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What Every Manager and Employee Should Know About How to Maximize Telephone Courtesy
by Etienne A Gibbs, MSW
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Telephone courtesy makes the difference between creating a positive atmosphere in which satisfied customers return again and again versus a negative atmosphere that chases them away.
* Begin by having a pen and pad close to your phone.
* Keep a mirror by your telephone so that you can be reminded to put a smile on your face.
* Establish rapport immediately.
* Maintain a positive and friendly attitude.
* Be alert, pleasant, natural, and expressive.
* Listen more than you speak while acknowledging your presence periodically.
* Use positive statements that will set the tone of the conversation.
* Do and say whatever it takes to make yourself stand out as someone special who is interested in helping others.
When it comes to making outgoing calls for yourself or for your boss, here are some techniques to shoot for:
* Plan your agenda before calling. Come up with answers to the basic questions of:
Who ...?
Why ...?
What ...?
When ...?
Where ...?
> and How ...? Then fill in the answers before calling.
Planning your calls gives you the opportunity to decide the most effective way to phrase your ideas and statements.
By planning your outgoing calls, you will:
* cover the important items,
* aid in managing your time,
* cut out rambling, and
* reduce your long distance telephone bill.
If a little bit of telephone courtesy goes a long way, imagine what deliberately planned telephone courtesy would do for you, your boss, your organization, and your customers.
Remember: When you maximize your potential and help others to maximize theirs, everyone wins. When you don't, we all lose.
Etienne A. Gibbs, MSW, Management Consultant and Trainer, conducts lectures, seminars, webinars, and writes articles on his theme: "... helping you maximize your potential." For more information visit www.MaximizingYourPotential.blogspot.com, or email him at execandgroup-consulting@yahoo.com.
PERMISSION TO REPUBLISH: This article may be republished in ezine, newsletters, and on web sites provided attribution is provided to the author, and it appears with the included copyright, resource box, and live web site link. Email notice of intent to publish is appreciated but not required.
© Etienne A. Gibbs, MSW
PERMISSION TO REPUBLISH: This article may be republished in ezine, newsletters, and on web sites provided attribution is provided to the author, and it appears with the included copyright, resource box, and live web site link. Email notice of intent to publish is appreciated but not required.
© Etienne A. Gibbs, MSW
Article Source: www.businesshighlight.org
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