When the phone rings forever but nobody picks it up. Or if the caller hangs on hold for a few minutes and then flies out. If the promised callback does not take place. Or if someone picks up the phone but gives the caller the feeling that they are just a disruptive factor. “There are a lot of things that you should absolutely avoid on the phone,” says Andrea Hößl. She founded Teleconsult in Wels 30 years ago. The consulting company helps companies shape their telephone culture in a positive way. She has also written a book about it (more on this at the end of the text).
“The telephone is a company’s acoustic calling card and the bridge to the conversation partner,” says Hößl.
But it could also serve as a marketing tool – and in times of lockdown, when most shops are closed, it becomes even more important: a customer who orders novels could also be recommended books for children or grandchildren and thus close an additional sale.
Here are four tips for a good telephone culture in the company:
1| Politeness is essential: Words like “please”, “thank you” and “gladly” as well as a friendly “Grüß Gott” work little miracles. You should give every caller the feeling that he or she is important and the focus of attention – regardless of whether it is a small company or a corporation. This also requires a lot of practice and self-discipline: “The polite person always behaves as if he had time,” says Hößl. “If it doesn’t work at all, you should still lift the receiver and politely ask if you can call back in ten minutes.”
2| Smile first, then speak: Too loud seems intrusive, and those who speak too softly convey insecurity. And you should attach importance to a moderate speaking speed, otherwise the quality of the voice will suffer. The clearer the pronunciation, the more competent you appear on the person you are talking to. And: if you smile first before picking up the receiver, you will automatically meet the other person in an interested tone.
3| Feet on the ground, head forward: “The inner and outer attitude as well as the voice – everything is connected,” says Hößl. If you lower your head, your voice will automatically sound deeper, grumpier. “You should always keep your head straight at a right angle and always return to this position.” An upright posture is helpful for good breathing and automatically signals an inner security to the other person.
Full attention should be paid to the phone call. This also includes not sitting cross-legged, crossing your legs or hooking into the office armchair, but rather placing both feet firmly on the floor. The sitting posture should be checked again and again during the phone call.
4| Tidy and nice: Whether in the office or in the home office – a fully cleared workspace with piles of paper, leftover food and all kinds of odds and ends distracts. An ergonomically correct set-up of the telephone workstation also makes everyday life easier. You feel good and can talk on the phone without tensing your muscles due to an unfavorable posture. In between you should stretch again and again, get up, take a few steps and relax your muscles.
Writing materials and the calendar should always be close at hand. Technical aids such as a headset can also be very useful when making calls because the hands are free.
Hößl has a special tip for the workplace: “Setting up something at your workplace that gives you pleasure when you look at it, such as a flower stick or a photo, is beneficial for well-being and thus also for success when making calls.”
The OÖN are giving away three issues of “Convincing and successful on the phone” by Andrea Hößl. Take part!
Gewinnspiel:
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Source: Nachrichten
