Phone Skills: Use these examples for setting employee performance goals. Help your employees master this skill with 5 fresh ideas that drive change.

Phone Skills are useful to present a professional company image through the telephone to the customers while making them feel well informed and appreciated without necessarily seeing their faces.

Phone Skills: Set Goals for your Employees. Here are some examples:

  • To listen attentively to what the other person is saying without interrupting.
  • Ask appropriate questions and to seek for clarifications on issues not well understood.
  • Avoid unnecessary distractions whenever I am about to make a phone call.
  • To always speak in an inviting and positive tone to make the conversation relaxed and appealing.
  • To show the willingness of taking full control of a conversation especially if I am the one making the phone call.
  • To always try to address the caller by official names or title while conversing over the phone.
  • Not to use slang word or inappropriate language during a phone conversation and to respond appropriately with words like yes or no.
  • Learn to ask and put the caller on hold correctly and professionally.
  • Manage my emotions well especially when handling an irate or upset caller.
  • Use normal tone when making calls and do not to speak loud when it affects those around.

Phone Skills: Improve and master this core skill with these ideas

  • Maintain a positive tone. Always use a natural, enthusiastic tone while communicating either on the phone or verbally to keep your customers feel comfortable.
  • Clear enunciation. You ought to have the ability to understand what someone is saying through the phone conversations to build a productive conversation.
  • Be genuine in your communication. Use the formal greetings and accept greetings as well as a good conversation starter. Offer a firm handshake as a confident way to meet new people.
  • Address people by their names use the customer's or the employees? or the staff's names in addressing them personally.
  • Ensure all their clients are satisfied. Handle all the clients in a way that they are left pleased with your communication, service, and products.