A phone is ringing somewhere in your office. By the third ring the call should be Answered. BUT… before you pick up that phone:
1. Clear your mind of all but the task at hand – responding to the caller. 2. Prepare your phone voice
3. Answers by the 3rd ring
4. Offer your standardized greeting.
5. Be prepared before you respond.
6. Treat the caller with respect; be efficient, effective, empathetic and responsive.
Clear Your Mind of all but the Task at Hand – Responding to the Caller
There’s nothing worse than trying to carry on a conversation with someone who is reading their emails, looking at documents or distracted with something other than your conversation. You can always tell; there’s an extended pause in the conversation while you wait for a response but they have none because they were looking through a magazine while chatting on the phone. It’s frustrating, it’s rude, it makes you feel unimportant and they are likely to miss important information for lack of focus. BE PRESENT WITH YOUR CALLER
Being present requires FOCUS. Your center of interest should be on the caller and their conversation. Allowing distractions can result in important information being overlooked or worse, the caller identifies you as a poor provider of customer service and tells others.
* Turn away from your computer and desk when you answer the phone * Put down your reading material.
* Focus your attention on the caller
* Take the gum out of your mouth
* No drinking or eating during the conversation
Take an informal survey of the people you see talking on the phone. How Many are focusing their attention on the caller? Pay attention when you are Talking to someone on the phone, do you think they are giving you 100% of? Their attention? What reaction do you have to their phone etiquette?
Prepare Your Phone Voice
How you handle yourself on the phone reflects not only on you, but also your Department. You see it over and over. Someone talking on the phone forms an opinion of the person with whom they are talking based on the tone of their voice, their language skills, etc. It may not be fair, but it happens. According to John Robertson of EZINE @rticles, within 60 seconds people will make assumptions about your education, background, ability and personality based on your voice alone. What reputation do you want to build? What impression do you want to make?
Do you sound like this on the phone?
Pay attention to:
• What you want to say. • How you want to say it.
Your voice is very important to your career and your personal life. When you are talking 87% of the listener’s opinion of you is based on how you say it according to Robertson. That means that only 13% remains to make a positive impression about what we are saying. Project a tone that conveys enthusiasm, confidence, friendliness and attentiveness.
Did you know, when you smile while you are talking it comes across in your voice? Let your personality shine through on the phone.
* Take a deep breath before you pick up the phone
* Smile before you speak
* Assume your speaking voice, controlling speed, tone and volume * Speak clearly,
Call someone and tell him or her you are conducting an experiment. Ask them to give their attention to your call and begin speaking with a grimace on your face and then change to a smile. Ask if they noticed a difference and have them explain what they heard.
Prepare to Offer Your Standard Greeting
YO, Hey, Whazzzzup may be the normal greetings you would expect to hear in The academic setting if you are calling the dorms but they are not generally accepted...