| > | | | | them get it off their chest. By not interrupting |
| | | | them, you allow them to fully explain their side of |
| Every now and then you may find yourself on | | | | the story. |
| the phone with a difficult caller. Someone might be | | | | Listening skills is a critical part of telephone skills. |
| complaining about your products and services or | | | | Use active listening to show that you understand |
| want to express their unhappiness about | | | | your caller. It means that you should state what |
| something related to you or your organisation. | | | | they tell you in your own words back at them. |
| These calls can become quite emotional and may | | | | This way they will be convinced that you have |
| put you off completely if handled wrongly. | | | | been listening and also minimises any chances of |
| Fortunately there are techniques you can use to | | | | miscommunication. Take notes while you are |
| remain in control of the conversation and address | | | | listening to prepare your statements when the |
| the needs of the caller. This article explores a | | | | time comes to say them. |
| number of useful telephone skills techniques. | | | | Empathy |
| Understanding Your Caller | | | | An angry caller is distressed and is potentially |
| First you must understand that your caller is a | | | | emotional. A great way to communicate with |
| customer, a potential client and someone that can | | | | them is to empathise with them. Say, |
| bring more business to your company. If you | | | | sorry. It’s a simple word. It |
| handle it well, you customer will not leave you for | | | | doesn’t mean that you accept everything |
| your competitor and is likely to stick with you or | | | | they say, but it is a powerful word that suggests |
| be impressed by you having handled their issue | | | | you are prepared to correct your actions (or |
| well. After all, good telephone skills is also good | | | | company’s actions) when necessary. |
| sales skills. | | | | People who refuse to say sorry would appear |
| Don’t Blame it On Others | | | | more arrogant and can entice the caller into a |
| If your caller is upset about something, | | | | more confrontational state. |
| don’t dismiss their feelings or blame your | | | | Emotions Are Contagious |
| colleague on mishandling them. A customer will see | | | | If you shout back to an angry caller, your caller |
| you and your colleague as part of one entity; | | | | will not become less angry. To stop the escalation, |
| your company. Usually, when someone is upset | | | | you need to do the opposite. This means you |
| and difficult is because they think they have been | | | | need to remain calm and non-confrontational. This |
| treated unfairly. Passing the buck only confirms | | | | is usually easier said than done especially when |
| their fear that they are indeed treated unfairly | | | | you are under verbal attack. However, you should |
| and they would get even angrier. Instead, you | | | | always be aware that as soon as you get |
| should move the conversation away from blame | | | | emotional and angry, you are moving away from |
| to finding common ground and a solution that is | | | | resolving the conflict and are escalating the |
| satisfactory to both of you. This allows you to | | | | situation. The only way to resolve it and establish |
| move forward. | | | | a common ground is to reduce the emotional level |
| Listening Skills | | | | of the conversation which is entirely up to you. |
| A critical part of telephone skills when handling | | | | Use time, take a deep breath, ask to call back, |
| difficult people is to listen to them carefully and | | | | smile and remain calm to handle difficult calls. |
| show that you are indeed listening. When they | | | | A great way to practice handling difficult people |
| talk, don’t interrupt them. This allows them | | | | and telephone skills is by getting trained in a |
| to express their concern fully. Remember, callers | | | | controlled environment. Organisations can also |
| who are upset might just be interested to voice | | | | benefit from telephone skills training materials to |
| their concern and simply want to be heard. That | | | | set up their own customer courses and reduce |
| might just be enough to cool them down and let | | | | their training costs. |