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Using the Telephone
The Telephone
The telephone can be a really effective business tool. Lots of people are now relying more and more on emails and texts as the main form of business communication but Itz Home provides a personal service so you must learn to love your telephone, know how to use it properly and value what it can do.
- How do you sound on the ‘phone? You can't be comfortable unless you're happy with your voice.
- Don't try to develop a special ‘Telephone Personality’~ it is better to be natural.
- Ask your friends or family - honestly - how you sound to them.
- Do you have any funny habits? (Do you laugh a lot, giggle, snort, cough or stutter?)
- Do you speak so quietly that you are hard to hear, or are you too loud?
- Listen to other people.
- Who would you most like to sound like?
- Whose voice do you instantly recognise?
Relax to Improve How You Sound
- How do you prefer to make telephone calls – mobiles, landlines, handset, headset or
- What makes you feel most relaxed? Do you prefer privacy to “Open Plan “?
- Do you prefer to have a cigarette, cup of coffee or pen in your hand?
- Would you rather be sitting down or standing up?
- Make sure that your telephone is in the right place -where should it be?
- Always try to make telephone calls at those times of day when are you at your best
- Also consider when is the best time to reach your customers in the right “mood” to talk to you.
Learn to 'See Down the Telephone'
Try to put yourself in the other person's position and think like your customer or worker.
What might they be doing?
- Ask if it is a good time to call -
- Have they just stepped out of the bath? Run into the house to answer the ‘phone?
- They could be:~ feeding the baby, have visitors, be late for an appointment
- Try to find out early in the conversation
Don’t be afraid to offer to call back
- If they can’t give you their full attention.
- If you have to dash out or you don’t have the answers to their questions
- Explain the reasons - agree a time to call - and be sure to call back
What might he/she need? (To know, believe, understand)
- What might be the stumbling blocks?
- What might be the questions -and the answers!
Make sure you are talking to the right person
- Once you are, try and find out what their needs are.
- Look for the opportunities: Consider alternatives: - If a customer doesn’t think they can afford your Luxury regular service - offer a spring clean.
- Suggest alternative services such as gardening or Ironing.
- Take and keep control over the conversation
If they call you - Remember who is paying for the call
- Don’t ramble ~ If the call may take time, offer to call back - to save the caller money.
- Be sure to always get a name and telephone number
- Try to create reasons to call back.
The Difference Between 'Incoming' and 'Outgoing' Calls
Many people dislike outgoing calls. Such people are strangely happy to accept the total uncertainty of incoming calls. The truth is incoming calls are disruptive. They sap your concentration, take time and energy, demand instant decisions and upset your priorities.
An incoming call may be anything from advertising pitch to a customer complaint.
Outgoing calls are at your discretion. You choose the time, the circumstances and the reason to call. Only Outgoing Calls can make a difference to your business.
Learn to deal efficiently with the incoming calls and start to practise making outgoing calls.
Incoming Calls - Be Ready
- Who is likely to call you?
- What information will you need close at hand?
- Do you have a pen and pad ready at all times?
- Can you “comfortably” take the call?
Outgoing Calls - Preparation is Essential
- Think first - about your customer - what time is best to call - what might be his/her needs & objections - what might he/she/they be doing?
- What is your “reason to call”. Decide what you are trying to achieve.
- Collect the facts and equipment you may need.
- Create the time and space. Make yourself comfortable.
- DO IT!
Always
- Decide what information you must record
- Decide what you should try to achieve by the end of the call
- Decide how to judge your success
- Have- “A reason to call” - This is the magic ingredient in making successful telephone calls.