Advise employees that the second or third ring is the ideal time to pick up the telephone.
The phone should be answered with a positive greeting such as “Hello,” “Good Morning,” or “Good Afternoon,” etc. Following the greeting the person who answers the phone should give his or her name and the name of the business or organization that is being contacted.
Put on a smile before placing or answering a phone call. Whenever a person smiles, it affects the sound of his or her voice and gives a more pleasant and friendly tone. For clarity, the telephone should be held a distance of two fingers from the mouth.
Speak in a clear tone using a voice that is neither too loud nor too low. Words should be enunciated and said slow enough that people are able to understand what is being said to them. When a caller is speaking, listen to what he or she has to say without interruptions. Skill Example:
(You) “Good Morning, “Good Afternoon” or “Good Evening”.
Skill 2: Putting a Caller on Hold
If someone must be put on hold, ask for permission first and give him or her option to leave a voice-mail message. When taking them off of hold, thank the caller to show that their time is respected. Be sure to let the caller know why you need to put them on hold, ask if they are able to hold and then wait for a response. Callers hate being ordered to hold with no control over the situation. If the caller is not able to hold, handle their needs by offering options, such as a call back.
Skill Example:
(You) “I’ll need some time to pull up that information from the system and it might take few minutes. Are you able to hold?”
(Caller’s Response) “Yes, thanks!”
Skill 3: Thanking the Caller for Holding
When a caller has to be put on hold or gets dumped immediately into a hold queue when they call, it is very frustrating. You can ease that frustration and put the call on a positive path by thanking the customer for holding. This reconnects with callers and puts the conversation back on a positive path.
Skill Example:
(You) “Thank you for holding”.
Skill 4: Monogramming the Call
People enjoy hearing their name, so using it helps set a positive tone for the call. Using the caller’s name and saying it correctly is an efficient way of letting them know that you intend to assist. Do not be afraid to ask for help with pronunciation and spelling. It signals to the caller that you are willing to take time to give good service.
Skill Example A:
(Caller’s Request) “Hi. My name is Chris Dixon, and I need to change an order I placed yesterday.”
(Your Response) “Sure, Chris, I’ll be happy to help you. My name is Karen. What do you need to be changed?”
Skill Example B: (Caller’s Request) “Yes, would you please tell him that Bob Rebzinski called?”
(Your Response) “I’m sure a lot of people misspell your last name, and I don’t want to be one of them. Would you please spell your name?”
Skill 5: Avoiding Excuses
Callers want solutions, not excuses. What excuses annoy customers the most? Things like, “Our computers are down” or “Sorry, but that’s our policy.” Take responsibility for all the calls you answer and tell your callers that you intend to help. If you receive the first contact with the customer, take 100% of the responsibility to guide the caller to a place where there will be a resolution. Rather than telling a customer, “That’s not my department,”.
Skill Example:
(Caller’s Request) “This is Mr Whitfield. I have some questions about the invoice I received.”
(Your Response) “Hi Mr Whitfield. Thanks. You’re actually going to need to speak with Keisha in our billing department. I’m in the service area, but I can go ahead and connect you, and, just in case we get disconnected, Keisha’s extension is 292. Are you able to hold?”
(Caller’s Reply) “Sure.”
Skill 6: Giving Spoken Feedback Signals
Use a combination of different words and short phrases to acknowledge that you heard and understand what the caller has said. Be sure to mirror back some of what the caller has said. Spoken feedback signals are even more important on the phone than face-to-face. Without them, customers wonder if you are listening, if they have been disconnected or if you are even able to help them. If you are adding notes on the computer, tell the caller, so they know the typing sound they hear is related to their call.
Skill Example:
(Caller’s Request) “I’d like to have my things packed up by your movers on the 23rd in the morning.
(Your Response) “Good. I’m jotting this down. All right. Got it. Pack on the 23rd in the morning.” (Caller Continues) “Right. We’ll need the packers to come in first and pack my dishes. So, they need to be very careful when they pack my dishes.”
(Your Response) “Sure. I understand. I’ll mark that on the order: Be very careful when we pack the dishes.”
(Caller’s Reply) “Good. Thanks for being so thorough. I appreciate it.”
Skill 7: Being Prepared
It is a good practice to keep paper and a pen or pencil next to your phone at all times. Writing a message word for action is the best way to make sure you do not mangle it.
Skill Tip: Being prepared:
The reality is that not everyone likes to leave a message on voice mail. Always be ready to take a message or information from a customer.
Skill 8: Controlling the Conversation
Rapport building is good, but it is your responsibility to build rapport while remaining in control of the call. If a caller gets off subject, take control of the conversation. If things get off track, ask a question related to the purpose of the call as a subtle buffer to get it back on track. Customers appreciate your handling their needs efficiently.
Skill Example:
(You) “When would you like us to deliver your new monitor?”
(Caller’s Response) “Well, let’s see, I have an uncle coming into town. He’s a professional fishing guide, and his specialty is shark fishing. You ever go deep sea fishing?”
Skill Example A. Controlling the conversation (with a gentle, related question):
(Your Reply) “You know, I haven’t, but that sounds very interesting, and it would be a great reason to set up everything early, wouldn’t it? In fact, you might want to set up your monitor before your uncle comes in. So, do you want us to deliver that new monitor Wednesday afternoon or Friday morning?”
Skill 9: Avoiding Mouth Noises
Mouth noises annoy and alienate the other person. The mouthpiece of a telephone is a microphone that amplifies sounds on the receiving end. While on a call, do not eat, drink, hum or chew gum.
Skill Tip: Work to avoid annoying mouth noises.
Skill 10: Leaving a Positive Last Impression
A positive last impression counts as much as a good first impression. End your conversation on a positive note. Let the caller feel that you are glad and that you look forward to hearing from them again. This last impression is often the way they remember the entire call.
Skill Tip:
(You) “I’ll let our crew member know, and he’ll take care of it for you. He’s very good. We appreciate your business, Ms Clinton. Thanks for calling.”
(Caller’s Response) “Thank you!”
(Your Reply) “You’re welcome.”
Essential Telephone Skills-
Telephone calls may be broken into three major parts-
1) The introduction, in which both parties establish their identity and the convenience of the call.
2) The purpose, which involves communicating needs by asking well-constructed questions.
3) The conclusion, whereby both parties reach a verbal agreement on the points made during the call and any specific action that needs to be taken.
Here we discuss some essential telephone skills:
Making a Telephone call
Before making a telephone call, consider its purpose calls could possibly be made to obtain information, return a call, schedule an appointment, or service a customer. Be ready psychologically to make the call. Have a positive attitude toward making the call. Keep all the necessary information available when you make the call.
When making a call, be sure to do the following:
• Identify yourself immediately to get the call off to a positive start.
• Tell the purpose of the call to the person you call. Be specific.
• Ask well stated appropriate questions to obtain the desired action.
• Close the call in a friendly tone with an understanding between both parties of the action(s) that need to be taken.
Incoming Telephone Calls
Be prepared to answer the telephone when it rings. Keep pens and message pads close by as well as telephone directories and other reference materials. Use an answering machine if necessary. When answering the phone, follow these guidelines:
• Answer the telephone no later than the second ring.
• Identify yourself in a friendly tone.
• Use the caller's name.
• Gather as much information as possible.
• Do not interrupt the caller.
• Give accurate information.
It is an excellent idea to write down any questions prior to beginning the call or during the call. During the call, when both parties are asking questions, it is equally important to listen attentively. Attentive listening can be demonstrated by speaking in such a way that the listener knows you are hearing.
Question Skills
Questions should be asked in such a way as to obtain the desired information. Normally there are three major types of questions:
• Open questions: These questions call for more than a yes/no answer and often begin with who, what, where, when, why or how.
• Closed questions: These questions are used primarily to verify the information. Often these questions begin with are you, do you, can, could, did, will, or would.
• Forced-choice questions: These questions call for an either-or response. The listener has the choice between at least two options.
Maintaining Telephone Numbers
Telephone numbers may be obtained from your own record, from directories, or from directory assistance. Have the telephone number visible when you get ready to make the call. Developing a personal telephone list is very helpful. Telephone directories that contain both white pages and yellow pages can also be sources of excellent information. Use the white pages to locate a specific name of a person. Use the yellow pages to locate a product or service. Directory assistance provides access to a telephone number by going through a directory assistance operator. Usually, there is a fee for obtaining this information.
Operator Assisted Calls
Operator-assisted calls are the most expensive type of telephone calls. Avoid them if possible. Types of operator-assisted calls include the following:
• Collect calls: In collect calls, the person called must agree to accept the charges for the call.
• Third-number billing: Such a call is billed to a third party.
• Person-to-person: Such a call involves telling the operator you will speak only to a designated person. If that person is unavailable, you will not have to pay for the call.
Screening Calls
Screening a call means using judgment to determine whether you should put the caller through to the desired person by being friendly to the caller without revealing embarrassing or unnecessary information.
Transferring Calls
Transferring a call means that, for any number of reasons, it would be best for the caller to speak with someone else. It is important to be thoroughly familiar with the specific procedure for transferring a call.
Message Taking
Messages may either be left as voice-mail messages for the person being called or written down by someone else. If you are writing down the message, use a telephone message form to fill in the appropriate parts.
Specialized Telephone Calls
Handling the wide variety of both incoming and outgoing specialized telephone calls requires in-depth skill. The following are some of the more common types of specialized calls:
• Information calls: Calls made to gather information require careful thought to determine exactly what information you are trying to obtain.
• Scheduling appointment calls: Know exactly when you want an appointment before placing the call. Have all information in front of you when you place the call. If you are making calls for another individual, notify that person of the scheduled appointment. Likewise, be certain you have carefully recorded on an appointment calendar the designated scheduled time as well as any special instructions.
• Complaint calls: Often, a complaint call can become a negative experience by nature. Be prepared to deal with emotions in as positive a fashion as possible.
• Collection calls: Collecting money over the telephone is a challenging experience. Good questioning skills are of paramount importance in handling a collection call.
• Telemarketing calls: Selling a product or service over the telephone is done by a skilled salesperson called a telemarketer. Generally, telemarketers have been trained to deal with a wide variety of responses and situations.
It is wise to follow these steps when dealing with specialized calls:
• Always respond in a courteous and professional manner.
• Give accurate information.
• Be prepared to deal with rejection and negative responses.
• Offer a variety of positive solutions.
• End all calls courteously.
Telephone Skills and the Future
Telephone skills will undoubtedly continue to be increasingly important as technology and equipment continue to evolve. Strong communication skills will always be highly essential when using the telephone. Evolving technology will enhance the telephone in the future. Telephone skills must be integrated with that technology to make the process work.