Telephone Skills Necessary for Effective Telephone Skills Necessary for Effective MarketingMarketing

Provide participants with additional knowledge and skills Provide participants with additional knowledge and skills which will lead to greater job satisfaction.which will lead to greater job satisfaction.

Recognize the value of the telephone in a well-Recognize the value of the telephone in a well-coordinated marketing effortcoordinated marketing effort

Identify techniques to enhance telephone Identify techniques to enhance telephone communications at your communitycommunications at your community

Refine telephone skills that lead to increased Refine telephone skills that lead to increased effectiveness, efficiency and comfort in dealing with effectiveness, efficiency and comfort in dealing with difficult situations.difficult situations.

Each participant will independently design and write a Each participant will independently design and write a five point action plan for self-improvement as it relates five point action plan for self-improvement as it relates to phone skills at your communityto phone skills at your community

Telephone Skills: Telephone Skills: A Personal AssessmentA Personal Assessment

This section is to help you assess your telephone skills This section is to help you assess your telephone skills and help you find out where you need to practice.and help you find out where you need to practice.

For each question, circle your present skill level This For each question, circle your present skill level This is not a test. There are no “right” or “wrong” answers. is not a test. There are no “right” or “wrong” answers. This is for your benefit, so answer the questions as This is for your benefit, so answer the questions as honestly as you possibly can.honestly as you possibly can.

Telephone Skills: Telephone Skills: A Personal AssessmentA Personal Assessment

1=Almost Never1=Almost Never2=sometimes2=sometimes3=Frequently3=Frequently4=Almost Always4=Almost Always

When I answer the phone:When I answer the phone:

1. I put enthusiasm in my voice and a smile on my face !1. I put enthusiasm in my voice and a smile on my face ! 1 2 3 4 51 2 3 4 52. I make the caller feel good by being positive and pleasant.2. I make the caller feel good by being positive and pleasant. 1 2 3 4 51 2 3 4 53. I speak clearly and slowly.3. I speak clearly and slowly. 1 2 3 4 51 2 3 4 5

4. I know that every call is important.4. I know that every call is important. 1 2 3 4 51 2 3 4 55. I use the caller’s name whenever possible.5. I use the caller’s name whenever possible. 1 2 3 4 51 2 3 4 56. I demonstrate a sense of self-confidence.6. I demonstrate a sense of self-confidence. 1 2 3 4 51 2 3 4 57. I always say, “Thank You”7. I always say, “Thank You” 1 2 3 4 51 2 3 4 58. I answer promptly or apologize for the delay.8. I answer promptly or apologize for the delay. 1 2 3 4 51 2 3 4 59. I treat every call as an opportunity to help someone.9. I treat every call as an opportunity to help someone. 1 2 3 4 51 2 3 4 510. I am diplomatic when dealing with upset callers.10. I am diplomatic when dealing with upset callers. 1 2 3 4 51 2 3 4 5

Telephone Skills:Telephone Skills: A Personal Assessment A Personal Assessment

(continued)(continued)

When I am on the phone:When I am on the phone:

11. I listen to the caller’s concerns and think before I speak11. I listen to the caller’s concerns and think before I speak 1 2 3 4 51 2 3 4 512. I ask additional questions and check out facts before12. I ask additional questions and check out facts before jumping to conclusions.jumping to conclusions. 1 2 3 4 51 2 3 4 513. I let the caller know I am listening by restating what 13. I let the caller know I am listening by restating what the caller is saying.the caller is saying. 1 2 3 4 51 2 3 4 514. I accept criticism without becoming emotionally involved.14. I accept criticism without becoming emotionally involved. 1 2 3 4 51 2 3 4 515. I control my temper in tense situations.15. I control my temper in tense situations. 1 2 3 4 51 2 3 4 516. I go out of my way to let the caller know I want to help.16. I go out of my way to let the caller know I want to help. 1 2 3 4 51 2 3 4 517. I avoid making excuses or blaming others.17. I avoid making excuses or blaming others. 1 2 1 2

3 4 5 3 4 518. I accept responsibility for screening calls in the way18. I accept responsibility for screening calls in the way my company prefers.my company prefers. 1 2 3 4 51 2 3 4 519. I handle outside distractions without interrupting 19. I handle outside distractions without interrupting the caller.the caller. 1 2 3 4 51 2 3 4 520. I project an image of a company that cares20. I project an image of a company that cares 1 2 3 4 51 2 3 4 5

Be Friendly and ProfessionalBe Friendly and Professional

How much of a message do we communicate non-verbally?How much of a message do we communicate non-verbally?When we speak with another person, how much of the message do we When we speak with another person, how much of the message do we

communicate by our tone of voice?communicate by our tone of voice?

Studies have demonstrated that 50% of our message is communicated non-Studies have demonstrated that 50% of our message is communicated non-verbally. Our tone of voice communicates 30%-40% of our message, which verbally. Our tone of voice communicates 30%-40% of our message, which leaves up to 20% of our message to be communicated by the words we leaves up to 20% of our message to be communicated by the words we choose.choose.

Understanding this concept enables each phone professional to appreciate the Understanding this concept enables each phone professional to appreciate the extreme importance of a positive and friendly sounding voice.extreme importance of a positive and friendly sounding voice.

With so many of today’s calls being answered electronically, it’s more With so many of today’s calls being answered electronically, it’s more important then ever to show your personality on every call. Be friendly and important then ever to show your personality on every call. Be friendly and professional to every caller.professional to every caller.

The person who first answers the phone sets the mood for the call. Callers The person who first answers the phone sets the mood for the call. Callers mirror how they’re treated. If you are friendly, they tend to be friendly. If mirror how they’re treated. If you are friendly, they tend to be friendly. If your attitude is cool, they will very likely reflect that coolness back to you. your attitude is cool, they will very likely reflect that coolness back to you. A good reception implies a good company; a poor reception, a poor A good reception implies a good company; a poor reception, a poor company.company.

Describe the phone greeting you received from a business who demonstrated Describe the phone greeting you received from a business who demonstrated they were not friendly or interested in gaining your business.they were not friendly or interested in gaining your business.

Describe the phone greeting you received from a business that exceeded your Describe the phone greeting you received from a business that exceeded your expectations of friendliness, but maintained a strong, professional attitude.expectations of friendliness, but maintained a strong, professional attitude.

BUFFER WORDSBUFFER WORDS

Here are some sample buffer words:Here are some sample buffer words:

Good Morning!Good Morning! Good Afternoon!Good Afternoon! Thank You for Calling…Thank You for Calling… Happy Holidays!Happy Holidays!

Buffer words precede and set up the most important part of theBuffer words precede and set up the most important part of thegreeting, which in most cases is the community’s name.greeting, which in most cases is the community’s name.We expect all phone calls to be answered utilizing buffer phrases, We expect all phone calls to be answered utilizing buffer phrases,

withwitha clear, friendly, professional tone of voice. Please do not hurry!a clear, friendly, professional tone of voice. Please do not hurry!

““Good morning”, Jefferson Manor, this is Fran, how may I Good morning”, Jefferson Manor, this is Fran, how may I help you?!help you?!

““Thank you for calling Meadow Creek Village,” This is Fran, How Thank you for calling Meadow Creek Village,” This is Fran, How may I help you?!may I help you?!

Emotional LeakageEmotional Leakage

When something negative happens before the phone rings—you’re When something negative happens before the phone rings—you’re alone in the office handling all of the phones, the computer is down, alone in the office handling all of the phones, the computer is down, your car ran out of gas this morning, and the last caller was angry your car ran out of gas this morning, and the last caller was angry

and unreasonable—and unreasonable—you need to remember: you need to remember:

None of this is the next caller’s fault.None of this is the next caller’s fault.

What strategies can I employ to help me answer the next call in a What strategies can I employ to help me answer the next call in a highly professional manner?highly professional manner?

Let the phone ring one more time. One more ring won’t hurt, but Let the phone ring one more time. One more ring won’t hurt, but answering the phone in an angry mood will. Use this moment to answering the phone in an angry mood will. Use this moment to pause and relax.pause and relax.

Take one or two deep breaths. It’s a proven calming influence, one Take one or two deep breaths. It’s a proven calming influence, one that’s recommended by psychologists.that’s recommended by psychologists.

Smile. Let the smile show in your voice.Smile. Let the smile show in your voice. Then, answer the telephone.Then, answer the telephone.

Fast Talkers or Slow TalkersFast Talkers or Slow Talkers

Your first instinct may be to yell at the caller and say, “What do you Your first instinct may be to yell at the caller and say, “What do you think I am? A recording machine?? I can’t write as fast as you talk”. think I am? A recording machine?? I can’t write as fast as you talk”. But hold on to those feelings, and wait for the caller to take a breathBut hold on to those feelings, and wait for the caller to take a breath—and they will. Interject the following:—and they will. Interject the following:

Excuse me; I’m having a little difficulty understanding you. If you Excuse me; I’m having a little difficulty understanding you. If you would please slow down just a bit, I’ll be able to get this all correct for would please slow down just a bit, I’ll be able to get this all correct for you. you.

It really works! It really works!

The caller wants to be assured that you’re going to get all the The caller wants to be assured that you’re going to get all the information.information.

Conversely, we must continually coach ourselves not to become fast Conversely, we must continually coach ourselves not to become fast talkers. Being a fast talker is doubly difficult in the health care talkers. Being a fast talker is doubly difficult in the health care industry where a high percentage of our callers are hearing impaired.industry where a high percentage of our callers are hearing impaired.

Please be extremely patient with slow talkers. Many seniors have Please be extremely patient with slow talkers. Many seniors have slow speech patterns. Take your time and listen, and try to avoid slow speech patterns. Take your time and listen, and try to avoid finishing sentences for them.finishing sentences for them.

Responses to AvoidResponses to Avoid

Avoid Saying:Avoid Saying: Recommended Response:Recommended Response:

1. I don’t know1. I don’t know 1. That’s a good question. Let me find out for 1. That’s a good question. Let me find out for you.you.

2. Just a second 2. It may take me a few minutes to get that 2. Just a second 2. It may take me a few minutes to get that information. information. Are you able to hold while I check on Are you able to hold while I check on that? that?

3. No! 3. No! 3. I haven’t done that yet. 3. I haven’t done that yet.

4. We can’t do that! 4. That’s a tough one. Let me see what I can 4. We can’t do that! 4. That’s a tough one. Let me see what I can do.do.

5. You’ll have to… 5. Here’s how we can help with that.5. You’ll have to… 5. Here’s how we can help with that.

Getting a Phone NumberGetting a Phone Number

Let’s set the scene:Let’s set the scene:

Operator: “Fine, Mr. Smith. Please let me have your Operator: “Fine, Mr. Smith. Please let me have your phone number and I’ll see that she gets your phone number and I’ll see that she gets your message.”message.”

Mr. Smith: “Oh, she has it!”Mr. Smith: “Oh, she has it!”

Ever hear that? And then find that no one has the Ever hear that? And then find that no one has the phone number? Want to have it never happen again? phone number? Want to have it never happen again? Try this method. It works great!Try this method. It works great!

Mr. Smith: “Yes, please have her call me.”Mr. Smith: “Yes, please have her call me.”Operator: “I sure will, Mr. Smith. I know she probably has Operator: “I sure will, Mr. Smith. I know she probably has

your phone number…but for Easy Reference, would your phone number…but for Easy Reference, would you please give me your number?”you please give me your number?”

HoldHold

Being put on hold is a very distasteful experience for a busy caller. Being put on hold is a very distasteful experience for a busy caller. There are two reasons to put someone on hold:There are two reasons to put someone on hold:

For a person For a person For InformationFor Information

Always ask Permission prior to putting the caller on hold or offer to Always ask Permission prior to putting the caller on hold or offer to call right back.call right back.

If the person with whom your caller wants to speak with is on the If the person with whom your caller wants to speak with is on the phone or temporarily away from his or her desk, rather than keep phone or temporarily away from his or her desk, rather than keep the caller on hold, try to service the call immediately. It sounds the caller on hold, try to service the call immediately. It sounds like this: like this:

Mr. Jones is on another call. I am not sure how long hell’ be. Mr. Jones is on another call. I am not sure how long hell’ be. Then use this customer service statement: Then use this customer service statement: ““My name is Kyle. I am the receptionist, for Mr. Jones, I might be able My name is Kyle. I am the receptionist, for Mr. Jones, I might be able

to assist you. How can I help you?, What can I do for you?”to assist you. How can I help you?, What can I do for you?”

When you return to the phone, say:When you return to the phone, say: “ “Thank You for holding. I have the information you need.”Thank You for holding. I have the information you need.”

It’s only fair,It’s only fair, after you’ve asked them to hold, that you thank them for holding.after you’ve asked them to hold, that you thank them for holding.

Irate CallersIrate Callers

Get off on the Right FootGet off on the Right Foot

Realize that an angry customer is not unhappy with Realize that an angry customer is not unhappy with YOUYOU, but with , but with the the SITUATIONSITUATION. Don’t take the caller’s hostility personally. You’re . Don’t take the caller’s hostility personally. You’re the lightening rod, not the target.the lightening rod, not the target.

You can do a great deal to diffuse a caller’s anger before you even You can do a great deal to diffuse a caller’s anger before you even pick up the phone. How?pick up the phone. How?

By smiling before you answer that call. A smile can be heard in your By smiling before you answer that call. A smile can be heard in your voice over the phone. Your caller will find it more difficult to be rude voice over the phone. Your caller will find it more difficult to be rude to someone who’s warm and friendly.to someone who’s warm and friendly.

There are four basic steps to handling an irate caller:There are four basic steps to handling an irate caller:

Irate CallersIrate Callers(continued(continued))

Acknowledge the caller’s feelings.Acknowledge the caller’s feelings.

You’ll probably spend about 80% of your time soothing the caller and about You’ll probably spend about 80% of your time soothing the caller and about 20% actually working on the problem. Acknowledging feelings is the key: 20% actually working on the problem. Acknowledging feelings is the key: “I’m sorry the information was incorrect. No wonder you’re upset”.“I’m sorry the information was incorrect. No wonder you’re upset”.

Sympathize with the caller. Empathize!Sympathize with the caller. Empathize!

Put yourself in the caller’s position; imagine how you’d feel if you were Put yourself in the caller’s position; imagine how you’d feel if you were calling with this complaint or problem. You can show your interest in the calling with this complaint or problem. You can show your interest in the situation by making statements such as “I don’t blame you for being upset. situation by making statements such as “I don’t blame you for being upset. That has to be very frustrating.”That has to be very frustrating.”

Accept responsibility.Accept responsibility.

When you answer the telephone on behalf of your community, you’ve When you answer the telephone on behalf of your community, you’ve accepted 100% responsibility of the call. You can say, “Let’s see how I can accepted 100% responsibility of the call. You can say, “Let’s see how I can help. My name is Mary. I am the receptionist. And I’m speaking with…? help. My name is Mary. I am the receptionist. And I’m speaking with…? Always introduce yourself.Always introduce yourself.

Prepare to help.Prepare to help.

Indicate that you sincerely care about the caller’s problem. And be sure to Indicate that you sincerely care about the caller’s problem. And be sure to use the caller’s name, that usually helps to diffuse the anger. Once you’ve use the caller’s name, that usually helps to diffuse the anger. Once you’ve done this, begin to draw out what happened. Then begin to ask questions. done this, begin to draw out what happened. Then begin to ask questions. “Thanks, Mr. Jones. Again my name is Mary. Let’s see how I can help you.“Thanks, Mr. Jones. Again my name is Mary. Let’s see how I can help you.

Avoid Transferring the CallAvoid Transferring the Call

Sometimes you won’t be able to solve the problem on the spot. Often Sometimes you won’t be able to solve the problem on the spot. Often you’ll need more information from another department, or the call may you’ll need more information from another department, or the call may have to be handled by another person. Although these are legitimate have to be handled by another person. Although these are legitimate courses of action, they will usually upset the caller again.courses of action, they will usually upset the caller again.

When you need more information, tell the caller that. Ask if they’re “able When you need more information, tell the caller that. Ask if they’re “able to to

hold” while you obtain it, or if they would prefer to have you call back.hold” while you obtain it, or if they would prefer to have you call back.

If you need to transfer the caller, tell him or her the name of the person If you need to transfer the caller, tell him or her the name of the person with whom they’ll be speaking. Explain why you’re bringing in a third with whom they’ll be speaking. Explain why you’re bringing in a third party. “Mr. Jones, Mrs. Smith is our Housekeeping Supervisor. She has a party. “Mr. Jones, Mrs. Smith is our Housekeeping Supervisor. She has a lot of knowledge in this area. “Let me transfer you directly to her”.lot of knowledge in this area. “Let me transfer you directly to her”.

When you contact the person, who will handle the problem, be sure to When you contact the person, who will handle the problem, be sure to explain it thoroughly. That spares the caller’s having to tell it over again, explain it thoroughly. That spares the caller’s having to tell it over again, and perhaps growing even angrier.and perhaps growing even angrier.

In a community such as yours, you will need to frequently utilize the skill In a community such as yours, you will need to frequently utilize the skill of handling resident/family member requests for service or complaints.of handling resident/family member requests for service or complaints.

Leave a Good Last ImpressionLeave a Good Last Impression

We hear so much about making a good First Impression—and that’s We hear so much about making a good First Impression—and that’s certainly important. However, don’t forget that leaving a good last certainly important. However, don’t forget that leaving a good last impression is every bit as important.impression is every bit as important.

Try to include some of the conversation in your closing remarks. For Try to include some of the conversation in your closing remarks. For instance: instance:

““Yes, I understand. I’ll talk to Joe and he’ll take care of it. He’s very good. And Yes, I understand. I’ll talk to Joe and he’ll take care of it. He’s very good. And we do appreciate your business, Mr. Smith. Thanks for calling Good-bye.”we do appreciate your business, Mr. Smith. Thanks for calling Good-bye.”

A remark like that leaves a good impression.A remark like that leaves a good impression.

Here are some other effective phrases to use in closing a phone Here are some other effective phrases to use in closing a phone conversation:conversation:

““Thanks for calling”.Thanks for calling”.““Please call again”Please call again”““We appreciate your call”We appreciate your call”““It’s been nice talking with you”It’s been nice talking with you”

Be sure to express your appreciation for being able to serve the caller. It’s Be sure to express your appreciation for being able to serve the caller. It’s an important way to ensure that they will want to call back and that they an important way to ensure that they will want to call back and that they are a satisfied customer.are a satisfied customer.

Message Taking #1Message Taking #1

Why is “Can I take a message?” weak and ineffective?Why is “Can I take a message?” weak and ineffective?

Because the response is all too often, “No, that’s okay. I’ll Because the response is all too often, “No, that’s okay. I’ll call back.” And how do you know the caller will? What if he call back.” And how do you know the caller will? What if he or she needs information right then and there? You cannot or she needs information right then and there? You cannot be sure that this customer won’t call a competitor next—all be sure that this customer won’t call a competitor next—all because of that simple “Can I take a message?” The cure because of that simple “Can I take a message?” The cure for “Can I take a message?” is basic, but important. Instead for “Can I take a message?” is basic, but important. Instead of offering to take a message, offer to help.of offering to take a message, offer to help.

““Mr. Park is in a resident meeting until 2:00. This is Mary. I Mr. Park is in a resident meeting until 2:00. This is Mary. I am the receptionists. How can I help you? What can I do for am the receptionists. How can I help you? What can I do for you? The last two questions are key phrases.you? The last two questions are key phrases.

This procedure is much more effective than an apathetic This procedure is much more effective than an apathetic “Can I take a message” or even “May I take message?” “Can I take a message” or even “May I take message?” When you use the “How can I help you?” offer, you’re not When you use the “How can I help you?” offer, you’re not losing the caller. With it, you’re reaching out to the caller!losing the caller. With it, you’re reaching out to the caller!

Message Taking #1Message Taking #1(continued)(continued)

First of all, you’ve placed Mr. Park somewhere—perhaps in First of all, you’ve placed Mr. Park somewhere—perhaps in a meeting or at lunch or at a conference. Second, you’ve a meeting or at lunch or at a conference. Second, you’ve introduced yourself. Third, you’ve told the caller your introduced yourself. Third, you’ve told the caller your relationship to the called party. And finally, you’ve asked, relationship to the called party. And finally, you’ve asked, “How can I help you?” what can“How can I help you?” what can I I do for you? do for you?

Through good message taking skills, what information could Through good message taking skills, what information could you provide to your Community Representative?you provide to your Community Representative?

Why does the proactive form of message taking translate Why does the proactive form of message taking translate into better customer service and sales opportunities?into better customer service and sales opportunities?

Message Taking #2Message Taking #2

Picture this: it’s 8:30 A.M. Your community representative is at a Picture this: it’s 8:30 A.M. Your community representative is at a potential resident’s home demonstrating why life at a Sun potential resident’s home demonstrating why life at a Sun Retirement community is exactly what they want to bring Retirement community is exactly what they want to bring complete happiness. The pressure’s on and the community complete happiness. The pressure’s on and the community representative could be out of the office for two hours. While the representative could be out of the office for two hours. While the community representative is with the customer, the following community representative is with the customer, the following scene is taking place at the office: scene is taking place at the office:

Jane, our receptionist, is busy interacting with the residents and Jane, our receptionist, is busy interacting with the residents and taking service request. At 9:05 a.m. the phone rings. The call is for taking service request. At 9:05 a.m. the phone rings. The call is for the community representative, and Jane says, “She’s not in. Can I the community representative, and Jane says, “She’s not in. Can I take a message?”take a message?”The caller replies, “No, that’s okay. I’ll call back.” In her nicest The caller replies, “No, that’s okay. I’ll call back.” In her nicest voice, Jane says, “Okay, fine”. Thank you,” and hangs up. voice, Jane says, “Okay, fine”. Thank you,” and hangs up.

Imagine that happening all morning, with all of the incoming calls. Imagine that happening all morning, with all of the incoming calls. Think about Jane’s reply. It’s 11:00 A.M. The Community Think about Jane’s reply. It’s 11:00 A.M. The Community Representative returns to the office and asks Jane, “Any Representative returns to the office and asks Jane, “Any messages?” Jane says “Nope, no messages”.messages?” Jane says “Nope, no messages”.

Message Taking #2Message Taking #2(continued)(continued)

If someone is taking the time to call you, much more is If someone is taking the time to call you, much more is needed than the ineffective “Can I take a Message?” needed than the ineffective “Can I take a Message?” What would be better? Here’s what Jane should do and What would be better? Here’s what Jane should do and say:say:

Jane Should Do ThisJane Should Do This Jane Should Say ThisJane Should Say This

Tell them whereTell them where “Ms. Jones is out of the “Ms. Jones is out of the office…”office…”

Tell them until whenTell them until when “….until 11:00 a.m.”“….until 11:00 a.m.” Tell them what she does “I am the Assistant Tell them what she does “I am the Assistant

Manager for Manager for Mrs. Jones.” Mrs. Jones.” Give the Service StatementGive the Service Statement “How can I help you?” “How can I help you?” “ “What can I do for you?”What can I do for you?”

Mirror on Your DeskMirror on Your Desk

Phone professionals frequently place mirrors on their Phone professionals frequently place mirrors on their desks. It reminds them to smile BEFORE they pick up desks. It reminds them to smile BEFORE they pick up the phone.the phone.

Unavoidable Delays in AnsweringUnavoidable Delays in Answering

Should you answer the phone in three rings? Yes, Should you answer the phone in three rings? Yes, certainly, if it’s possible. But what happens when it’s not certainly, if it’s possible. But what happens when it’s not possible? That may occur a lot when you’re busy, or in possible? That may occur a lot when you’re busy, or in an office alone.an office alone.

When you’ve answered a phone that has rung more When you’ve answered a phone that has rung more then three times, use this special buffer”then three times, use this special buffer”

Good Morning, Thank you for calling Parkland Senior Good Morning, Thank you for calling Parkland Senior Community, This is Jane, I am sorry it took so long to Community, This is Jane, I am sorry it took so long to answer the phone, how may I help you?answer the phone, how may I help you?

It provides an immediate apology.It provides an immediate apology. It helps diffuse the caller’s frustrationIt helps diffuse the caller’s frustration

Accents or Foreign LanguagesAccents or Foreign Languages

Here are five easy points to remember when dealing with an accent or Here are five easy points to remember when dealing with an accent or foreign language:foreign language:

Don’t pretend to understand. Don’t pretend to understand. If you don’t understand the person you’re If you don’t understand the person you’re speaking with, it’s perfectly okay to gently tell them you’re having a little speaking with, it’s perfectly okay to gently tell them you’re having a little difficulty understanding them. Ask them to slow down, so you can get all difficulty understanding them. Ask them to slow down, so you can get all the information correct. That’s what they want to hear. Hanging up without the information correct. That’s what they want to hear. Hanging up without knowing what the caller wanted is not good customer service.!knowing what the caller wanted is not good customer service.!

Speak at a normal pace.Speak at a normal pace. Rushing threatens callers. Take the time—it’s Rushing threatens callers. Take the time—it’s usually only a few seconds to do it right. Listen to the caller’s pattern of usually only a few seconds to do it right. Listen to the caller’s pattern of speech. You’ll be able to pick up key words. Repeat the key words back to speech. You’ll be able to pick up key words. Repeat the key words back to them—they’ll appreciate the fact that you’re really listening.them—they’ll appreciate the fact that you’re really listening.

Speak at a normal volume.Speak at a normal volume. People with accents are not hard of hearing. People with accents are not hard of hearing. Nor do you need to repeat one word over and over to be sure they Nor do you need to repeat one word over and over to be sure they understand. Remember, people in this country who speak a foreign understand. Remember, people in this country who speak a foreign language, usually know English as well, but it may take a little longer to go language, usually know English as well, but it may take a little longer to go through the thought processes: their native language for thinking, and through the thought processes: their native language for thinking, and English for communicating with you.English for communicating with you.

Always be positive.Always be positive. If you’ve ever told a caller, “I can’t understand you,” If you’ve ever told a caller, “I can’t understand you,” or “Huh” or even “What did you say?” you’ve been rude, whether you or “Huh” or even “What did you say?” you’ve been rude, whether you intended to be or not. It’s much better to stop, take full responsibility and intended to be or not. It’s much better to stop, take full responsibility and explain you’re having difficulty understanding. Say, “If you repeat it for me explain you’re having difficulty understanding. Say, “If you repeat it for me again, I’ll be able to assist you.” It’s a subtle difference, but a key one.again, I’ll be able to assist you.” It’s a subtle difference, but a key one.