Telephone power

Telephone Power

The telephone is an effective and powerful business tool.  It can save time and bring clients closer to their suppliers and business partners.

However, are organizations aware of just how powerful a tool they have, within their  own premises?  Perhaps not, judging by the haphazard and casual way the telephone is used by some.

Common errors, such as the ones below, cost organizations money as they create a rift between themselves and their clients, or would-be clients.

• Letting the phone ring and ring and ring and ring, and …..
• Answering the phone in a monosyllable “Yeah”
• Playing “musical phones”. This is a very popular version of the children’s game of musical chairs, whereby the caller is transferred endlessly, from one absent person to another. In between each transfer, the same irritating song is played over and over again.
• Working on other things, when answering the phone. True communication breaks down is such situations, as it is impossible to concentrate on the caller and understand the subtle messages he or she is sending.
• Ordering rather than asking the caller to wait on the line.
• Chewing on food whilst speaking.  
• Sounding annoyed, angry upset or confused, just to help the caller realize that he or she is an unwelcome interruption, and should take the business elsewhere
• Broadcasting aloud and clear to any unsuspecting caller that the organization is a boring uninspiring place. This is achieved by a lethargic dragging of each syllable pronounced
• Using every known swear word, to describe the caller, whilst leaving the line open

These behaviours common though they are, only serve to drive business away from the organization, to competitors. Yet by following some simple guidelines businesses can turn the telephone into a powerful image and loyalty building tool.