Telephone courtesy makes the difference between creating an atmosphere in which satisfied customers return again and again versus one that chases them away.
Here are some techniques that are effective in satisfying incoming callers.
* Begin by having a pen and pad close to your phone.
* Keep a mirror by your telephone so that you can be reminded to put a smile on your face.
* Maintain a positive and friendly attitude.
* Listen more than you speak.
* Be alert, pleasant, natural, and expressive.
* Make yourself stand out as someone special who is interested in helping others.
* Establish rapport immediately. Use positive statements that will set the tone of the conversation.
When it comes to making outgoing calls for yourself or for your boss, here are some techniques to shoot for:
* Plan your agenda before calling. Ask yourself: Why ...?, What ...?, Who ...?, When ...?, Where ...?, and How ...? Then fill in the answers before calling. Planning your calls gives you the opportunity to decide the most effective way to phrase your ideas and statements. By planning your outgoing calls, you will:
* cover the important items,
* aid in managing your time,
* cut out rambling, and
* reduce your long distance telephone bill.
If a little bit of telephone courtesy goes a long way, imagine what deliberately planned telephone courtesy would do for you, your boss, your organization, and your customers.
Remember: When you maximize your potential, everyone wins. When you don't, we all lose.
© Etienne A. Gibbs, MSW, Management Consultant and Trainer, who conducts seminars addressing customer service, management, parenting, and self-development around his motto "... helping you maximize your potential".
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