The 4 communication mistakes during The Telephone Communication and how to Change them

Undoubtedly, telephone communication is the most popular and necessary communication method for all businesses.

Through my experience in the field of training and consulting, I have found that telephone service people make the following 4 mistakes and turn their telephone communication into indifferent or even non-existent!

• They answer the phone indifferently and with very rough communication (as if they answer a personal phone) -> The same thing happens when they hang up the phone call.

Suggested Change:
Answer the phone with cheerful mood and positivity but also professionalism! At this time you represent the whole company / organization!

The same can happen at the end of the conversation: «Have a wonderful afternoon»

• They don’t say their own name and they don’t ask for the customer’s name as well

Suggested Change:
You can mention your name at the beginning, in the welcome and as soon as the customer tells you what he need you can say: «Can I have your name please?» and immediately then address with the customer’s name and ALWAYS to the plural.

• They get on autopilot and they’re robots that told them to say specific words without understanding the subject that concerns the customer.

Suggested Change:
Try to listen to what the customer is telling you and find out what is most useful for the topic that concerns them.

Forget the poems you’ve learned and Wake up to be present.

• They leave the customer on hold without informing him of what will happen and he is waiting a long time (then the line can hang up)

Suggested Change:
Initially it is necessary to inform the customer that we will put him on hold and come back no later than 1 minute ->

«Mr. Andreou, I apologize for leaving you on hold.»  

And if you can’t serve him you need to tell him that you’ll get back.

It’s time to change your communication and upgrade your customer service quality.

Click here to see the related seminar – Telephone Customer Service

Christofi Vasiliki
Communication, Soft Skills
NAMA Certified Anger Management Specialist, PR Specialist
Trainer and Coach