Telephone as a method of communication
On the telephone, the tone you use gives dimension and emotion to words, increasing the effectiveness of the communication. Certain body language, such as smiling and standing while talking, may come through in the conversation. Texting and emails are simply words open to interpretation by the receiver, without the benefit of voice tone or body language. Teleconferencing calls bring people together from all over the organization at a fraction of the cost of travel and meeting facilities.
Attendees can phone in using a toll-free number and access code to join a virtual conference room where members can interact with the moderator and other members. Conference calls can be used in conjunction with video conferencing to view presentations, ask questions via the internet and discuss answers with all attendees. Some communications, such as condolences, disciplinary issues, sensitive and confidential issues, should be handled with a personal phone call.
Taking the time to make a phone call carries more weight than an impersonal text or email. Without the opportunity for two-way communication, sensitive issues may be misinterpreted. Text messages and emails become legal documents and can be retrieved as evidence long after deletion.
Some businesses monitor and record phone conversations between employees and customers for training purposes. Deleted voice-mail messages may not be retrieved and do not leave a record of the conversation. Making phone calls while driving may be hazardous, but Bluetooth technology makes hands-free dialing and conversation safe — freeing up travel time to provide availability for business calls.
Texting and emailing while driving are hazardous and, in some states, illegal.
Telephone - Wikipedia
Skip to main content. Personal and Immediate Short of talking with someone face-to-face, a phone call is the best way to get a personal response. The Value of Interactive Communication Teleconferencing calls bring people together from all over the organization at a fraction of the cost of travel and meeting facilities.
Phone Calls and Confidentiality Some communications, such as condolences, disciplinary issues, sensitive and confidential issues, should be handled with a personal phone call. The last thing you want to do is confuse the customer on the line or make them feel inferior. Also, avoid slang and filler words. Chewing gum or eating during a conversation can also lead to mumbled speech so avoid both of these practices in order to optimize your customer service.
Starting with the greeting, conversations over the phone must be sincere. Say hello and be genuine. Try to avoid scripted greetings as most sound artificial and inauthentic. Doing this will ease the customer into the exchange and let them know that you are calm and ready to help.
Different Effective Methods of Communication (Useful)
Include it naturally throughout the conversation. Most customers will appreciate this gesture. Get the spelling correct, too. As with most things, finishing a conversation on the right note can create lasting positivity and a satisfied customer. In order to achieve a great ending to a telephone call, make sure that the caller understands the information you passed along before you hang up.
Also, provide any information that the customer might need in the future. If he or she needs to call back, share optimal contact times and whom he or she should call. Once all of the necessary information has been shared, finish the call in a friendly manner.
This will let the customer know that you happily helped them and that you would be willing to aid them again in the future. Finishing a conversation in a positive manner can transform what may have started as an angry phone call to a pleasant experience for the customer. Develop your interpersonal skills with our series of eBooks. Learn about and improve your communication skills, tackle conflict resolution, mediate in difficult situations, and develop your emotional intelligence. Effective telephone communication skills result in more productive relationships that lead to better customer service and perhaps increased sales.
Empathize with them when necessary and be personable. Laura loves writing about the customer experience and contact centers and has worked in centers as an Advanced Computer Consultant for 3 years. She also tinkers with technology and learns all of the pop culture that she can. Continue to: Dealing with Complaints Customer Service Tips. See also: