I know, I know, you’ve heard this before, but smiling makes ALL the difference when you are speaking on the telephone. Remember that over 84% of communication on the telephone rests on the tone of your voice.
Smiling changes the tone of your voice, clarifies words and generally makes you sound like you care about the caller. These aspects stand you in good stead for any type of telephone conversation from the friendly call with customers to tense moments with prospects where you are wondering if you will get the sale – Smiling will make the difference in both scenarios and many more situations besides.
On very rare occasions I become very aware of a dramatic change in the mood in our office, because there are days where some of us feel all little below par. For example, not everyone’s a morning person, some don’t like Mondays and situations outside of the office inevitably spill over into work time. And on those types of days it can almost be impossible to smile at your colleagues, but as soon as the telephone rings (without fail) the person feeling under par answers the call sounding bright and breezy like they don’t have a care in the world. They do this, because they are a trained telephonist and have benefited from the results that the smile delivers. In our office, results don’t necessarily mean the ‘sales win’ it could be the fact that a difficult call was made slightly easier by our tone of voice and the friendly positive nature that a smile conveys over the telephone.
If you wish to make improvements to your overall telephone manner, becoming aware of your smile is a great place to start. Next time you pick up the phone, plant a smile on your face and reflect on the differences this makes to the call. If you do this over three weeks, it will become a habit and you’ll smile during telephone calls without even thinking about it and this will make a difference.
If you really struggle to muster a bright and breezy demeanour or at best a simple smile whilst answering telephone calls and you need some backup with telephone answering, Message Takers is here to help. Call me on 01858 439000 today!