Professional Telephone Skills
In 2013, Hanrie Fridjhon (then Hill), wrote an interesting article on professional telephone skills for the Die Burger Newspaper – Talent. When it comes to being professional when talking to a customer or client over the telephone, there are certain words or sentences which are described as negative or positive words. Most often, people use the negative words without even noticing it. For example, here in South Africa, ‘mam’ and ‘but’ are negative words often used. ‘Mam’ is often used to address a female caller – rather ask for the caller’s name and use it. Using positive words will make for a better conversation as you build a relation with the caller.#Professional #Telephone skills pic.twitter.com/0pr4y4i4ep
— Hanrie Hill (@HanrieHill) May 11, 2018
Transcription of Die Burger article – Afrikaans and English:
Die Burger
Talent Saterday 2 Maart 2013
“Hmm” is nit ‘n woord nie, moet dit dus nie oor die telefoon gebruik nie.
Hanri Hill van Pro-Active Communications beklemtoon die belangrikheid van goeie telefoonetiket vir enige onderneming.
“Mense vorm ‘n beeld of persepsie oor jou of jou handelsmerk binne 17 sekondes nadat jy hulle oor die telefoon gegroet het. Dit is ‘n baie kort tyd om ‘n goeie indruk te maak.
“Navorsing he bewys dat ‘n diep stemtoon baie meer invloedryk is as ‘n hoe stemtoon. Vergelyk Barry White me Miss Piggy. Jou stem is jou handelsmerk, die eerste kontak met jou luisteraar, dis hoe jy voorkom in die wereld. Jy kan baie vinnig onbevoeg en onprofessioneel voorkom as jy nie goeie stembeheer toepas nie.
“Telefoonetiket kan jou help om to klink of jy vol selfvertroue en in beheer van jou situasie is. Gebruik goeie maniere, luister fyn, noem mense op hulle naam en jy is al klaar die meeste mense voor,” se sy.
Hill se day daar baie meer kiem gele moet word op die opleiding ban mense in telefoonetiket. “Telefoonetiket behoort ‘n voorgeskrewe vak of skool te wees. Dit is die mees frustrerende gevoel om met iemand oor die telefoon to praat wat eerstens nie luister nie. ‘n Mens kan ook hoor of die persoon aan die anderkant eet, gaap of nies, en dit as ‘n gevoel van minagting ervaar. Mense wat te sag praat of hulle woorde insluk, maak telefoongesprekke ook baie moeilik en dikwels ongemaklik. Moet ook nooit slang woords, jargon of verkleinwoorde en troetelname soos “my hartjie” gebruik nie. Dit gaan net nie goed af nie. “Ek het nog ‘n lang lys, maar laat ons by die paar punte bly. As jy op die telefoon praat, onthou dat die luisteraar hou nie kan sien nie. As jy verduidelik met handgebare, mag di ander amuseer, nie jou luisteraar nie.
“‘Hmmm’ is nie ‘n woord nie, so hou op om dit te gebruik. Jy vra net ‘hoe gaan dit?’ as jy werklik wil hoor wat die antwoord is. En nog iets wat ewe belangrik op die telefoon is, is tyd. Gebruik en kies jou woorde met respek sodat jy tyd spaar vir jou luisteraar,” is haar raad.
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“Hmm” is not a word, so don’t use it on the phone
Hanri Hill of Pro-Active Communications emphasizes the importance of good telephone etiquette for any business.
“People form an image or perception about you or your brand within 17 seconds of you greeting them over the phone. It is a very short time to make a good impression.
“Research has proven that a deep voice is much more influential than a high voice. Compare Barry White to Miss Piggy. Your voice is your brand, the first contact with your listener, that’s how you appear in the world. You can very quickly appear incompetent and unprofessional if you do not apply good voice control.
“Telephone etiquette can help you sound confident and in control of your situation. Use good manners, listen carefully, call people by their name and you’re already ahead of most people,” she says.
Hill says there should be much more emphasis on training people in telephone etiquette.
“Telephone etiquette should be a prescribed subject or school. It is the most frustrating feeling talking to someone on the phone who firstly doesn’t listen or you can hear the person on the other side eating, yawning or sneezing, and experience it as a feeling of contempt. People who speak too softly or swallow their words also makes telephone conversations very difficult and often uncomfortable. You must also never use slang words, jargon or diminutives and pet names like “my heart”. It’s just doesn’t go down well.
“I have a long list, but let’s stick to these few points. When you’re on the phone, remember that the listener cannot see. If you explain with hand gestures, it may amuse others, but it won’t amuse your listener.
“‘Hmmm’ isn’t a word, so stop using it. Ask “how are you” only if you really want to hear what the answer is. And something equally important on the phone is time. Use and choose your words with respect so that you save time for your listener,” is her advice.
