Telecommunications

How Effective Are You on the Telephone? Important Telecommunications Tips

I have recently received several questions that relate to telecommunications. These questions are not only geared toward the unwanted and bothersome phone calls we receive from telecommunicators trying to sell us something - although we can certainly learn what not to do from them - but also are concerned with how we can present effectively and powerfully over the telephone.

Telephone impressions are as important as in-person impressions. the first impression we make over the telephone will be lasting and will set the tone for the present and/or any upcoming interaction we will have with that person. Opportunities abound. We may be recording our own answering device message, leaving a voice mail message on someone else's device, speaking to an assistant, answering a call, making an order, asking a question or trying to establish a relationship with a potential client, What kind of impression are you making?

Remember that the person on the other end of the phone can't see you, so your voice, pacing, and words are all important. Therefore, it is imperative that you practice your telephone voice and tone as carefully as you would practice a speech in front of an audience. Use vocal variety, with tonal inflection. Add enthusiasm to your voice. Pace your words and speak clearly. And, people can hear a smile, so be sure to act and smile as if you were speaking face to face, eyeball to eyeball.

This is where we can learn from those unfortunate people who are employed by telecommunications firms and have to make calls to the unsuspecting. First of all, they seem distracted. When I answer, it usually takes them a few minutes to start their spiel. Then when they do start speaking, it is in a monotone, too quickly with no pauses or pacing (probably because they don't want us to get a chance to say, "no”). They are prepared with a written speech which is delivered poorly. This leads me to my next point.

It is important, as always, to be well prepared. The more prepared you are for any presentation, the more smoothly it will progress and the more professional you will appear. Before you record a message on your answering device, take the time to consider the impression you are trying to make. When I receive a canned message - especially one that comes with the answering system, right away I form the picture of someone rather unimaginative.

How do you want the caller to react? For a business, I don't suggest (and this has happened to me) that you have your five or six-year old leave a cute, giggly message or record a joke or wild music, etc. But, I do suggest adding some personality to your recording. Take the time to review what you have recorded and then call yourself from somewhere else to hear what you sound like. My message usually gets a "WOW!" and an answer, because one of the phrases I use is that "I am excellent at returning phone calls, so leave an interesting message, and I will get back to you as soon as possible." And, I do, which to me is telecommunications' etiquette.

Treat all your telephone exchanges with care. You will make a lasting impression to be proud of.