Do You Have The Right Attitude For Effective Telephone Communication?Jeannie Davis
November 19, 2012 — 1,756 views
Do You Have The Right Attitude For Effective Telephone Communication?
Being able to use the telephone appropriately, is important to a company's image. Often, it transmits the first impression which is always a lasting impression. The telephone is an important tool that you can use to your advantage. If you deal in any way with customer service, one of the first skills your employees should learn is how to maintain a positive attitude when they are on the phone.
What is attitude? When most people think about attitude they think about someone who has a bad or negative attitude. If you ask people if they have an attitude, they may think you are insinuating that their disposition is sour, grumpy or discouraging. No one wants to interact with a person with this type of disposition and if your employees are expressing themselves in this way over the phone, chances are they are driving away business.
Your attitude impacts the level of customer service you provide. It will also impact whether your product is being sold effectively or not. It is imperative that you remember to treat your customers with respect and then give them more than they expect. Make your customers enjoy dealing with your company by being as pleasant as possible.
In most cases, your employees will exhibit a good attitude toward your customers. Sometimes, like anyone else, your employees may experience a bad day. Being positive all the time is impossible, but with proper training, your employees can learn to temper their negative feelings when they occur.
How does your attitude impact the level of customer service you provide? How does it impact a potential sale? What impact does your attitude have on your productivity throughout the work day? The answers to these questions can be difficult to provide if your customers expect something different than your expectations.
Remember: Everyone in an organization is a salesperson no matter what part of the business they work within. This means that the first impression each person makes is advertising for the company—positive or negative.
Next time you start your day, think about the attitude you have before you pick up the phone. Adjust your attitude if you need to. You'll have greater success keeping your customers when you learn to manage a positive attitude.
Jeannie Davis, president of Now Hear This, Inc., a Colorado-based communications training company that teaches people how to best present themselves over the phone, says telephone conversations limit effective communication about 60%. For over 18 years she has helped businesses solve their business telephone communication problems through professional telephone skills training. She is also the author of the award-winning book, Beyond Hello: A Practical Guide For Excellent Telephone Communication And Quality Customer Service and contributing author in Real World Customer Service Strategies That Work. For more information about Jeannie, contact her at 303-337-1991 or go to her website: http://www.phoneskills.com/.
Now Hear This, Inc.
Jeannie Davis, is an authority on telephone communication for great customer service. She is the award-winning author of Beyond “Hello: A Practical Guide for Excellent Telephone Communication and Quality Customer Service.