Telephone Skills

How often have you telephoned another business and been either;

- Been treated rudely, or offhandedly?

- In a position to have to repeat your name as it has been misquoted?

- Made to wait without the person coming back to you at regular intervals to check whether you still wish to wait?

- Transferred to a number of people within the organisation, explaining your situation each time, and finding your level of irritation growing, as each one finds that they are not the person to provide the information you need.


Within any business, our frontline telephone operators are the shop front for our business. They can, if they are friendly and efficient, hugely enhance our business image. 

If our telephone operators are unhelpful, rude, careless, or are not taking ownership of customers' enquiries, (that is following through and finding the right person to phone the caller back), then they are not only failing to enhance our business image, they are likely to be losing business for us.

Can you afford that?

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