The Art of effective Telephone Communication is
an essential skill for anyone in business today and can be one of the most
difficult skills to attain especially when it takes place in another
language.
When one of the key ingredients of successful
communication that of, body language is removed, telephoning is often something
that many of us dread!!
Since the arrival of mobile phones, we can be in
contact anywhere and at any time. Companies expect the Art of the Telephone to
be used on a daily basis. It is essential therefore to know how to interact
with others using the phone correctly.
We at TheTelephone Marketing and Training Company can a look at some ways to build
confidence and improve your telephone communications.
Structure
Structured
communication is important. Plan what you are going to say. This helps to feeling
more confident and prepared to tackle any problems. Primarily be sure of the
objective of your call, what is your goal. Is it to establish a communication, make
an appointment or get information? Have a check list written down so that you
can refer to it
Moving on, prepare a
script to attain what you are trying to achieve. This will help in keeping the
focus on your objective. You may also check that the grammar/phrasing is
correct. Then practice before making the call.
Also think of where
the conversation may go. Make your check list for the details you require. If
needing to make an appointment have available dates ready at hand and timings. You
will also need to get address details and locations, maybe need to check what
parking facilities there are.
What sort of
information will you need to produce or supply. What will you do if the person
is not available for a meeting?
Think of the
questions you might be asked and how you will react to them. Positive responses
will give you confidence and give confidence to the person you are calling.
Going Live
Now let’s make a call.
Check your notes, script and dial. Smile and that will make you sound confident
and positive.
Always address the
person by name and say it several times during the conversation.
Everybody likes to hear their own name, it makes them feel important.
It’s a good idea to
start the conversation with a little small talk, particularly if you already
know the person.
Refer to your notes
and get down to business. State the reason for calling and listen carefully to
the replies.
Be ready with a pen
and paper to take notes. Be sure to get the information correctly and ask them
to repeat anything you are unsure of.
Don’t be afraid to
ask the caller to slow down and speak more slowly.
Knowing how to end a call is just as important as starting the call.
Remember to
summarize the key points, using your notes for reference. “
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