Page 36 - 4126

language, just your voice to make that important impression. Using
the voice correctly involves paying special attention to three areas.
These are.
A – Speed
B – Clarity
C – Tone
D - Listen

A – Speed
Speaking too fast automatically creates barriers, and confusion. The
caller will find it difficult to grasp what you are trying to say. When
making outgoing calls you are prepared and [hopefully] know what
the call is about. The person at the other end of the line was probably
not expecting the call and almost certainly was involved in something
completely unrelated at the time. When answering calls, slow down,
think before you answer any queries or questions.

B - Clarity
Avoid mumbling. Speak clearly and distinctly but avoid compensating
for this by shouting.

C - Tone
Speed and Clarity may be fine but this means nothing without a
positive tone. No matter how bad your mood is, don't let it show in
your voice. Sound friendly and cheerful, even if it is killing you.

D - Listen!
Another important communication skill essential while on the
telephone is listening. Listening to customers is perhaps one of the
most important things that anybody can do. Ask questions and then
step back. Try not to prompt too much. Allow them to have their say.
Good, professional telephone skills are paramount for a company’s
reputation. It is the first impression a potential customer has of the
company and sets the standard for future business.

36