The importance of Telephone Skills:
You may have the experience that when you finally meet someone with whom you have done business on the phone, you are shocked by how the person looked. During those telephone conversations, you have developed a mental image of the caller and transferred it to represent your image of the entire company or office. There are dozens of major companies in every city having employees who serve only as telephone sales personnel,taking orders from telephone clients.
How to make a good telephone image:
1. Make your voice friendly. Try actually smiling as you talk on the phone.
2. Control the level of your voice carefully.
3. Be patient. Learn techniques of telephone business that speed the conversation but do not make you sound too sudden.
4. Be attentive. Under only the most pressing circumstances should you never ask the caller to hold the line while you receive another call.
5. Transfer calls efficiently. Know the some channels of responsibility in your company, and know to whom you should transfer different calls. Never transfer a call without explaining your action to the caller.
