Top tips for telephone skills

 
Our experience when delivering customer service training tells us that telephone handling skills are on the decline. Whether making outgoing calls or receiving incoming calls we find that employees lack confidence, skills and knowledge to make and receive calls effectively. This blog article provides top tips to help address this shortfall.

• Posture. This is often overlooked yet our physiology makes a big difference to how we speak and come across. Make sure that you are sitting or standing upright with access to everything you need at your fingertips.
• Smiling. This does make a difference. Using a natural smile as you speak will convey a feeling of genuine warmth – even if the customer cannot see you. No one wants to be spoken to by a grump.
• Pace. Don’t rush, instead slow down and don’t let your nerves get the better of you. Slowing down gives the opportunity to help the person that you are speaking with feel special.
• Tone. Resist any temptation to show frustration or disappointment. Keep your tone of voice upbeat and showing interest. If your tone of voice conveys negativity then this is very likely to have a negative impact on the other person. Remember – behaviour breeds behaviour.
• Confidence. Make sure that you are prepared to make and receive your calls. This means having information to hand or at least where it is easily accessible. Preparation enables you to be confident and relaxed, which in turn influences the customer to be the same.
• Friendly. Whether making or receiving a call, it’s important to remember that you are there to help solve people’s problems. Therefore, it’s important to have the mindset and the skills to be a friend and not an opponent.
• Objections. Be prepared and be ready with alternative suggestions. Let the customer feel that they’re in control and making the choices. Use more pull and fewer push behaviours as you look to resolve your customer’s reasons for speaking with you.
• Knowledge. Know your products and services well. Also understand the bigger picture of what your business or organisation is looking to achieve. And of course, research the person and their organisation too. This will help them feel special too.
• Match. Adapt your style to the caller and their situation. Listen to how they are speaking i.e. not just what they are saying but how they are saying it. You can then adjust your voice tone, tempo and language appropriately.
• Conversations. Make a real effort to create genuine moments and connections with your customer. Small talk can be really important – especially to avoid awkward silences when you are searching your computer screens for information. Remember that you may be busy as you search but the other person will be waiting in silence which can seem an age and/or create uncertainty.
• Play the numbers. If you are involved in making outbound sales calls, then make the numbers work in your favour. For example, how many prospective customers will you need to contact to gain your desired number of appointments and sales etc.?
• Be resilient. Develop your bounce-back-ability. ‘I never lose. I either win or I learn’ is a great quote from Nelson Mandela which encourages us to reflect on learning ‘What could I do differently?’. Gain support from your manager and fellow team members to develop the right habits and help you stay motivated.
• Be prepared. Avoid following a script but have a list of bullet points or prompts to make sure you cover all of the essential information you need to gather or impart.
• Credibility. This is essential to build trust. Ask yourself ‘Why should your customer want to talk to you? Be clear about how your product and/or service can help them and always follow up on your promises.

See here for more information on our customer excellence training.

Paul Beesley
Director and senior consultant
Beyond Theory

Other helpful blog articles related to this topic: 
 
How to ask deeper and more meaningful questions to gain greater understanding
The four levels of listening
Listening to understand rather than listening to respond
Empathy – not tea and sympathy