At Zoom, we train all our operatives to have the perfect telephone manners. We know how important it is to communicate well on the phone and how much of a difference it can make to your business.
We’ve put together a few tips on telephone manners and how to win over your clients.
- Effective communication requires you to build trust, comfort and understanding. It also requires discussion, rather than just one person telling someone something.
- Successful communication is where two people come to understand the same thing, so while a varied vocabulary may sound impressive, it may simply lead to someone not understanding what’s being said.
- Repeating what someone has said back to them can assist in communication. It helps to clarify the issue- and it tests that the message that has been “sent” is the same as the one that has been “received”.
- Testing for understanding (as above) is essential- most people will not say if they don’t understand, as they’ll feel embarrassed or inhibited by thinking that others do.
- If you don’t know something, it’s best to carefully word your response. Instead of saying “I don’t know”, you can word it to sound more professional and positive. Use “I will find out” and then make sure you get back to them.
- A lack of training is the most common reason for performance failure.
We take pride in our telephone manner, treating your clients the same way we would our own. When we speak to your clients, they will never know that they aren’t speaking directly to your company. They will always speak to someone who is well-trained, articulate and professional, while keeping a friendly warmth to the conversation. Try us now- free for seven days!
