How to Communicate on the Telephone

One of the most common things we do on a day to day basis is communicating with other people. Good communication can lead to a better understanding of people and perhaps more importantly, allowing others to fully understand us. This is especially important in business.

Communication means have changed dramatically over the years, with the introduction of modern telecommunications such as faxes and email, but still the most widely used communication tool is the telephone. The telephone is a very powerful tool, especially when used within a business environment and many people underestimate its importance and more importantly, the importance of the person using it.

When a potential client phones a company, their first impression of that company is created by the person who answers the phone. In order to ensure that the caller develops a positive image within their mind, the person answering the call must be efficient, confident and capable of inspiring confidence in the caller. It is a very big responsibility but by examining existing skills and practicing new ones this challenge can be met, and the standards maintained.

Remember to ensure your opening greeting identity’s you and your organization clearly, by speaking into the mouthpiece. Always ask for the caller’s name and use it, it gives the impression of friendly familiarity. Speaking in a warm, interested tone will add to this.

If you have to ask the caller to wait - explain why. In this situation, service your call on hold every 30 seconds and thank the caller for waiting. Make the caller feel that you are anxious and willing to help; if you agree to call back at a specific time, call - even if you have been as yet unable to attend to the query or request.