Stop Telephone Abuse!

Of all the office tools we have, the telephone has been around the longest.  Wouldn’t you think we’d know how to use it properly?  No, I’m not talking about voice mail, automated answering systems, or even cell phones.  I’m referring to sitting at your desk and answering the ringing phone in a professional manner.  Here are a few reminders to enhance your professionalism and productivity using the office telephone.

Pick up the line quickly.  The phone should ring no more than three times.  If you are going to be away from your desk, program the phone to roll into voice mail or to an associate’s line.

Don’t sound like a recorded message.  I called a person recently who answered the phone and identified herself.  I hesitated a minute and said, “Oh, you’re alive!”  She laughed and said many people mistakenly think she’s her voice mail message.  That’s not a good thing!  Answer the phone with enthusiasm.

Identify yourself confidently.  If you’ve ever been greeted by someone who sounded as if they weren’t quite sure who they were, you know what I mean.  Using first and last name is the most professional way to distinguish yourself.

Eliminate distractions immediately.  Don’t try to finish something on the computer or read a report while you’re on the telephone.  Half listening is rude and can create misunderstandings and extra work.

Personalize the call.  “What can I do to help you, Sally?”  Calling people by name shows you are listening and makes them feel important.

Listen well.  Take notes, repeat back what you’ve heard, ask questions, and summarize the conversation.  Avoid confusion and errors with good listening skills.

Never leave the phone off the hook.  You have no control over what your caller may hear.  Always put a call on hold when you need to step away.

Let the caller end the conversation.  A simple, “Is there anything else I can help you with?” allows the caller to close the call.  Doing that prevents the caller from feeling dismissed.

Thank them for their business.  People who do business with you want to know you appreciate their patronage.  Tell them.

Making an impression on the telephone is a fact.  Whether the impression you leave is good or bad is up to you.

Emily Huling  Selling Strategies, Inc.  P.O. Box 200  Terrell, NC 28682
Phone: 888-309-8802   Fax: 888-309-7355