How to Keep a Professional Balance between Speaking & Listening during Telephone Conversations
As we receive a high number of calls each day here at Message Takers we learn how to keep a professional balance between speaking and listening during telephone conversations. On an incoming call listening is a higher priority, because the customer has made the call to deliver or seek information from us and we need to gain a quick and thorough understanding of the nature of their call.
In many cases, when you make a telephone call, you are found to be the one who does most of the talking, because you have a reason for making the call. It is really important for the person on the other end of the phone to listen and respond to your enquiry, questions or information.
If you are receiving a call there may be information the caller gives to you that needs to be shared with a colleague, so it is important to understand the information you are receiving. In this instance as the receiver of the call, you will need to ask relevant questions. However, this needs to be done without interrupting the caller as they are speaking.
Collecting information from callers is commonplace for us at Message Takers, because we would be taking a message for a client on most of the calls we receive. We are conscious that the information we collect needs to be accurate, which includes details such as email addresses or contact telephone numbers. We find ourselves asking callers to repeat details quite often during a day and we also automatically repeat the details we’ve collected back to a caller to ensure they are correct.
The most crucial time to listen is when a customer is not happy. It is vital to let them speak, but not just as a way to calm them. It is also important to gain a very clear understanding about the nature of their complaint. It is always very tempting to interject and throw solutions at them as a reactive response. We would advise against this until you are wholeheartedly sure about the full extent of their issues. However, if the caller is shouting or becoming abusive you should attempt to give warnings to them about their tone, but do not shout back, you must detach yourself from their anger as much as possible and remain calm in your response even if this gets to a point where you have to warn them that you are going to hang up the phone if they continue with their abusive tone.
An aspect that can upset the balance between speaking and listening on the telephone is time. You may be under pressure during the day and attempt to hurry telephone conversations. This often means that calls take longer, because the person on the other end of the phone may misunderstand information in your haste to impart it quickly. So, it is always important to weigh up time and efficiency on calls. Do not rush, it only makes the process of a telephone conversation take more time.
Message Takers is an established telephone answering company with almost twenty years experience of telephone answering. This has given us a lot of time to get the balance between listening and speaking on the telephone right for customers. Do call us if you require assistance with telephone answering on 01858 439000