EIGHT POINTS OF GOOD PRACTICE FOR EFFECTIVE PHONE CALLS

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EIGHT  POINTS OF GOOD PRACTICE FOR EFFECTIVE
PHONE CALLS

• Esko JohnsonMarch 2005

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One Prepare yourself!

• Make a note of what you are going to say or ask
  about. This saves time during the phone call and
  can help you sound as if you know what you want.

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Two Greeting is important!

• Greet the person you call or who is calling you. 
  It's important to say Hello, Good morning or
  something to that effect.

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Three While identifying yourself control your
tone of voice!

• Explain who you are, and what organisation you
  present.
• Give your name slowly and clearly.
• Be prepared to spell your name, too!
• Check your voice quality to sound interested.
• Put a smile in your voice. Gentlemen Do not
  talk slowly and in a very low voice like a bear
  or an elephant. Ladies Make sure your voice
  quality isn't too flat your voice should sound
  variable and lively.

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Four Be clear, and only use standard telephoning
phrases!

• Make sure who you talk to.
• Only use the kind of phrases or language that are
  standard and don't lead to misunderstanding.
• Pay attention to the pitch and intonation of your
  voice!
• Rising intonation Always for requests, and for
  all questions except those starting with what,
  where, when, why, how etc.    

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Five Explain briefly your case and provide
goodwill!

• Explain the main reason for your call.
• Provide goodwill by a) being generous with your
  own time, and b) making sure you are not keeping
  the person at the other end if he/she is very
  busy.
• Goodwill is important for customer relations.
• General rule The seller needs to think of
  goodwill more than the client.  

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Six Listen closely and talk back. When you to
ask, avoid only asking!

• Dont be too busy not to listen actively and
  carefully
• Take notes to help you.
• Dont allow for long pauses - give signals to
  show you're alive and listening.
• Use words like I see, Oh, really or Yes, etc. or
  sounds such as Mmm, Aah, etc.
• Introduce questions or queries don't only ask
  him/her only.
• A direct question without any introduction is
  understood as impolite questioning in many
  cultures. 

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Seven Give confirmation - use the handshaking
technique

• Repeat the main details and confirm them this is
  called handshaking.
• Remember to give back exact details such as part
  numbers, company names, addresses.
• For this purpose, use the international word
  alphabet (A - alpha, B- bravo etc.) 

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Pre-close and thank!

• Coming towards the end of the phone call, think
  about the pre-closing
• Refer to the next meeting or what agreed to be
  done
• Thank him/her, even if it wasn't of much help.
• Saying goodbye is important you mustnt let
  him/her think that the line just went dead.