1. SALUTATIONS

If you start the call well, the rest of the call will go well.

2. GREAT EXPECTATIONS

If the information you require in a message or order is long winded, give an understanding to the customer of the expectations, so it doesn’t seem you are writing a Dickenson novel.

3. SMILES ARE INFECTIOUS

You can see a smile down the phone. It sounds absurd, but if you smile on the phone the person on the other end will feel it.

4. LISTEN

Take the time to listen to the needs of the person on the phone. Remember their name. Most callers explain in the first few seconds what it is that they want – so remember it.

5. MIND YOUR MANNERS

Good etiquette is essential, especially on the phone.

6. IN LAYMANS TERMS

Avoid using jargon. Clear English is the best way to communicate. There is no need for acronyms.

7. MIRROR

If you mirror the callers tone and pace you will find the call goes better…but remember points 3 and 5.

8. GO THE EXTRA MILE

If it is the first point of contact for a firm it is important you show enthusiasm and leave a great impression.

9. EXPLAIN WHAT HAS HAPPENED

Tell the caller what you have done and what they should expect to happen i.e. I’ve left a message for David and he will be back in touch when he is next available.

10. LET THE CUSTOMER HANG UP

There is nothing worse than being hung up on. Especially if you have a last minute question. Let the other person finish the call.