What's In Your Communication Tool Box?
I attended a class last week titled "Telephone Imagery: Improving Your Customer Service through Excellent Telephone Skills", which was taught from a communications perspective. So, not only did I learn how to improve my telephone skills, I learned how improve the way that I communicate overall. And since I spend my day providing service over the phone it's imperative that my communication skills are top notch.
One thing that I learned that will always stand out in my mind was this: You have 15 seconds or less to make a good first impression over the phone and only 40 percent of your ability to make that impression. At first I was shocked and then I started to think about all of the advantages there are to make that great impression when you are face to face with another person. You are able to present yourself in a professional manner by the way that you dress and act. You are able to shake the person's hand and make eye contact. You are able to express through your posture and body language that you are genuinely glad to meet them. Now try doing all of that with your voice.
The key is putting a smile in your voice. Hang a mirror next to your phone or put up a funny picture so you can smile each time you answer the phone. Sit up straight and make sure that after greeting the caller, you offer them assistance with their matter. Put away what you might be working on at the time so that you can give your full attention. This may seem like somewhat of an inconvenience if the phone ringing interrupts something else you are doing, but remember, you are representing your company or business when you answer the phone. A good experience with you could lead to a new client, which in turn could lead to a good referral and so on and so forth.
So, I ask all you agents out there, whether you do most of your business face to face or over the phone, how are your communication skills? Next time the phone rings try putting a smile in your voice and see if it makes a difference to the person on the other end.
"First impressions are indelibly marked on the fabric of the mind." - John J. Tarrant
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