by Nancy Friedman
We have at least nine ways to communicate, and often miscommunicate, in the business world: face-to-face, email, snail mail, fax, phone, voicemail, text, chat, and social media.
Miscommunication can occur with any of these platforms. Sadly, it comes with the territory.
Simple as it sounds, answering a telephone call is not as easy as it seems. People have become lax on their cell phones—even in the business world.
So, let’s talk basics.
You only need to offer three things when you answer a business telephone call.
1. A “buffer,” which can be any of the following welcoming statements: “good morning,” “good afternoon,” “thanks for calling,” and the like. Bottom line, every time you pick up the phone, you need a buffer to greet the caller. Buffers set up the most important part of the greeting and that’s…
2. Your company’s name. Without a buffer, your company’s name can get lost.
3. Your name. In fact, your first name will do the trick.
The combination of these three items may sound something like this: “Hi, thanks for calling the Telephone Doctor’s office, this is Nancy.”
STOP! Anything after your name erases your name.
Important fact: “How can I help you?” is not necessary for an initial greeting. You are there to help. That’s why you answered the phone.
Offering your name as the last thing you say to the caller increases the chances that he or she will remember your name. And the best part? Ninety-nine percent of the time, they will immediately share their name with you because you gave them yours.
Share these three items at the top of your calls, and they will go in the right direction!
Nancy Friedman, Founder/Chairman,
Telephone Doctor Customer Service Training, bringing you Zoom programs, and our www.serviceskils.com, a popular boutique, unique online eLearning platform. Nancy is a featured speaker on customer service, communications, and sales. www.nancyfriedman.com or call 314-276-1012.