There are many components to help achieve success in business. You can include the more complicated and grand aspects that help in its achievement and then you might also want to include the smaller things that contribute to it. All of it would help in achieving the kind of success that every company and organization would like to have and consider as ideal.
For companies that give due emphasis on its customers and clients, communication through the use of telephone is of vital importance. So many transactions are made and everything needs to clear and precise, if there is a breakdown in communication then complications might arise. Proper telephone skills are needed by the company’s employees in order to help prevent such complications.
Those skills would not only come in handy for communicating with customers, but would also be useful for within the company as well. So if are anxious to improve the telephone skills of your employees – or would simply want to make an evaluation – then the following could be of help.
The Start of the Call
The very beginning of a call is crucial, always have that in mind. The start of every call is going to play an important part in ensuring that the entire course of the call is going to go well or at least positively. How a call is handled by your employee should be considered an experience in and by itself, both for the caller and your employee. Speed is important – the caller should not have the impression that the call is being accepted too soon or too late, the phone shouldn’t be picked up too soon and neither should there be too many rings before it’s answered.
The Middle and the End
It is also necessary for you to take an equally serious look at the middle and the end of the calls. Even if you get a good start to the call, there is still a chance that something would go wrong and would end up spoiling the whole call. Some very important transactions and deals could be placed in jeopardy when this happens, so even the overall length of the call should be noted. Never rush a call, adequate time should be given to each one of call that is being made regardless of its nature. The tone of the one who is at the receiving end of the call should remain cheerful and/or respectful all throughout, he should be able to maintain that tone right from the very start.
Alternative Training Methods
Supplement the training that your employees would be getting with video training programs. It would help show them the right things to do as well as demonstrate what they need to correct as far as their telephone skills are concerned. Also try to look into other alternative methods of training and improving their skills, as there might be new programs and/or techniques that could help them realize the desired improvement. Trying something new could also help in motivating them and make them excited over what they could achieve through its help.