| It never ceases to amaze me that
companies will spend vast amounts of money on leading-edge technology and then fail to
give their staff sufficient training so they can use it effectively. In addition, if these "technology" tools
are not handled correctly, they can rob staff of their professionalism, thus limiting
their sphere of influence.
Telephones are a case in point.
Telephones have been around so long that North American business people take them for
granted and seldom offer or seek training in this area. They forget the way the telephone
is answered provides a one-second promo spot for themselves and their company.
Here are some concerns I have with
telephone handling and some action items.
1. Telephone experts say
most people use only a fraction of their phone's features.
Action Item: Check to see if a manual is
available. If you add only one or two new features to your telephone "know-how,"
such as forwarding a message or transmitting a "delayed send," you will increase
your productivity and your ability to serve others.
2. Although you may be
on the phone with a caller for only a few minutes, the caller will be forming an
impression of you and your organization and deciding whether working with you will be a
good or a painful experience.
Action item: To handle a call
professionally, you should work on conveying the following messages:
- I will not waste your time.
- I know you and your business are
important.
- I can be depended on to get what you need.
- I am competent and well-organized.
- I work for a reputable organization and am
proud of it.
3. In a recent survey
564 business people were asked what irritated them most about the way a business call is
answered. The responses were:
- 42% automated phone menus
- 34% being put on hold without being asked
- 30% uninformed employees (In this category
are the receptionists who do not know the names of the key people in the organization or
the organization's address or postal code.)
Action item: To improve your company's
initial impact with callers:
- Opt for a live voice
- Call your receptionist occasionally from
outside the company. How good a "promo" is your business receiving?
4. Another area that
irks people is speaker phones. In a survey, conducted by a market research firm, 50% of
the respondents said they can't stand conversations where the other party is on a speaker
phone. The main concerns were the lack of privacy and the sound quality. Another sore
point was the belief that the calls are impersonal or patronizing.
5. Have your ever
checked your voice mail and found you had a message but you couldn't make out the name of
the caller or his phone number? Frustrating, isn't it.
When leaving a message state (in this
order):
- Your name slowly and clearly; spell it, if
it is an usual one
- Your phone number, then repeat it
- Company name and department
- Date and time of the message
- A message, if there is one
- If you need a call back
- Best time to call you back
It is important to use this order because
some messages cut out after a specified time.
6. Voice mail is so
popular now we are surprised when someone actually does pick up the phone.
- When you set up your voice mail message,
keep it strong, upbeat and brief. You have only 10 to 15 seconds to create a favourable
impression.
- Don't start with "I'm sorry."
(It isn't sincere.)
- Offer callers the option of talking to
someone else, if possible.
- Say what you need from them--their name
and phone number? a message?
- Tell the caller if your system has a time
limit.
- Include information on the best time to
call you back.
- Be careful when you close. The most
irritating phrases in North America today are "Have a great day" and "Make
it a good one."
- Remember to check and change your messages
frequently.
7. When speaking on the
phone:
- Watch your speed (Read a 700-word article
aloud. If it took you 5 minutes, your speech is average. If it was shorter, your speech is
too fast; and you must slow down.)
- Don't jump in with your responses. Take
deep mental breaths before speaking. This adds emphasis, allows you to censor thoughts and
makes the reader feel you are taking him seriously.
- Speed up calls by answering with a
friendly greeting, your name, and the words, "How can I help you?"
- Ease into good byes. End with a friendly
comment. "Is there anything else I can do for you?" "It was nice talking to
you."
Telephones may not be an exciting new
toy, but sloppy usage can cost you productivity and image and reduce your influence.
About Jane
©2002, Jane Watson is dedicated to
advancing business communications. She is a consultant, author, keynoter and trainer and
can be reached at jane@jwatsonassociates.com or (905) 820-9909. |
