Is Your Business On The Line ?

Last week, I called up a company to make some inquiries on one of their products they were marketing. A small little girl-like voice came on the other line and that made me wonder about how many businesses out there were placing the right people for the wrong job, especially when it comes to telephone marketeers.

Not every voice is suitable for a telephone-based job. Overly booming voices can sound intimidating and squeaky voices can make the caller wonder if someone's daughter is helping out for the day.

That's just the tip of the iceberg..the attitude the service provider conveys over the phone has a huge impact on your business too. If the conversation doesn't end well, a customer will have no problems giving his/her business to your competitors..especially so, when yours is but an online business and all it takes is just one click. Using the wrong words can send the wrong signals...here's some pitfalls to avoid in any business telephone conversations :

WORST : "Sorry, what was your name again?"
WHAT"S WRONG : You are implying his name is not important enough. Since names are important for rapport and follow-up,ask the caller to repeat his name is a good idea-if you do it correctly.
ALTERNATIVE : "Could you spell your name for me, please? I'd really like to get it right." Then repeat his/her name and say : "How can I help you?"

WORST : "My server is down, I'm sorry but I can't help you.."
WHAT"S WRONG : Business is business and it should run with or without technical problems. Imagine the fireman saying : "Sorry about the fire, but our equipment malfunctioned!"
ALTERNATIVE : "We've got a technical problem at the moment but we are working on it. If you'd tell me when the best time to call you is, I promise to get back to you, even if the server is still down." Take down the caller's number and keep your promise!

WORST : "Sorry,we can't do anything, until you give us the model number." OR "You have to pay before we deliver."
WHAT"S WRONG : Obviously, you're just following company policy but you could still phrase it more sympathetically. Issuing ultimatums just annoys customers.
ALTERNATIVE : "If you'd just like to get the deposit out to us, we'll get the goods delivered to you."

Last but not least, make sure that your telephone workers are polite & friendly. Try asking them to smile by placing a mirror in front of themselves when they are on the line..it will definitely remind them to smile as everyone looks better when they are happy! It is also more difficult to be provoked, when one is smiling. More importantly,bear in mind that the other person at the end of the other line is a human being who can make a contribution to your job or company's business!