Having great phone techniques in your business is important if you want to utilise expensive business phone systems. If you are relying on direct sales techniques, such as telemarketing, then good phone techniques are absolutely essential. If you want to see your staff improving, then they need to be friendly to start with. It is no good putting unfriendly staff anywhere near your phones. The last thing you want is for new customers to be answered by an angry voice.
Providing the Right Equipment
Having the right equipment ensures that calls are heading to the right staff. With the advent of VoIP phone systems and other digital phones, having calls automatically directed has never been easier. Think about how much time and money this will be saving your business! Great phone systems will also mean your staff can easily transfer calls if necessary. This can help increase customer satisfaction – we all know how horrible it is to be kept waiting in a queue. If you are upgrading equipment, be sure to provide proper training so staff can be confident in its use.
Training Your Staff
Yes, training your staff to use the phone system is one thing. But training them to have great phone skills is another. There are many professional companies that can help you train your staff, but you should develop an in-house training programme as well. This would usually include some basic phone techniques and steps towards closing deals if it is in a sales environment.
Best Phone Techniques
The best phone techniques are ones that provide customers with the information they require in a timely manner. It is also important that staff members who are not in sales roles are on the phone as little as necessary during the working day.
Learning from the Best
You will have certain staff members that are better than others when dealing with people on the phone. You will know pretty quickly who these are and if you don’t, then you need to find out. These are the people you need training other staff members in using the phones and conversing with customers.
Testing Your Staff
While your staff should not be subject to eavesdropping, you should develop some ways to test their phone manner. This can be done on a case-by-case basis, or even by recording (with both parties’ knowledge) their phone conversation. This is a great way to see how you can suggest improvements and use good techniques as an example to other staff members.
Good luck with your business phone etiquette!
About the Guest Post Author: Kushal Tomar is a freelance writer and journalist. He writes extensively in Australia, Canada, Europe, and the US. He’s published more than 500 articles about various topics.