Importance of Phone Skills
Importance of Phone Skills
Importance of Phone Skills
Nayab Noor
Seat NO: -
P20721053
DEPARTMENT OF PUBLIC
ADMINISTRATION
Class: -
MPA (Previous) Section-B
Subject: -
Business Communication
Topic: -
Importance of Phone Skills (Report 2)
Course InCharge: -
DR. Saima
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Table of Content
1. Abstract 3
2. Phone Skills 3-5
3. Types of Phone Calls and Phone Skills
4. Importance of Phone Skills 5-7
Positive Attitude
Clarity and Strong Diction
Interpersonal Skills
Empathy and Sincerity
Active Listening
Professionalism
Organization
Politeness
Gratitude and Appreciation
Research and preparation skills
Leadership
Task and Time Management
Engagement and Interactive Skills
Technical Skills
Attention to Detail
5. Conclusion 8
6. References 9
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Abstract: -
Phone skills are the interpersonal communication skills. In today's world of phone skills
are as important as any other business skill. It is an important part of customer dealings
nowadays. There are many points one should know when making a phone call like
etiquettes, communication skills, customer service, problem solving skill and be polite to
everyone etc. Phone skills also involves the listening skill. So, as much as you paid
attention to groom your speaking skills, the same effort is needed for listening as to not
miss any important point in the conversation. In the modern times the phone skills have
great importance.
Phone Skills: -
Phone is the device which is used for the communication purpose. The literal meaning
of the phone is “far sound”. Phone skills are the skills that determine by the fact that
how you talk on the phone. Everyone knows how to answer but how well you attend the
client on the phone is what we called the phone skills. In phone skills some things
should be included like etiquettes (one should talk politely and listen to other party
attentively) etc. Phone skills are the interpersonal soft skills of communication. In the
modern era of technology, phone skills also play role if you want to be successful. It
becomes an essential part. In many cases, phone skills help to make a first impression
on the client or on customers.
Questionary Calls: -
Questionary calls are made for the interview and survey purpose so can also be called
as interview or survey call. This call is based on the questions so, your questioning skills
must be good and should prepare the questions beforehand. You should also know the
difference between the interview and survey as their patterns are totally different. The
interviews are more on the detailed side while the surveys questions should be precise
as to answer them in only yes/no.
Operator-Assisted Calls: -
This type of calls is expensive and also are very uncommon. In operator assisted call,
the operator worked as a medium between you and the other party. You should prepare
yourself before making a call. Once you have made the call than in precise yet in a clam
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manner talks about the matter. You should sound polite and patient, don’t give the
impression that you want to end the call as soon as possible.
Incoming Calls: -
Incoming calls are those type of calls on which you are on the receiving end. These
calls are made by either clients or customers. You should get ready with pen and
notepad to write down the important points. Pick the phone on the second ring don’t let
the other party wait for you. Listen attentively to what they are saying and give response
to them in a polite manner.
Screening Calls: -
Screening calls are similar to operator assisted calls. The only difference is that you are
on the receiving end. In screening calls, you should judge the other party in a friendly
manner and decide to pass the call to the designated person or to reject them without
embarrassing them.
Transferring Calls: -
Transferring calls are the calls which for some reason transferred to the other person or
from the other person to you. Make sure to deal them politely and if there is any
problem try to solve it.
Message Talking: -
Although message is not a type of call but it is also a very important part of the phone
skill. One needs to be as skilled in messages as in calls. Message can be a voice mail
or written both.
Information Calls: -
Information call is made to gather information. If you at the receiving end than make
sure to give satisfactory answers of the questions and be polite and patient. If you are
the one to made a call than you should make clear about what you want to ask and ask
every question in a polite way and attentively listen them.
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prepare for a meeting. If you are making an appointment for another person than tell
them about the time and place.
Complaint Calls: -
These types of calls are usually made for complaints and usually a negative experience
for the one who is receiving it. Prepare yourself to deal with this kind of situation and
don’t let your emotions to control you. Be polite to the other party and try to calm them
down and try to solve their complaint as soon as possible.
Collection Calls: -
Collection calls are made to money on the phone call. It is a very challenging job as to
convince the other party to clear the payment as soon as possible. For this, you need to
be calm and cool as to not lose your temper.
Telemarket Calls: -
Telemarket calls are made to sell your product on the phone. In this type, one should
have good salesman skills along with phone skills. In this type, one should call on
random numbers and convince them to buy their product. In this case, the person
should respond in the courteous and professional manner, give them accurate
information, be prepare for rejection and negative response, give them multiple
solutions and end call courteously.
1. Positive Attitude: -
When you interact with clients or customers over the phone, your attitude should be
positive. Talk in a polite manner with a smile on your face (although they could not see
your smile but can feel it) as it would give them a good impression. In any situation,
always be calm and cool and don’t lose your temper. By talking to them in a friendly
way, you would give them reassurance and be beneficial for business.
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3. Interpersonal Skills: -
You should start a conversation in a friendly way and should know about interpersonal
skills. Start the conversation with your name and company or product to introduce
yourself in a friendly manner. Talk casually so that the customer feels more connected
to you. Always talk with a smile and ask their name before going any further in the
conversation. Talk to them with your full concentration.
5. Active Listening: -
Active listening can build a more connection between client and you. Actively listen to
what they are saying and repeat their words to ensure or simply respond with yes or ok.
6. Professionalism: -
Speaking with clients in a friendly way is beneficial for business but the professionalism
should also be maintained. The most professional way of talking through phone is that
don’t let any distraction interrupt your conversation. Make sure that the connection is
also good as to avoid any mishaps.
7. Organization: -
Even on talking on the phone, you should be organized. Before making a call make sure
to take everything that is needed with you. It leaves a very bad impression if you hold
the call to gather the things so it's better to be prepare beforehand.
8. Politeness: -
In this report, I have been continuously using a word polite or politeness as it is the most
important feature in the phone skills. When you make a call make sure to be polite and
courteous from the beginning to the end. Politeness in the phone skills is really
important as it leave a good impression of you on your client. Even if someone is angry
and called for complaint the polite manner can sooth the anger.
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Show appreciation to your client and customer to give you the time from their schedule
and thank them at the end call to show your gratitude. By following these small things,
you can see the lasting effect and it will help maintain the relationship with client and
customers.
11. Leadership: -
Leadership skills are also an important part of phone skill as you are the one to lead the
conversation. The client or customer may get distracted and get off-subject than you
should be the one takes the conversation on point without them feeling anything. This
will lead towards effective conversation and helps you to stay focused.
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Conclusion: -
Phone skills nowadays becomes the essential part of the business communication. It
can make so many customers and clients for you all you need to do is to make sure that
you follow steps that is needed for the phone skills. Phone skills are the soft skills and
anyone can develop it by practicing it. Phone skills definitely more important in the
future. So, the person should have the strong communication skills.
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References: -
1. https://everythingwhat.com/why-are-telephone-skills-important-in-the-workplace
2. https://www.dexcomm.com/blog/effective-telephone-communication-skills-
improve-customer-service
3. https://www.encyclopedia.com/finance/finance-and-accounting-magazines/
telephone-skills
4. https://www.indeed.com/career-advice/career-development/phone-skills
5. https://www.insideselfstorage.com/archive/importance-phone-skills
6. https://careertrend.com/list-5461234-reasons-telephone-skills.html
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