Written By: Nancy Friedman
Nancy Friedman, president of Telephone Doctor Customer Serice Training, is a KEYNOTE speaker at association conferences and corporate gatherings. For more information on Telephone Doctor Customer Service Training, call 314-291-1012 or visit the website at www.TelephoneDoctor.com. There's a lot of information on that site.
#1 - Smile BEFORE You Dial
You suspected this one, right? I can't say it any stronger than your mother did. Yes, a smile CAN be heard. People tell me, "Oh, I always smile when I'm talking with the customer." Well, that's nice. But that's NOT what I said. Read Point #1 again. It says smile BEFORE you dial. The big grin must be in your voice before you dial up. We're talking about good positive attitude. Bottom line, your voice reflects how you feel. And if it's not feeling happy, enthusiastic, energetic, and motivational, the first few seconds of your opening message or introduction...it'll fall flat on its face. And believe me; you only get a few seconds to make that great impression on the phone. That's all. About 6 to 8 seconds for the introduction. If your introduction doesn't sound as though you're smiling (unless you're reporting the death of someone) you're starting off behind the 8 ball.
#2 - End the Day Ready to Begin
That always reminds me of: "Up the street, the soldiers are marching down." It's a little convoluted. Hopefully, you get the gist. At the end of the day, you should have your "tomorrow calls" already set up. It's a time waster to come in and then start looking for who you should be calling. Take 10 or 15 minutes at the end of your day, to make time for tomorrow.
#3 - Avoid Being Screened
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