To develop professional telephone manners, keep these BusinessVoice pointers in mind:
1- Apply the Golden Rule to all of your callers. In other words, treat them the same way you'd like to be treated.
2- Answer the phone with a smile and a positive attitude. Make callers feel welcome. Remember, you're trying to make a positive impression, whether they're a first-time caller or one of your most loyal customers.
3- Whenever possible, refer to the caller by name. People like the sound of their own name, and hearing you say it reinforces their importance to you.
4- Speak slowly and clearly. You may have said your name and company name 200 times today, but the 201st caller won't understand you if you hurry or slur your way through your greeting.
5- Avoid slang. Always use courteous, respectful language. You never know how the caller may be judging you and, by extension, your company. The words "Please" and "Thank you" are just as important on the phone as they are in any social situation. Replace the words "Yep" and "Yeah" with "Yes ma’am" and "Yes sir." No matter what the reason for the call, the caller deserves polite treatment.
For more information on telephone skills or Point-of-Entry Marketing, please visit www.businessvoice.com or call Brian Burk at 866/473-9000.