Top Ten Things to not do

I have a lot of students that make mistakes when they are talking with a seller or buyer on the phone. I know all of these mistakes...because I made them first and worst. (Is that a phrase?)

When you are calling someone on the phone, try to think of what that person wants to hear...and DOESN'T want to hear on the phone.

The list, in increasing order of importance of what NOT to do on the phone while you are listening is....

10) Don't use a callers' first name without their permission. (Older people think it is unprofessional to be familiar without invitation.)

9) When a caller is asking for your help, don't one-up them by telling them how you did the same thing, but better. (Let me tell you about the time that exact same thing happened to me, but mine was even better than yours....)

8) Don't let the caller ramble on. Guide them and keep them on track by asking a series of open ended (probing questions to expand and gain knowledge) and close ended questions ( focus questions that work towards resolution.)

7) Don't transfer them to another extension without talking with the transferee first. (This is also known as a warm handoff.) If you just transfer to their number without talking with the transferee (a cold handoff) there will be confusion and this could lead to the client feeling like they are unwanted and a burden.

6) Don't frown when you pick up the phone. Smile. It shows on the phone. (Also, make sure that you are dressed professionally when you are calling someone. Your dress manifests yourself in your voice. People can tell when you are in shorts and flip flops.)

5) Give your attention to the caller. Don't finish another email, or let yourself be distracted. The client will know when they are receiving your attention.

4) Don't mumble. Articulate each and every word in each and every sentence. If you enunciate, the client will feel that you are a professional. If you mumble, they will not appreciate (or be able to detect) your intelligence.

3) Don't speed up. Slow down. Speak slowly.

2) Don't interrupt the client. There is nothing more professional than allowing the client to speak without being interrupted. The corollary is also true.

1) Don't forget that the client at the other end of the phone is paying your salary. Hug your client over the phone. Make them feel that they are the most important person in your life (for the moment.) When you treat your client better than they have ever been treated in their life…they will be awed by your professionalism. They will not be used to it. They might even thank you. They will never forget you.

For more information on how you can learn to smile on the phone, and tips on how to make your