Every employee represents the company he or she works for and contributes to its image. The first impression on the phone counts and is often decisive for a business partner. However, conducting conversations with customers on the phone is a challenge for many employees. Gestures, facial expressions and body language are completely absent, and it becomes more difficult to correctly interpret the reaction of the dialog partner. Communication is reduced to what we hear, which is why pitch, tone of voice and clear speech play a decisive role.
How do you conduct a telephone conversation correctly?
Many employees are initially hesitant when they have to make a phone call. While we can think carefully about which points to mention and take time to construct an argument when writing an e-mail, it's a different story when talking on the phone. Phone calls can therefore be difficult, annoying, tiring or simply exhausting. Although, e-mailing has its advantages, we should not underestimate the power of a good telephone call, which is often faster and more direct. For a successful telephone call, you or your employees should therefore observe the following basic rules, so that calling becomes a relaxed and and effortless activity:
1. Start the conversation in a friendly manner
Speak to your dialog partner at eye level, otherwise the telephone conversation may be doomed to failure right from the start. It’s not what you say but how you say it! A friendly start to the conversation is therefore crucial. Start with "Hello" and then state your full name and the name of the company so the person you are talking to knows immediately who he or she is dealing with. You could then continue, for example, by saying that it is nice to be able to talk to each other in person.
2. Why are you calling?
At the beginning of every phone call, you should first clearly state the reason for your call. Of course, sometimes we get so caught up in a current topic that we assume the other person already knows what it's about - but that's rarely the case. Therefore, at the beginning always mention what you want to talk about with your dialog partner and why.
3. It’s not what you say, it’s how you say it!
Have you achieved friendly start to the telephone call? Very good! However, make sure that you maintain this tone. Of course, differences of opinion may arise during the course of the call, and you may even have to criticize - but this should always be done in a friendly, respectful tone and at eye level.
4. Voice training
One of the greatest challenges of a telephone call is to reduce communication to acoustic stimuli. Your conversation partner is not sitting across from you and you cannot "read" facial expressions or gestures. You have to listen very carefully and at the same time convince with your own voice. To convince your conversation partner in a telephone call, we recommend the following:
Smile when making a call! This automatically lifts the mood and is transferred to your own voice. Smiling is audible!
Although the other party cannot see whether you are gesticulating, you should still do so. This is also transfered to your voice and makes you appear dynamic.
During the call, stand up and walk a few steps once in a while. This will increase your persuasiveness.
Telephone training for your employees
Our customized telephone training courses in Munich focus on voice and language. Your employees learn how to convince with a pleasant and friendly telephone voice and how to represent your company in the best possible way. With the help of practice-tested exercises, we train voice and argumentation skills. Our seminars also focus on increasing customer orientation and service quality.