2.2 Professional Use of the Telephone

Previous page: 2.1 Scope

2.2 Professional Use of the Telephone

Here are lists of DOs and DON'Ts covering the main components of a telephone call to, or from, a prospective customer.

a) Opening

DO:

remember, first impressions are lasting. verify you are talking to the right person. greet ("good morning"), and identify yourself and your company clearly.

DON'T:

say "hello", unless you already know him well. call yourself "Mr". eat / drink / smoke while talking.

b) Tone and Manner

DO:

use the caller's name. be warm, friendly, interested. make the caller feel you are anxious to help him.

DON'T:

be familiar, or let personality intrude. sound bored or impatient. ever lose your temper. argue or contradict (say "Yes but ", if necessary). make the caller feel in the wrong. carry on conversation with others in the room - or shout across the room.

c) Servicing Points

DO:

if you ask the caller to wait, explain why. service the call at least every 30 seconds - thank him for waiting. if you say you'll phone back - DO IT even if you don't yet have all the information you had promised. deal with problem immediately, or at least assign a priority to it. write messages clearly; leave in a prominent place. if caller is at a coin box, get his number and phone back. let your closing conversation be positive; leave client with confidence in you. always let caller hang up first.

DON'T:

say "hold on", and disappear. say "I don't know" - and leave it at that; FIND OUT. ever forget to phone him back. if disconnected, wait for him to call back. hang up while the caller is speaking. let him go without having progressed the call to your advantage.

Next page: 2.3 Getting the Best out of your Phone Calls