| Good First Impressions on the Telephone |
| The first contact that most people have with your organization is often via the telephone. That's why it's important that you keep these guidelines in mind when you are on the phone: |
| Speak slowly and distinctly.Routine
information is probably so familiar to you that you can recite it in your
sleep. But it's not routine to most callers. Many people, in fact, may
be taking notes. By speaking slowly?and offering to repeat important information?you
can make the caller feel important and leave him or her with a good impression
of your firm.
Speak through a smile. It sounds silly, but your voice actually takes on a more pleasant tone when you smile. Of course, depending on the caller, that smile might mask a grimace - but still a smile will make you sound cordial, even upbeat, no matter how bad the day has been. Take pride in the quality of the conversation. Make an effort to sound interested, concerned and efficient. There should be no verbal pauses, such as 'um' and 'ah', or meaningless phrases such as 'You know.' Empathize with callers who are holding. Monitor how long a caller has been on hold. If you pick up the phone for a colleague or your manager, give the caller the option of speaking to someone else or leaving a message. In the event they might be disconnected when you transfer the call to another, provide them with the person's direct extension. Be organized. You shouldn't have to scramble for a pen and piece of paper to take a written message. In case a caller is requesting an appointment with your manager, and you maintain his calendar, keep his schedule on your computer or a print copy on your desk. Listen carefully to how callers pronounce their names. Ask callers with difficult names to spell the name and double-check pronunciations. Phrase questions and requests courteously. You should avoid terse, unfriendly phrases such as 'I need you to' or 'Can you hold?' You should also never answer a question with 'I don't know.' Instead, say, 'I'm not sure, but I'd be happy to find out.' All of this advice may sound like common sense, but in today's busy offices it's worthwhile to review the rules. After all, you never get a second chance to make a first impression. |
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