How a little smile can work wonders
THE way you answer the phone can boost business and your career.
Julie Walters, office manager at building services company Quinplex in Tarporley, Cheshire, often takes calls from people with urgent property problems and finds a smile translates into a more upbeat voice, which can make all the difference.
Julie, 58, says: ‘Communicating by emails and social media means people are losing the telephone skills that make customers feel welcome. I try to treat everyone as if they have a job worth £1 million. Even if they have a small job today, I want them to call back with subsequent business. I know it has made the company more money.’
Jill Bradshaw, trainer at call answering company Moneypenny, says: ‘When you answer the phone, the person calling builds an instant impression. You want to come across as enthusiastic, helpful and efficient, not rude, bored and grumpy, so move beyond a curt “hello”.’ Be chirpy but not too chatty — have a line or two of general conversation, but don’t spend s everal minutes on pleasantries.
Verbally nod. Commit to the words you are saying, so you come across as positive and decisive rather than vague or distracted.
If you don’t know the answer to a question, it’s fine to admit this, but quickly suggest you can find the required information and come back to the caller within a short, specified time.
If you’re busy and can’t go into detail just then, take their details and tell them you’ll call back. Be efficient and reassuring to give callers confidence.