Telephone Skills

[Greg]

Does anyone have any good tips on how one might improve their telephone skills? This includes links to good sites or movies. Thanks!

[stephencp]

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Stephen
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[Redhatlady]

I have spent quite a lot of my working and non working life on the telephone. Firstly if you are making a call, I would say, KNOW WHY YOU ARE CALLING. This may seem obvious but is often not as simple as it sounds. Are you calling to get an order, confirm an appointment, arrange to meet a friend, complain about bad service. Be clear, ideally write down initially at least, the purpose. "The purpose of this call is to .......
Secondly, START THE CALL IN THE RIGHT TONE. By this I mean, if you are chatting to a friend, then its a friendly, see whee it goes call. If however, it is a business call, be business like. Ask for the department/person by name if known. Keep the tone of the call professional and clear. If you know why you are ringing, see above, then the aim of the call is to get/do/complain about something or someone. Keep that in mind. Keep coming back to the point if it gets a bit fuzzy. If the person is not in, or the reason for calling cannot be resolved, ask when they will be in. Arrange to call back at a specified time.
Thirdly, speak slower than usual. Breath slowly and evenly. Try to picture from the tone of the persons voice and language their age, background, experience, and relate what you want in their language.
Fourthly, generally, unless absolutely necessary, try to maintain a sense of dignity, control, order, to the call. If it is a social call, smile just before you say hello.
Fifthly, before ending the call, mentally check with yourself that you ahve got what you rang for, or, are a stage nearer to getting it. (or not if that is the outcome) End the call again in the correct tone you started with, friendly, formal, business like as the case may be. Make sure you know the name of the person you spoke to if a business call and their direct number or department. Treat all people as representatives of their company if a business call. Do not get angry with them only their company if necessary(as a very last resort) Do not use four letter words or be rude. Do not say YOU this or that if they are simply representing their company. Thank them for their help.
Finally, follow up a call, especially if complicated, with an email, written letter, reminder or confirmation call.

Enjoy telephoning...

[Dating Specialist]

It helps to have a mirror in front of you so you can constantly check your facial expression while speaking to the guy at the other end.

Even though it's only the voice that gets heard, but never underestimate how much our facial expression and body posture can affect the tone in which we speak.