10 Tips for Improving Your Telephone Skills and Etiquette

Published: May 9th, 2012

10 Tips for Improving Your Telephone Skills and Etiquette

By Myron Curry

In this fast and furious age we live in, one of the more important issues being addressed in the workforce is a lack of effective and proper telephone skills and etiquette.

How many times have you been upset or put off by a call center or business representative who had no telephone etiquette? This professional deficiency will create a negative perception of your business and cause a loss of customers and revenue.

The following top 10 tips to improve telephone skills will help develop a positive and professional atmosphere with regard to your business:

  1. Speak precisely – the caller cannot see you to discern your facial expressions and it is therefore important you talk in a clear manner that is slightly slow with a positive effort.
  2. Do not shout – using a normal tone of voice is imperative in order to keep the level of stress at a minimum. Talking loudly will annoy the caller and create tension.
  3. No drinking, no eating, and no gum – the person on the other end of the phone line has no desire to listen to your chewing or gulping. It is rude and very unprofessional.
  4. Use proper language – do not swear or curse, stay away from slang words and improper language. It is offensive to many individuals and shows disrespect.
  5. Use their proper name – never address the caller by their first name as this will impart a familiarity that does not exist. Always use their proper (last) name and title when addressing them.
  6. Listen attentively – allow the caller to express their reasons for contacting you and listen to what they say. Restating what was said or repeating it back to them is a sign of a good listener. Plus it is always best to verify a message to ensure accuracy.
  7. Patience is a virtue – allow the caller time to vent their frustrations. Do not engage your emotions and become rude or snappish. Remain calm and speak with a low and monotone voice in order to assuage the caller’s rage.
  8. Incoming calls – always ask if you can place the caller on hold for a moment. Never set the phone down without asking or placing the call on hold. It is unprofessional and the caller may misunderstand something they overhear. Once you have placed the incoming call on hold as well, go back to the first caller and thank them for holding.
  9. Focus on the call – do not allow any distractions as it is critical to give the caller your full attention. If you allow someone in the office to pull your attention away from the phone call, the caller will become upset and angered.
  10. Properly Identify who you are – make sure you tell the caller your name and your company’s name so that they know who is on the phone with them and that they have called the desired place of business. When leaving a message, be brief, to the point, and clearly state your name, the company you work for, the call back telephone number and the date and time of your call.

Myron Curry is the President of Business Training Media, a leading provider of corporate training programs for employee development. For more management ideas, strategies and tips, subscribe to Myron’s free Online Management Tips eNewsletter today.

Article Source: http://EzineArticles.com/?expert=Myron_Curry





Good Employees, Better Employees – Getting the Boss’s Attention

Published: May 8th, 2012

Good Employees, Better Employees – Getting the Boss’s Attention

By April McCallum

Do you want your boss to notice you? Get your boss’s attention by transforming yourself from a “good employee” into a “better employee”.

This article gives you practical suggestions that are easy to implement and can be put into immediate use.

Focus on areas where you can shine — but more importantly — by communicating better, making a positive impression and adding value in your workplace, you will become a better employee and that will get you noticed. You will wonder why you waited so long!

Put Your Thinking Cap on. Don’t wait for your boss or anyone else to think for you. Come up with your own unique ideas, observations and questions — then present them.

One of the greatest assets any boss can have is people on his team who are pro-active, look for new ways to do a good job and who think for themselves. It shows that you are a leader and not a follower, are engaged in the process and you are not afraid to take responsibility.

Don’t Stop Learning. The more you know your company’s business, understand your competition and expand your own personal knowledge base — the more valuable of a player you become.

Not only will it help you to be a more interesting person and more useful to your team, but it will also help you to see the bigger picture which makes you a better long-term investment. In essence, the more you grow, the more your company grows.

Make Research Your Friend. Dig and then dig again, and go back and dig some more. If you are persistent, you will find all sorts of useful and timely information about your competition, the overall market, trends, technology, what customers want, new market niches, or find answers that may solve pressing questions your boss or team has been tasked to answer.

Research is your friend because the process of exploration and discovery will help you establish building blocks and link key facts that will eventually lead to the development of future plans.

Be Pro-Active. Don’t wait for someone to approach you and give instructions on how to go about every little task — where to go to find answers, what you should be thinking, how things can be done better, how to fix a problem and so forth.

Step up and go for it – bosses like to see “doers”. It shows that you are willing to be progressive and make a contribution without always having to be prompted.

Become an Expert. Create a niche or find an area of interest that is relevant to your company or line of business. Make it a point to learn everything you possibly can about that topic.

Start reading news feeds, articles and blogs on the pros and cons of a promising new technology that will be a great complement to your company’s products or services; take just one product you offer and study it inside and out until you can rehearse the features and benefits in your sleep; focus on an area where your competition is weaker and hammer out strategies to convert their customers; research and uncover uncharted territory where you know your company can expand its market share and underscore that intelligence; informally poll customers about their likes and dislikes giving you the “expert” vantage point.

You may find that you quickly become recognized as a “go-to” person — and all the smarter in the process.

Think Outside the Box. Not everyone is a “creative type”, but don’t let that keep you from trying! Innovation, insight and inspiration are all refreshing and welcome compared to the same old, same old. “New and different” alone won’t cut it, but ideas that are new and different that make a positive impact on the way your company or team does business will.

If your idea attracts new customers, helps grow existing business, expands market share, uncovers new opportunities, defines new processes or sets your products or services apart — you can be sure it will grab your boss’s attention.

Be Conscientious. As an employee, you may not realize the connection between squandered time, wasted resources, irresponsible decisions, apathy or negative personal habits or traits and the bottom line.

Make no mistake, your boss and everyone else on the upper rung of the org chart does. Would you rather be known as the guy who’s always goofing off or the guy who’s always on his game? Ultimately, you are the person in charge of your reputation — make it a good one.

Get Positive Feedback. If you look good, it makes your boss look good. If he looks good to his boss, then they in turn, look good to the people above them. See how that works? They love to hear excellent feedback from partners, customers and others whom you relate to on behalf of your company.

Establishing positive and mutually beneficial relationships and feedback between departments within your own company, your internal customers, is also very wise. If you can get feedback in writing, all the better!

Know Your Boss’s Triggers. All bosses have trigger points – good ones and bad ones. You may learn these by trial and error, but it’s better to learn them by observation or simply asking.

If you know they prefer to spend the first two hours of the day catching up on email or planning, don’t barge into their office to ask if they want to hear about your latest “great idea”. If you know they are a stickler for detail in presentation, don’t forward them your first sloppy draft with spelling and other errors in its rawest form.

If you know they don’t do spontaneous meetings or introductions very well, don’t let them get caught off guard, make it a point to brief them ahead of time. These may seem small but they are not. They will eventually reinforce good or bad impressions over time.

Be Prepared. Always come to meetings ready to contribute to the objectives. If no agenda has been circulated in advance of a meeting, ask for it. That way you can formulate questions ahead of time. If you do know the purpose of the meeting or brainstorming session, come prepared with thoughts, ideas, observations and/or questions. Being prepared shows that you are a thinker, a contributor and a team player.

Be a Scribe. Don’t just sit in meetings taking up oxygen. Take away personal action items even if you’re not called out specifically.

Take notes not only of what your boss or another speaker presents, but also note key points or thoughts that others bring up, questions that have surfaced or things you may want to remind yourself to follow up on after the session.

Make the best use of the information download and pro-actively think of ways you might be able to add to the overall process.

Represent Your Company Well. You represent the company when you are on and off the clock. Are you respectful when you are out and about in public? Are you community conscious? Do you act with integrity?

How do you talk about your company, projects, boss or co-workers? Get noticed for the right reasons, not the wrong ones. News has a way of circling back around.

Be Grateful. It’s amazing how many people take so much for granted. There is such a false sense of entitlement for every little thing. We can be so fixated on our own needs and wants. We rarely consider that the good things are available to us because someone made a decision to make them available.

Stop looking for the downside, and start looking for the upside, and you may just find it. Expressing your gratitude will more times than not, set you apart from the typical crowd. A simple “Thank You” goes a long way.

Speak Up. So often, employees desperately want their boss to notice them, to recognize their part in a job well done, to acknowledge a particular strength or to consider them for a role or a raise. Unfortunately, good employees get overlooked far too often. However, there are things you can do to help remedy your dilemma.

Number one: find your voice. Ask your boss for feedback or a review. Let them know you are flexible and available for projects and assignments. Communicate your desires, questions or ideas. Ask about expectations so you have a clear understanding of what they want — then execute.

Be Positive. One of the surest ways to get noticed is to be a positive person. Have a positive attitude, treat others well, be a team player, encourage others, find ways to build a cohesive unit, maintain integrity, stay away from negative people, find creative ways to help build the business, find solutions to problems or volunteer to help in some way. Smiling is always a bonus too!

Serve. When we consider what it means to “serve”, we may think of things like: assisting, aiding, providing, helping, preparing or being useful. In general, we have become so self-focused – what’s in it for me? – that we only think in singular terms and we lose sight of the whole.

Take a few minutes to think of ways you may be able to serve your boss. Could he use help researching details for an upcoming report with a tight deadline? Would she appreciate it if you volunteered to mentor a new employee? Maybe you can sit in on a meeting and take notes, prepare presentation slides, or create a spreadsheet analysis for them. Believe me, you will be the exception to the rule.

Taking the initiative to go the extra mile in a way that will benefit the team’s objectives will not only be refreshing, but it will get you noticed in a positive way.

Start today by transforming yourself from a “good employee” into a “better employee”. It won’t take long for you and your boss to notice a measurable difference — and that’s the type of attention you want. Now, go knock their socks off!

Article Source:http://EzineArticles.com/?expert=April_McCallum





It’s Communication Not Rocket Science!

Published: May 8th, 2012

It’s Communication Not Rocket Science!

By Charmaine Hammond

I recently spoke at a Safety Conference recently and summed up Courageous Dialogue in this way…”Courageous Dialogue is the conversations that matter most and are mostly avoided.

To communicate courageously we must realize it is not rocket science, but there is a bit of an art form to it. We must get back to basics. There are five things we need to do well and consistently to communicate courageously.”

The Basics Are:

1. Speak with respect:

  • Respectful and courteous communication. Wherever possible face to face or by phone (texting and emails only lead to bigger problems)
  • The skill of integrity and honesty

2. Speak with clarity, confidence and credibility

  • Say what you mean (and mean what you say)
  • Remember that words are like tossing a pebble in the river (you never how they will land and how big a ripple they will make), choose your words carefully.
  • When you speak confidently and with credibility, people listen better

3. Prepare

  • Jot some point form notes down (of what you would like to say)
  • Practice your side of the conversation
  • Avoid assumptions
  • Use open-ended questions (allow for more than a yes or no response)
  • Get the information you need (e.g. facts)
  • Work on leaving the past in the past

4. Turn reactions to a response

  • Manage your emotions
  • If it feels like a trigger button has been pushed…breath, think before speaking and count to three in your head, this will help your response be less of an emotional “push back”
  • Instead of judgment try being curious (I wonder why the person just said this) and ask a question

5. Have a mindset of communication success

  • Use affirmative language
  • Be hopeful and willing to discuss (and resolve)
  • Use powerful I AM statements (I am skilled, I am confident, I am looking forward to an opportunity to share our perspectives, I am willing to resolve, I am able to listen actively, I am clear in my communication).

Unfortunately, many people spend more time thinking about what to have for dinner, where to go on the weekend and what to wear to work, than they do preparing for the conversations that matter most.

Lack of preparation is at the root of many conversations that have fallen off the tracks or where people are emotionally hurt. Let’s be clear…worrying, obsessing and gossip are not preparation. I hope these five basics help you prepare for your next courageous dialogue.

Charmaine Hammond, MA, BA, is an international transformational speaker, bestselling author and radio host, helping people live inspired, resilient lives and is a leading trainer in corporate North America helping transform workplaces.

She is also the award winning and bestselling author of On Toby’s Terms (Bettie Youngs Books, Sept. 2010), Toby The Pet Therapy Dog-and his hospital friends (Bettie Youngs Books, Aug. 2011), and Bounce Forward, and has been published in Chicken Soup for the Soul-What I learned from the dog (Sept. 2009). She is also co-authoring a new book GPS Your Best Life. You can find all that Charmaine offers at http://www.hammondgroup.biz and http://www.ontobysterms.com

Article Source: http://EzineArticles.com/?expert=Charmaine_Hammond
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10 Proven Ways for Dealing With Angry Customers

Published: May 6th, 2012

10 Proven Ways for Dealing With Angry Customers

By Myron Curry

One of the most difficult situations an employee will encounter is an angry customer. The human emotional response can and often tries to kick in resulting in an escalation of the customer’s ire coupled with the employee becoming enraged as well.

This is a no win scenario for both parties involved with devastating repercussions including loss of a customer, potential new business and possible quitting or termination of the employee.

The main goal of employee training to handle angry customers is to defuse or assuage their anger. Once the customer is in a calmer frame of mind, the issue causing the problem can be quickly and easily resolved. The following are 10 of the top employee training tips for dealing with angry customers:

    1. Remember, the customer does have the right to be angry – take the path of least resistance. An employee’s first response is to defend their place of work rather and thus creates more friction with the customer. Instead, listen to their issue(s) with the thought that whatever has happened, they do have the right to be upset. The customer had certain expectations which were not met and this has caused their irate response. Place yourself in their shoes, would this upset you as well?
    1. Remove the “E” word from your mind – As an employee being vented upon; you must remove your emotions from the situation. If you respond with emotions, you will only escalate their anger. The customer is not angry at you and even if they are personally attacking you, you must remain calm and free of emotions. If they are verbally attacking you, they are doing so to seek a desired response that you understand and acknowledge their distress. Do so by calmly and quietly recognizing their mood and reassure them you are there to help them and solve their problems.
    1. Patience is a virtue – Be a good listener and let the customer get all their frustration and anger out. It will come rolling in like waves of emotion and you need to be attentive, do not interrupt and let your own compassion flow out to them. Explain your understanding and empathy towards their plight once it is your turn to speak.
    1. Control Your Voice and Control the encounter – The softer and steady you speak, the calmer the customer will become. Not at first and maybe not right away but if you stick with the soft, steady tone of voice you will begin to soothe the customer. You cannot and should not try to shout at or louder than the customer. Wait to speak when the customer has paused after a rant and seize the opportunity to influence their mood with your voice.
    1. Restate and Reiterate – Always repeat back to the customer what they are upset about and then restate it in the soft and steady tone of voice. This lets the customer know that you have a firm grasp on the problem. Ask the customer if you have correctly restated the situation and what their priorities are concerning the resolution.
    1. Take Control of the Problem – Regardless of whose fault or what happened let the customer know that you will handle the problem for them, personally. You will take care of them and the issue yourself. Trying to pawn it off on another employee will only further the customer’s rage and bring you back to “square one” with them. You will have effectively ruined any good you accomplished previously. It is imperative to take charge and show the customer you can and will help them and resolve the issue.
    1. Place the Customer’s Emotions first – Yes, it is imperative that you handle the problem causing their stress but first you must calm them and defuse their emotions. You need to make sure the customer has calmed down before you tend to the issue causing their outburst. Although it might seem that resolving the problem will resolve their tirade, there could be mitigating circumstances adding to their stress level and it is crucial you acknowledge their concerns before tending to the resolution of their problem.
    1. Root Cause: Dig deep and wide – Finding the answer to the customer’s problem is not enough. You need to get to the root or basal cause of the concern in order to resolve all potential issues so as to avoid any duplication of the problem. Then explain to the customer how you plan to resolve their issue and prevent any future recurrences.
    1. Fix It - Remedy the customer’s problem and detail what happened and why it happened. Explain that there is no excuse for the occurrence and apologize for the mishap and then explain in detail the steps taken to repair their problem.
  1. Personally Contact the Customer – After the customer has left the establishment, send a card or letter immediately. It should arrive to them within a few days and this will again acknowledge your personal commitment to their satisfaction. At the 30 day interval, a quick phone call to the customer to verify their continued contentment will show your attention to their needs.

Myron Curry is the President of Business Training Media, a leading provider of corporate training programs for employee development. For more management ideas, strategies and tips, subscribe to Myron’s free Online Management Tips eNewsletter today.

Article Source:http://EzineArticles.com/?expert=Myron_Curry