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Step 1
Project a professional and confident image. Smiling while you are speaking to someone shows believe it or not. It really is projected in your voice if you are smiling.
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Step 2
Listen to the caller. be sure not to cut them off or monopolize the conversation.
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Step 3
Never keep them on hold for longer than 30 seconds. Do a test, close your eyes and sit still and count 30 seconds, it's pretty long.
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Step 4
Give them your full attention and show respect and care and concern if and when they have a problem or dispute. Do not be dismissive.
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Step 5
Always refer to the caller by their name, this makes for an intimate and warm feeling.
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Step 6
If the caller requests request a resolution to a problem, and you are uncertain, tell them you will find someone who can assist them, never tell them you do not know sorry but you can not help. Always find a way and always get an answer.
Comments
margalik said
on 2/26/2009 Nice article, but please make sure to check your grammar and spelling.
Wasatch said
on 2/18/2009 I have a teen who will get this as required reading. :) It makes a difference in any phone situation.
sunshine11219 said
on 2/18/2009 good tips