It’s morning, you walk in to your office and read your emails. Wow! That important potential customer called last night and they want you to call back at noon today. You’re excited, you know your business backwards and forwards and you know you are perfect for this customer. This is it, now all that’s left is wowing the customer, but wait your answering service has made a stellar first impression for you, how do you make sure to keep the momentum they started? How do you connect with your caller? Luckily you have come to the right blog, with 50 years of experience in Connecting with our Callers AnswerPlus has this down to a science and we are more then happy to share our expertise with you.
Breathe. No really, breath. In for 7 seconds out for 11 seconds. When you Control your Breathing you stimulate your parasympathetic nervous system, which is your body’s natural relaxation mechanism. For individuals who suffer from anxiety the 7-11 breathing technique is a powerful tool in calming the mind, when we calm our mind we allow ourselves to a focus on the task at hand. Which in your case is connecting with your caller.
Now that your nerves are under control, relax! Smile, pick up the phone and speak to your caller in a cheerful tone. At AnswerPlus we encourage our virtual receptionists to smile while they are talking, it may sound silly but trust me it works. Your caller can hear your smile through the phone and not only will your own mood improve but your customer will respond in kind and you will instantly begin creating a positive rapport.
Do not be a negative be a positive When you are connecting with a caller it is not just what you are saying, it’s how you are saying it. When we keep ourselves positive our attitude changes, which is reflected in our exchange. Our caller perceives that we are interested in what they are saying, indicating that you not only appreciate their call but respect their time. When we let negativity rule our conversation we become despondent and give the impression that we have given up. When it comes to connecting with your callers positive brings positive and negative brings negative.
And last but not least, pay attention to your rate of speech. Be sure you are not speaking too quickly. When we speak quickly we imply insecurity, or worse, that you do not have the time to speak to your caller. Not to mention when we let ourselves speak quickly our brain cannot always keep up, we can end up saying something we otherwise would have not. On the flip side, do not speak too slowly, speak as you naturally would. Speaking too slowly insinuates that you are not paying attention to your caller, which is the exact opposite impression you are trying to make.
That’s it, connecting with your caller really is that simple. If these tips seem natural and obvious to you that is because they are. However, just because they seem obvious does not mean they are easier said then done. The next time you are on an important phone call take a moment to gauge yourself, don’t be surprised if you are guilty of more then one of our do not’s, it’s more common then you would think.
Stay tuned for more telephone tips.