If you work in customer service both your attitude and your technique are important when it comes to serving customers over the telephone. So this post will be devoted to the attitudinal aspect of answering the telephone, and in the next post I will provide you a few tips that can improve your telephone technique.

Since perception is reality, as you talk to customers, how you say things is often more important than the content of what you say. Either way it all begins when you reach for a ringing phone…

In the attitude department keep the following in mind when answering the telephone:

A customer’s phone call can never be treated as an interruption – Without current and future customers calling your business with questions and orders for products and services, your boss doesn’t need you on the payroll.  Each time that phone rings, look skyward and say, “thank you.” The ringing phone provides you with gainful employment.

Every call is unique – The ring may sound the same on your end of each call, but the needs and emotions of the folks on the other end of the line are infinitely different. Be ready to serve. It’s not about you.

First ImpressionsFirst impressions are formed in less than 6 seconds – Regardless whether your callers are glad or sad when they ring up your company; the last thing they want to hear on the other end of the line is Eeyore, the pessimistic, gloomy, depressed old grey donkey, who is the friend of Winnie-the-Pooh. They want to hear somebody with an upbeat voice who is actually glad they called, and it’s doesn’t take them but a few seconds to determine if you meet their expectations. Clock’s ticking…

Put a smile in your voice – You probably don’t think smiling is important since you’re not answering a video call, but I assure you, a smile (or lack thereof) can be heard in your voice. I realize you are constantly multitasking and may be involved in something unpleasant when the phone rings, so how about placing a small mirror near the phone that you can glance at it from time to time in order to insure your facial expressions are pleasant and that you are smiling. Your customer will appreciate it and your job depends on it.

Try to help the customer – Folks don’t call your business because they are lonesome or in need of a new friend. They need answers; such as information, confirmations, prices, availability, and yes, someone to throw under the bus occasionally, when they aren’t happy with your firm.

Learn to become a good listener and make sure your attitude is helpful as you interact with callers:

Empathize with the caller – If you don’t know the true meaning of the word empathy, it’s simply the ability to understand and share the feelings of others. Remind yourself of that each time you pick up a ringing phone. Always remember that “sorry works”, so that should be the first word you respond with, without prematurely admitting fault, when a negative is dumped on you.

Use “business friendly” language – Never forget you are having a business conversation, but be sure to project a degree of friendliness. In the process please refrain from going overboard and using phrases like, “Can I help you honey?” or “Would that size work OK sweetie?” Yuck!

Use the customer’s name – Always remember that everyone on the planet has an invisible flashing sign on their chest that says, “Make me feel special”. The fastest and easiest way to do that is to call them by name. Most people agree that the sweetest sound in the world is hearing the sound of your own name.

Business Telephone EtiquetteTake notes – The best way to show your caller that you are interested in them is to ask permission to take notes and then do it. Notes will help you remember what callers say and at the same time it sends a message that you are really interested in them and want to be helpful.

Always offer more than the minimum – Don’t make callers pull every word out of you. Be willing to go the extra mile.

For example, I’ve had good results getting my books to purchasers when they order from my website. But last year I had a weird experience when a sales manager in northern Ohio ordered copies of SINAFLW for his sales reps. The book order was shipped and a confirmation email sent, but about a week later he contacted me asking where his order was.

Rather than asking him to give it more time or some such rhetoric, I immediately apologized and re-shipped his order, this time paying for overnight shipping. A few days later he called to tell me that both orders arrived the same day and what should he do with the extra books. I told him to keep them and give them to whoever he thought would benefit from them at his company. I lost my shirt on that order but I didn’t try to get by just offering my customer the minimum. The shipping screw-up wasn’t his fault.

Never say “I can’t” – Your callers want answers, not the audio version of a deer in the headlights look. “I can’t do that” won’t get it, nor will “uh, uh, uh.” If that’s the way you roll your competition will love it and will gladly pick up your lost customers. If you don’t have the authority to do something, you better also tell the caller you are going up the food chain to seek an approval to get their problem solved.

In the next post we will continue talking about business telephone etiquette, focusing on techniques.

How about commenting below in the Speak Your Mind area and share with other readers your personal experience and thoughts about maintaining a good telephone attitude.

If you make your living by regularly communicating over the phone, you should take a free peek at my book, Sell is NOT a Four Letter Word here.  It will be very helpful in improving your performance.

©2014 Robinson Training Solutions, LLC