Polish Your Telephone Skills

Lana Chandler
April 14, 2008 | COMMENTS

When you're on the telephone, simple courtesies enhance the caller's trust and confidence in you. It's not just what you say but also how you say it. And remember, your coworkers are “internal clients” and should be treated with the same courtesy.

Regardless what your telephone conversation is about, you'll have more success if you follow these tips:

Identify yourself and the institution. For example, “Thank you for calling XYZ Credit Union. This is Shirley Johnson.”

Maintain a normal and smooth voice tone. Talk as if the person is sitting across from you.

Be articulate. Clearly enunciate your words. Tip: Use a tape recorder to evaluate your articulation. If improvement is needed, practicing tongue twisters can help.

Avoid negative language. Don't talk down to callers or sound as if you're trying to give orders. Examples are:

“Do you understand what I'm saying?”

“Is that clear?”

“You have to . . .”

“You can't . . .”

Exercise old-fashioned manners. Use phrases such as please, thank you, you're welcome, sir or ma'am .

Personalize the interaction. While prospects may not identify themselves, existing clients probably will. Write down the name and account number to help you remember them.Unless callers tell you otherwise, use Mr., Mrs., or Ms.

Speak numbers slowly and clearly. Often clients are writing down any amounts or numbers you provide.

Listen closely. Never interrupt the caller. Concentrate on what the person is saying. Listen for feelings, too. For example, a change in voice pitch may indicate frustration or anger.

Maintain a positive attitude. Regardless how many times you've heard the question or complaint, give each caller the same respect and courtesy.

Check your physical appearance. Sitting up straight in a clean, organized environment and smiling helps you make a better impression. Normal body and facial gestures makes your voice sound more natural and pleasant.

Express appreciation. Always thank the caller for contacting your institution. Let the person know you appreciate his or her business or interest.

This story appeared in Branch Manager's Letter at www.branchmanagersletter.com and is reprinted with permission.