Most of us spend a great deal of our at-work time talking
on the telephone. Customers and prospects have questions,
need problems addressed, or just want to chat.
A recent survey showed that most of us spend more time on
the phone than we realize. By putting a few simple tactics in
effect during phone conversations, you can reduce the amount
of time you spend on the phone and get better results.
1. Be sure to give the caller your name, just as you would in a
face-to-face meeting. That immediately helps take the impersonal
edge off of a business call. The caller will be more open and
courteous.
2. Smile into the phone. It's an old trick I used as a radio DJ.
It's true, people can HEAR a smile.
3. Invite the caller to get to the point. Chit-chat can ramble on
eating up your time. Say, "How can I help you," "What can I
do for you today?"
4. Make sure your words are friendly and tactful. Be careful
not to accuse, blame, or sound impatient (which we can sometimes
do without meaning to).
5. People hate being left on hold. Try to keep hold times short.
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