Telephone Manners

It is extremely important to always make an excellent impression when first speaking to someone via the telephone. This is true whether that person be a prospective client, a vendor, an upset customer, etc. And the caller may even be a mystery shopper, testing out your telephone skills. There are several basic rules of thumb that need to be adhered to.

• Project your best telephone personality. Keep a smile in your voice and on your face, even if you are having a bad day.
• Always be polite and mind your manners. Sometimes the caller needs to vent off some steam, but never stoop to that level.
•  Always give the caller your full attention. Avoid multi-tasking and remain focused on the job at hand. Callers can tell if you are reading your emails or making your grocery list instead of focusing on giving them a self storage rate.
• Remove any distractions from your area. It is tempting to read the headlines if there is a newspaper sitting on your desk.
• Establish a good rapport with the caller no matter what the situation is. This works quite well to help diffuse an upset caller.
• Keep the call on track. Never be rude to the caller, but if the conversation gets sidetracked gently lead it back to the task at hand.
• Stay apprised o the caller’s mood. If they suddenly become sad, or agitated, or confused, etc., act accordingly. Let them know that you are listening and that you care.
• Mimic the caller’s pace and telephone style, without being condescending. Speaking to a lawyer from New Your City will have a different tempo than with an elderly grandmother from Nashville.

Great telephone etiquette is vital to any self storage owner and business. Sometimes it may be difficult, but remember the initial feeling that person gets while speaking with you will be everlasting.

Written by Ann Sheehan, PhoneSmart Call Center Representative

Thanks for reading our secret shopping blog, an inside peek into the world of secret shopping and mystery shopping.

Storage is available at 2006 Williamsport Pike, Martinsburg WV

Find your next car storage, boat storage or self storage at your StorageConcierge – Your premier national and local self storage search engine and free quote provider.

65202 Self Storage

Planning a move to Chicago, Illinois? Visit our partners at the Chicago, Illinois moving information center.

64114 Wine Storage

Tweet This Post 

Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.

View admin's Profile      Subscribe via RSS