In most of the industrialized world, the telephone is ubiquitous. Virtually every business desk has one, and most homes have several. Increasing numbers of people have cell phones or car phones. Telephones are so highly visible and readily available that it is easy to forget that it wasn’t always so and that a large portion of the world’s population has yet to place a phone call.
It’s important to remember as we speak with a customer telephonically that we are trying to decrease customer anxiety and dissatisfaction, not increase it with some of the frustrations of the technology. There are a number of tactics we can use to put our customer at ease, while still taking advantage of the power of telephonic systems.
Effective telephone communication is vital to the success of your business. Interacting with customers can be a frustrating experience if you don't know the proper telephone etiquette. With a smile on your voice and the right techniques, however, these interactions can be enjoyable and profitable. Learning these skills is easy when you know why they are important.