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Lasting
Impressions
"We were very
satisfied with the
first impressions seminar. The presenter was fully qualified,
enthusiastic, and knowledgeable about the subject matter."
Participants from
(Richmond) City University
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"The
Etiquette
Advantage" is a
free monthly online publication from 1st Impressions,
Inc. It is geared for those who want to enhance their
self-confidence, heighten their communication skills, and outclass
their competition.
This free subscription publication should come to you only if you have
requested it or because you have a pre-existing relationship with Patricia
Whitaker or
her business, 1st
Impressions, Inc.
Visit us on the web at www.1stimpressionsonline.com
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The telephone is most business'
primary point of contact with customers. A potential customer's first
impression of your business is often formed by the way you answer your
company's phone. Since customers are the ones who infuse the profits
into a business, they do not appreciate being treated with rudeness in
their dealings with a company. This includes any business that is
conducted on the telephone. These phone answering tips will ensure that
callers know they're dealing with a winning business:
| 1) |
Answer all incoming phone calls
before the third ring. When you answer
the phone, be warm and enthusiastic. Welcome callers courteously and
clearly. Do not rush through a greeting as if the call is an
interruption to your other activities! |
| 2) |
Always identify yourself and your
organization. Say, for example, "Good
morning. Cypress Technologies. Susan speaking. How may I help you?" No
one should ever have to ask if they've reached the correct business. |
| 3) |
Control your language when answering
the phone. Don't use slang or
jargon. Instead of saying, "OK", or "No problem", for instance, say
"Certainly", "Very well", or "All right". If you're a person who uses
fillers when you speak, such as "uh huh", "um", or phrases such as
"like" or "you know", train yourself not to use these when you speak on
the phone. |
| 4) |
Train your voice and vocabulary to be
positive when phone answering.
For example, rather than saying, "I don't know", say, "Let me find out
about that for you."
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| 5) |
Allow irate customers to vent. Do not
interrupt them or start to
speak until they have finished having their say. Diffuse anger by
saying "I'm sorry or "I apologize." |
| 6) |
Exhibit patience. Be careful not to
rush the caller or interrupt
them mid-sentence. Avoid huffing, sighing and other expressions
of
frustration or irritation. |
| 7) |
Take telephone messages completely
and correctly. If there's something
you don't understand or can't spell, such as a person's surname, ask
the caller to repeat it or spell it for you. Always repeat phone
numbers to assure accuracy.
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| 8) |
Be aware of any disturbing background
noise from co-workers or your
own multi-tasking activities. Even small noises from eating and
drinking come across very clearly over an earpiece. Your full attention
should be given to the caller. |
| 9) |
Update your answering machine message
as needed. For instance, if
you are going to be out of the office for several days, leave a
recorded answering message to this effect and to say when you will be
back at work. This will keep clients informed and usually
decreases
the amount of repeat messages. Make sure to update the recording
immediately upon your return. |
| 10) |
Make every attempt to respond to
phone messages (via email is
appropriate) within 48 hours of its receipt, even if only to say that
you received the message and will follow-up at a later date. |
Quotes for the Month
Do unto other as you would have them do unto you. (The Golden
Rule) Luke 6:31
Action may not always bring happiness, but there is no happiness
without action. ~Benjamin Disraeli
I long to accomplish a great and noble tasks, but it is my chief duty
to accomplish humble tasks as though they were great and noble. The
world is moved along, not only by the mighty shoves of its heroes, but
also by the aggregate of the tiny pushes of each honest worker. ~Helen
Keller
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1st Impressions, Inc. offers a variety
of customized
workshops
and private consultations for business owners, employees, and
individuals on professional presence,
business protocol, effective communication, interviewing skills and
dining etiquette. A unique program designed especially for
teens, Skills 4 Success, is
also highly recommended.
1st Impressions, Inc. provides the
polished finishing touches that help you project a lasting impression
of power, poise, confidence and professionalism.
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Etiquette
Advantage" E-Tips,
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2003-2005 1st Impressions, Inc. All rights reserved.
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