Reach Out and Touch Someone

Client Interaction Over the Phone

Having good telephone skills helps build stronger relationships with everyone! Whether the call is incoming or outbound, the following can be applied to virtually every call. The way you handle your phone is as important as a face-to-face meeting. So take the time to go over some of these basics. Here are my favorites:

• From beginning to end, show that you care about the person you are talking to. You don’t need to act overly excited about your phone conversation. Just have a positive attitude. It is contagious.
• Even though you are on the phone, the other person can sense a smile from you.
• Your tone and voice inflections will create an impression and help the person on the other end understand what you are telling them.
• Say “Hello!” (or good morning, good afternoon, etc.) Have a warm greeting or opening. Welcome people into the conversation. Don’t make them feel as if they are an interruption.
• It is not always easy to keep calm, especially if the customer is angry about something you have no control over. If a customer is complaining and angry, let them vent. Most likely they aren’t mad at you personally. Ask them questions to show that you care. Don’t add to their aggravation. You might ask them to repeat the problem just to make sure you understand. Be a good listener.

The most important strategy is to apply the golden rule: treat others as you wish to be treated!

Laura Thurston
CPO – Chief People Officer