Training Tips on Telephone Skills

Good telephone skills can be an asset in your job and your personal life.

Talking on the telephone makes some people uncomfortable, and this is only made worse if they're using the phone for business purposes. One key to overcoming this discomfort is training on how to handle others over the phone. Developing good phone skills helps with client relations, business cold-calling scenarios and general phone etiquette for your personal life.

Organize Phone Time

Schedule a time to make your calls if you know about them in advance. Write down everyone that you have to call, then organize them according to the importance of the subject matter or the best calling times for the person you want to talk to. Allow sufficient time in your schedule for the calls so that you don't have to rush through one call to get to the next. When you're expecting someone to call you, see if he can call during a time when you aren't busy so that you can focus your attention on his call.

Prepare for the Call

Finish and save any work you might be doing before making a call so that you won't be distracted. If the call might take a while, let others know that you shouldn't be disturbed because you'll be on the phone. Take a deep breath before answering the phone or placing a call. If possible, begin your conversation on the phone with that same deep breath so that you don't sound tired or unenthusiastic.

Be Upfront and Honest

Identify yourself and the reason that you're calling, giving your position with the company you work for if it's relevant to the conversation. Be honest with the person you're talking to and avoid trying to double-speak or hide the true meaning of what you're saying. Many people will be able to tell if you're holding something back or trying to disguise your true intentions, and this will only hurt your credibility. By being honest about who you are and what your intentions are, you can gain the caller's respect and the call will typically go much smoothly.

Don't Push a Sale

Be conversational and don't try to force the person you're talking to into making a decision or commitment. Don't make the call all about your company and what the caller or call recipient can buy or do for you; try to relate everything to the other party's point of view and how your company can benefit her. Listen to what the other person has to say, taking her concerns to heart and answering any questions she may have.

Verify Details

Always take notes during a phone conversation, writing down any details that might seem important. Read back any addresses, phone numbers, complaints or other details from the conversation to verify that you've written them down correctly. Getting in the habit of always verifying information ensures that you not only have the information written down correctly, but also shows the person you're talking to that you're paying attention to the conversation.

Stay Professional

When talking to someone on the phone, it's easy to fall into the mindset that because they can't see you, you don't have to act the way you would if you were talking with them in person. Try to avoid this, staying professional when on the phone if possible. When talking with business clients, suppliers or potential customers, don't become too casual in the way you address them, and don't have your attention diverted elsewhere. Speak in an even tone and make clear from your words that you're genuinely interested in what the person you're talking to has to say. Don't carry on other conversations or have excessive background noise that might put off the person on the other end of the line.

References

• Communications Doctor: Talk Smart - Prescriptions for Improving Your Phone Skills; Gladdis, Suzanne PhD
• Sales Training Sales Tips: Telephone Sales Skills on Disguising Your Cold Calls
• Business Know-How: How to Improve Your Telephone Skills
• Call Centre Helper: Ten Tips to Improve Listening Skills on the Phone