Say that again? It’s not just what you say, it’s also HOW you say it
By F Kamaruddin
Can a “Hello” sound hostile and unwelcoming? You bet!
How many times have you experienced the following when you make a telephone call?
Andy* : Hello?
Annie : Yes?
Andy : Is William there?
Annie : William? Not here. He’s in the bathroom.
Andy : Oh. Can I leave a …
Annie : < Hangs up >
Andy : ??
* fictional characters
For many of us, the telephone is the first contact we have with an organization. As the saying goes, you never get a second chance to make a first impression. And that first impression can either leave customers calling elsewhere, or have them excited about learning more about your products or services.
Making the right long-lasting first impression goes beyond answering the telephone after one or two rings and greeting callers with your company name and the customary “How can I help you?” – it involves a focus on two areas: what you say and how you say them.
Planning what to say is not just relevant to call centers where agents with telephone headsets use prepared script or checklists in most of their interactions. It’s about identifying a standard way of answering the telephone, the best words to use and the best process to manage calls (transferring or forwarding calls) from people who are calling on their valuable time.
Focusing on how you say things is as important, if not more, than identifying what to say and what to do. A key part of this is using more than your ears to listen. At the core of it is paying attention. It also involves watching out for how the caller is speaking, the words they use, and the right approach in probing for more information. From this, you can identify the right tone, volume, and even the right comforting sounds that you may need to make, in order to make the call a good experience for the customer.
Effective telephone skills can help you make a first impression that can go a long way in connecting with customers. They’re essential in handling queries and other requests for information, even if it’s just a caller looking for a colleague who is not at his desk at the moment. And if the colleague in question really does happen to be in the bathroom, it’s best to inform the caller that “William is away from his desk right now. Would you like to leave a message?” It works much better!
Tags: Effective Telephone Skills
