Communicating by Phone
Communicating over the phone has become one of life’s necessities. Whether you’re at home or work, on a cell phone or a land line, you’re always going to have to communicate by phone with friends, family members, coworkers, and clients. Given this, knowing how to communicate effectively by phone can reduce moments of miscommunication, promote professionalism, and keep your life in order.
Being Put on Hold
There are times when you’ll have to put callers on hold. How you handle asking someone to wait over the phone can ease an uncomfortable moment on a call:
Always ask for permission before you put someone on hold and wait for the caller to respond.
If you have several callers on hold, make note of who called first and address them in order and by name.
If it will be a lengthy wait, apologize and offer to ring the callers back at a better time.
The Angry Call
Every now and then, you’ll have to deal with an angry caller. Here are some steps to help you manage a difficult exchange:
Give the caller an opportunity to talk. Angry callers want to express their anger and they want you to hear what they have to say and take their issues seriously.
Listen for the signs that anger is coming, especially tension in the voice, increased speaking volume, or complaints.
Don’t take any hostility personally. The caller is frustrated with the situation, not you, and it will only make the exchange more hostile to think the situation is about you.
If you find that more and more angry calls are linked to specific issues, take steps to correct those issues or pass them on to someone that can.
Voice Mail
When you leave a voice mail message, be sure to speak slowly and clearly, but be as brief as possible. If you want to be called back, you need to give the recipient as much information as possible.
Leave your name, company, and department
Announce the reason for your call
Make a specific request for action or a response
Any information valuable to the recipient
A deadline that might need to be met
Your area code, number, and office extension
The best time to reach you during the workday
Taking a Message
When you have to take a message for someone else, remember how important your messages are to you. The recipient will want as much information as possible, so be sure you do at least the following
Ask all the information you need to, including, the person’s name, telephone number, reason for calling, time and date of call and preferred time to get back to them.
Repeat back to the caller any numbers or details that are crucial.
Never trust your memory. Write everything down and relay the message to the recipient promptly.
Positive Communication
Delivery and how you put things can be just as important as what you say. When you answer the phone, speak with the caller, take a message, or end the call, you’re representing your company as much as you’re representing yourself.
Watch your pitch. Speak calmly and naturally.
Slow your speech down. Don’t rush through sentences that might become mumbled or jumbled.
Avoid speaking in a monotone voice.
Keep your energy and enthusiasm balanced. Don’t scare off your caller with your excitement or lack of excitement. Be conversational, but not unprofessional.
Practice Makes Perfect
If you need to practice – especially if your job requires you to stay on the phone – there are several steps you can take:
Record yourself answering the phone. Review your recordings for areas to improve.
Call a friend or family member. Leave a message or carry on a conversation and then ask them for feedback.
Have a friend or family member call you and pretend to be a customer that you have to deal with.
Written by Life Advantages - Author Dr. Delvina Miremadi ©2023