Make a Positive Impression
By Elite Business Communications

 

Your professional image begins from your very first contact with a potential client.  First impressions are not only formed in face to face meetings but can also be made through telephone conversations and e-mail messages. 

By following these Ten Tips the first impression you make over the phone will always be positive.

#1 – Turn away from other work before answering the phone.   Have a pen, pencil and note paper ready to write down any pertinent information about  the conversation.

#2 -  Focus on the caller.  Once you pick up the phone, the individual on the other end is your primary concern.  Do not get distracted by other conversations in your office or incoming e-mail messages.  Never try to multi-task and do other work while on the phone.  The caller will hear your keyboard clicking away.

#3 – Speak slowly, clearly and distinctly.

#4 – Use good listening skills.  Do not assume you know what the caller is going to ask.  Wait until they have finished speaking before replying.

#5 -  Eliminate Dead Spaces.  If you need to take some time to look up information or retrieve a file, inform the caller of what is taking place.  Do not just stop talking, leaving the caller hanging.

#6 – Do not eat, drink or chew gum while you are on the phone. 

#7 – If you must put the caller on hold, be sure to ask for permission before doing so.

#8 – Put a smile on your face.  It will be reflected in your voice and the caller will glad they called.

#9 – Close the conversation.  Make sure you know what follow up is necessary before ending the call and always follow through on your commitments. 

#10 – Thank the caller for their call.