6. USE GOOD PHONE TECHNIQUES A key to successful phone use is simply to remember that your client cannot see you. Your challenge is to make up for the lost impact of nonverbal communication by using your voice effectively. The best ways to use the phone effectively are: 1. Give the client your name; let the client know who you are just as you would in a face-to-face situation. 2. Smile into the phone. Believe it or not, people can hear you smile over the phone! Some telephone pros place a mirror in front of them while they are on the phone. Always remember to SMILE. 3. Keep your client informed. If you need to look up information, tell the client what you are doing. Don’t leave them holding a dead phone with no clue as to whether you are still with them. 4. Invite the client to get to the point. Use questions such as “How can I assist you today?” or “What can I do for you?” 5. Commit to the requests of the client. Tell the client specifically what you will do and when you will get back to them. 6. Thank the client. This lets the client know when the conservation is over. 7. Let your voice fluctuate in tone, rate, and loudness. You hold people’s attention by putting a little life into your voice. Express honest reactions in expressive ways. Let your voice tone be natural and friendly. 8. Use hold carefully. People hate being put on hold. It is necessary to explain why you are placing them on hold and break in periodically to let them know they haven’t been forgotten. If what you are doing takes longer than a few minutes, ask the client if you can call them back. Write down your commitment to call them back and do not forget to do so. 9. Use friendly, common, tactful words. Never accuse the client of anything; never convey that their request is an imposition. 7. BE POLITE AT ALL COSTS Always use the words please and thank you . I know this isn’t brain surgery, but it is important. Sometimes the simplest things can make a huge difference in a client’s perceptions and this is an area where that is the case. Clients want to be appreciated and treating them politely conveys appreciation. Please and Thank You are powerful words for building client rapport and creating client loyalty. They are easy to say and well worth the effort. 8. ENJOY PEOPLE AND THEIR DIVERSITY Every person is different; each has a unique personality. But the kinds of people who tend to bug us the most are the ones who are not like us. Recognize this, accept diversity, and learn to enjoy it. Know that people’s needs are basically the same;
6
©2023 PILMMA, LLC
Made with FlippingBook - Share PDF online