As many as 80% of today’s generation sleep with their phones at night, but when it comes to talking over the phone professionally, most cannot do it, a research reveals.[i] Providing service over the phone requires special skills. A professional telephone operator needs to master their voice, telephone etiquette and problem solving skills to overcome the everyday challenges and create a perfect impression on clients. Here are the top 10 skills used by the finest telephone operators.
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Gain mastery over telephone conversations by training your voice, controlling conversations and handling angry clients
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Use the right tone, pitch and speed. Communicate with clarity and positivity
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Listen actively to understand customer’s needs correctly and quickly
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Resolve conflicts by identifying needs, suggesting solutions and remaining patient and positive
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Use positive body language to feel confident and happy
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Gain insight into emotions to keep yourself on top of difficult situations and people
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Keep up your productivity by creating schedules, routines, using SMART goals and organising
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Overcome cultural differences by showing respect, asking questions and providing extra support
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Have basic knowledge of computers, including applications that you might use at work
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Separate work from life, create separate goals for each, and spend time with yourself
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Sources
[i] https://jive.com/resources/blog/phone-etiquette-workplace/