PHONE SKILLS

When listing options for a caller, there is one very quick - and easy - way of sounding indecisive and unprofessional. The good news is, by eliminating one word, you can sound the exact opposite - and your callers will love you for it.

The way we phrase a question has a huge bearing on the answer we receive. If you want to tip the odds in your favour, pay particular attention to the words you use - and commit this video lesson to memory!

Pay close attention: there is a difference between mimicking and mocking. Picking the right one in a customer interaction is a no-brainer, but nailing it takes a little more skill.

There are two kinds of languages in every business: the language you speak with your colleagues and the language you speak with customers. Here's why you shouldn't ever mix the two.

Our job is to help find a solution to a customer's problem, and it's for that reason why you should eliminate this two letter word from your vocabulary and replace it with these strategies.

Taking a message is only half the job - the other half is making sure the recipient is able to act on the message you've taken. The next time you take a message, make sure you include these details.

There's only one good kind of waffle and it's usually covered in ice cream. Your caller's time is important so getting to the point quickly will make you look good and your customer feel valued.

When you're busy, it's easy to forget about the small details, like making sure your caller isn't still on the line before you hang up. Take a deep breath, relax and make this part of your skill set.

What do you do when you dial an associate's extension only to find there's no answer? The standard answer is get up and look for them or maybe even page them, but there is another option you should always do.

Your hand is not sound proof and should never be used as a substitute for your hold button. In this video lesson, you'll learn how to turn your phone system's hold button into a powerful tool.

Before you bid farewell to a caller, there are three important steps you must take to ensure you leave a positive impression.

Where possible, you should use your customer's name. If you miss it or don't get it right the first time, here's how you stop it from going wrong the next.

Repeating someone's phone number back to them is a bit like dancing, if you are out of time or following a different rhythm the best you can hope for is confusion.

Believe it or not, there is a right and wrong way to transfer a call between departments. Do it the right way and you're guaranteed to portray a polished image and save your customers time.

When a colleague isn't around to hear their phone ringing - does it still need to be answered? Of course it does! These few tips will help you answer it like a pro, without confusing the caller.

Picture this: you're on the phone with a client or prospect and their mobile starts ringing in the background - what do you do? The way you handle a situation like this will reinforce how much you care about your caller, so make sure you get it right.

Want to know how to turn a red-in-the-face angry customer into a loyal fan? Watch this video lesson to find out just how simple it can be.

Grabbing the attention of the person you're cold calling quickly is vital. So what can you do to sound powerful, positive and like someone who will solve their problem? Watch this video lesson to find out.

It's a receptionist's job to screen calls - it's your job to be smart about how you get around them. To get you started, these three proven strategies will help you hit the target.

Feedback is a valuable part of any growing business - but if you really want customers to act as unpaid consultants, this is the formula you need to use.

We've all heard the saying "you only get one chance to make a good first impression". So to help ensure every team member is making a positive and lasting impression on your callers, these two strategies are a must.

Callers only care about one thing: what you can do for them. So save them the back story and cut to the chase by focusing on the result.

In business, every call should be of equal importance and you should treat it as such. Plus, what customer doesn't love feeling like a VIP? Show your customers you care by making this strategy the rule, not the exception.

Every now and again, you'll come across someone who left their manners on the kitchen table that morning. When you do, this is the phrase that will help motivate them into helping you.

Customers call your company wanting to be helped, and even if their normal point of contact is unavailable, guess who should be right there wanting to help: you!

When you're working the phone, dropped calls are just a fact of life. Connections are lost, customers hang up for a variety of reasons, and sometimes mistakes are made. A lost call isn't an unrecoverable mistake, provided you know how to deal with it.

Congratulations, you've made it through to the end. All that remains is to answer the questions, hit send and put these strategies into play. Thanks for watching.