People
of influence are the men and women within an organization
whose opinions count—not necessarily because they rank
high on an "org" chart—but because they have
acknowledged experience or are associated with people of
authority. This article is one in a series of five articles
on how to expand your sphere of influence through better
communications.
It never ceases to amaze me that companies will spend vast
amounts of money on leading-edge technology and then fail
to give their staff sufficient training so they can use
it effectively.
In
addition, if these "technology" tools are not
handled correctly, they can rob staff of their professionalism,
thus limiting their sphere of influence.
Telephones
are a case in point. Telephones have been around so long
that North American business people take them for granted
and seldom offer or seek training in this area. They forget
the way the telephone is answered provides a one-second
promo spot for themselves and their company.
Here
are some concerns I have with telephone handling and some
action items.
1.
Telephone experts say most people use only a fraction of
their phone's features.
Action
Item: Check to see if a manual is available. If you add
only one or two new features to your telephone "know-how,"
such as forwarding a message or transmitting a "delayed
send," you will increase your productivity and your
ability to serve others.
2.
Although you may be on the phone with a caller for only
a few minutes, the caller will be forming an impression
of you and your organization and deciding whether working
with you will be a good or a painful experience.
Action
item: To handle a call professionally, you should work on
conveying the following messages:
- I
will not waste your time.
- I
know you and your business are important.
- I
can be depended on to get what you need.
- I
am competent and well-organized.
- I
work for a reputable organization and am proud of it.
3.
In a recent survey 564 business people were asked what irritated
them most about the way a business call is answered. The
responses were:
- 42%
automated phone menus
- 34%
being put on hold without being asked
- 30%
uninformed employees (In this category are the receptionists
who do not know the names of the key people in the organization
or the organization's address or postal code.)
Action
item: To improve your company's initial impact with callers:
- Opt
for a live voice
- Call
your receptionist occasionally from outside the company.
How good a "promo" is your business receiving?
4.
Another area that irks people is speaker phones. In a survey,
conducted by a market research firm, 50% of the respondents
said they can't stand conversations where the other party
is on a speaker phone. The main concerns were the lack of
privacy and the sound quality. Another sore point was the
belief that the calls are impersonal or patronizing.
5.
Have your ever checked your voice mail and found you had
a message but you couldn't make out the name of the caller
or his phone number? Frustrating, isn't it.
When
leaving a message state (in this order):
- Your
name slowly and clearly; spell it, if it is an usual one
- Your
phone number, then repeat it
- Company
name and department
- Date
and time of the message
- A
message, if there is one
- If
you need a call back
- Best
time to call you back
It
is important to use this order because some messages cut
out after a specified time.
6.
Voice mail is so popular now we are surprised when someone
actually does pick up the phone.
- When
you set up your voice mail message, keep it strong, upbeat
and brief. You have only 10 to 15 seconds to create a
favourable impression.
- Don't
start with "I'm sorry." (It isn't sincere.)
- Offer
callers the option of talking to someone else, if possible.
- Say
what you need from them--their name and phone number?
a message?
- Tell
the caller if your system has a time limit.
- Include
information on the best time to call you back.
- Be
careful when you close. The most irritating phrases in
North America today are "Have a great day" and
"Make it a good one."
- Remember
to check and change your messages frequently.
7.
When speaking on the phone:
- Watch
your speed (Read a 700-word article aloud. If it took
you 5 minutes, your speech is average. If it was shorter,
your speech is too fast; and you must slow down.)
- Don't
jump in with your responses. Take deep mental breaths
before speaking. This adds emphasis, allows you to censor
thoughts and makes the reader feel you are taking him
seriously.
- Speed
up calls by answering with a friendly greeting, your name,
and the words, "How can I help you?"
- Ease
into good byes. End with a friendly comment. "Is
there anything else I can do for you?" "It was
nice talking to you."
Telephones
may not be an exciting new toy, but sloppy usage can cost
you productivity and image and reduce your influence.
