TELEPHONE CALL ANSWER TIPS

PHONE CALL ANSWER 

YOU CANNOT JUDGE A BOOK, BY ITS COVER. 
They always say that. 

DO WE NOT MAKE judgements by the tone,speed and manner in which each phone call is answered?

Each phone call answered has its own peculiar telephone speaking voice, tone and manner.

EVERYBODY forms opinions and make judgements about us answering calls. Just like an opinion is formed within the first 60 seconds of two people meeting each other, judgement about us are immediately based on the way we sound on the telephone. They cannot see us. They form an opinion of who we are by what we say, how we say it, the tone of our voice and that "smell"of confidence and authority.

In fact the message we communicate over the telephone is based on two qualities; (1) "What" we say (verbal content) and (2) "How" (tone)we say it. Several studies have indicated that as much as 87% of the opinions people form about us, when speaking to us on the telephone, are based on the tone of our voice. Only 13% is based on the actual words we use. We too do this.

People can "hear" and "see" our personality and mannerisms through the tone of our voice. We live in a world of answering machines and "voice mail" and the phone in our palms all the time. We carry a phone with us to and from work, into the gym and restaurants, and wherever we may be. This is now even more true with housewives; working men and women and literally anyone and everyone. 

How many of us find ourselves playing "telephone tag" with each other. By the time you actually speak with the person you were trying to contact, you've left 2 or 3 messages. In those short message exchanges, the party on the other line has already formed an opinion about you based solely on your speaking voice. In order that people form a good image about you here are some tips which can help your spoken image.

Tips when "Answering" the telephone call

1. Answer the telephone by the third ring - Answer the telephone or make sure your answering machine picks up the telephone by the third or fourth ring. Do not let the telephone ring and ring. Many of us hate waiting and waiting or  "hate" speaking into these answering machines, and also hate not having the option of leaving a message.

2. Make sure your greeting is professional - Make sure your greeting is short but very professional. Write down and practice your greeting several times before you actually record your greeting. Play it back and listen to your own speaking voice. Is your message too fast? Is it too slow? Make sure your greeting sounds professional and clear. Give the caller clear instructions what to do when leaving their message.

3. Be prepared before you answer the telephone - Have paper and pencil ready when you answer your telephone. Be prepared to be an "active" listener and take notes when someone calls. Especially enough to write down the person's name who has called so you can use their name during your conversation with them. People "love" to hear their name.

4. Be an "active" listener - Take notes as you speak. Let the people know you are taking notes and this will signal them not to speak too fast. Ask for the correct spelling of their name. Don't assume their name is spelled the same as others and other details as required. ALL IN WRITTEN FORM.  

5. Return telephone calls promptly! - To me, this is the most professional telephone habit people should possess. Be that person who DOES return telephone calls. Many people DO NOT return telephone calls! There are people and there are businesses and companies who DO NOT return telephone calls. Always try and return telephone calls regardless of where you are.
Be prompt in returning calls.

6. Check Your Messages Frequently - Check your messages several times a day. People may be looking to contact you quickly. Your quickest turn around, reply will always be appreciated. 

When Your Phone Rings....

TELEPHONE ANSWERING    

The phone rings. Very dutifully you answer before the fourth ring,which you should.You answer very cheerily. You answer in your best vocal tone. 

An angry person is on the other end, shouting at the top of his voice. It is never pleasant to take such calls, even though you are not the source of his issues and problems. 

How many quick wishes flash across the mind suddenly. Why did I choose to answer that call? How nice if the call gets technically cut off. Why is he yelling at me for? Wonderful if only another conversation from elsewhere crosses across his shouting session.

We imagine all kinds of scenarios to avoid that one angry person.

Why all that imagined fear and hatred for that call and person. You have a choice to transform that angry person into a FRIENDLY PERSON. Yes! You Can.

RULE 1: STAY COOL. When you are under attack, the worst thing to do is to retaliate or go on the offensive, with your verbal assaults. REMAIN COOL, CALM, COLLECTED and COMPOSED. Let the person who is calling blow off all steam and cool off. Do not get drawn into any argument.

RULE 2: TAKE NOTES. With notes, you can focus on the one, two or more issues he or she has raised. When he has cooled, and you repeat what had been he said, they becomes appreciative that you listened and took notes. This has a calming effect and the issues that need to be got resolved is much more easier. They wanted to be heard, you listened. They wanted to be taken seriously, and you have done so with notes. Along the way, say once at least, "Excuse me sir, I am trying to write this down. Could you please repeat that for me".  This works.

RULE 3: ISOLATE THE PROBLEM. Repeat the noted facts to the caller, without missing out on anything. Then reduce the entire thing in one simple statement and state, "So the problem is..............." and if you are right, he or she will say "YOU ARE RIGHT". There may be disagreement, so listen again and have that statement of yours corrected. Now you are at the core of the issue and ready to solve or resolve. 

RULE 4: WORK OUT A SOLUTION. Would it be a refund; replacement; immediate assignment of a service representative; free pick-up for attention; or whatever that is within your jurisdiction as attention to that complainant. 

Otherwise, consult your senior and get back to him at the promised hour or earlier.

RULE 5: SEEK AN AGREEMENT. Make sure the solution is agreed upon, and then you stick by it. Do not press anyone into agreeing to your solution, but in a tactful tone and voice, balance the offer to sound in his favour. Say, "I am going to go out of the way, to send you the replacement within 24 hours as a special delivery" and add "is this a fair solution?" or "is this acceptable to you?" Wait for that answer that confirms ,all is fair. If they hesitate and delay reply, quickly jump in and ask, "is there something bothering" . Find out and resolve.

RULE 6: SUMMARIZE. Go over one more time your offer and promise of action, before he or she hangs up the phone. He or she must be clear as to what is going to happen next. This is to prevent miscommunication that may lead to other issues or problems. 

RULE 7: FOLLOW UP:. This is the most important. You may have dealt with caller, but it is the service team, dispatch team, the accounts or someone else who is going to actually fulfill the agreed conditions. CHECK; ENSURE: FOLLOW UP and COMPLETE the promises undertaken. You cannot afford to have that person call back and scream. You can however make him call back to say, THANK YOU FOR YOUR EFFICIENCY. Only you can.