It is very easy to talk on the phone, it is so familiar and everyday that we are able to do it without receiving classes on how to do it. It may even seem ridiculous to invest time in applying some good practices that improve our learning system, we become “self-taught” in the use of the telephone.
Incorrect handling of conversations on the phone during a conversation causes conflicts such as:
- We waste time on the caller.
- We use our time and the resources we have to make or answer the call incorrectly.
- Unnecessary increase in the landline or mobile phone bill and the hours spent handling calls.
Managing a call effectively means taking advantage of our time on the phone, that of others and the resources at our disposal, not privatizing the time of others, taking full advantage of the investment made by the company in technology and that puts within our reach to help them do our job and manage our time effectively.
It is necessary and urgent to apply good practices in the use of the telephone among other measures and FMIC will give you some tips that work on company phones and private phones.
As we already know that we lose track of time on the phone, expecting us to be constantly alert in every call we make is difficult. Therefore, it is best to apply good practices in the use of the telephone that teach us to naturally perform actions that we unconsciously apply without having to force ourselves to put them into practice and what better school than the company itself where we spend 8 hours each day and one of us a third of that schedule attached to the phone … Well, practice! The more you practice, the more familiar the application will be and the faster you will get used to doing it correctly. The company and your pocket will thank you.
Good practices and customs in the use of the telephone in the company.
They are small tips that are easy to apply and very effective.
At the moment they establish a commercial relationship with our company, the image that will be formed of our company, whether we want it or not, will be what we project with our attitude.
A supplier has customers, he is a client of other suppliers, the image that is created of our company will be the one that we transmit as professionals. The effective management or not of our time and yours, will be an important contribution to that image.
1.We receive a call from a provider directly on our phone.
- We must try to answer the call from our provider at the time it occurs.
- If a provider “always calls at the worst of times” we will provide a few hours to make it easier to locate. We are doing them a favor and we are avoiding having to call him back with the consequent expense and the possibility that he may not attend us this time.
- If it is not possible to attend it, we must at least ask you to call us later, providing an approximate time.
- If we answer the call, we must respond to your requests as quickly as possible to avoid getting into ambiguities and cause the conversation to go on longer than necessary. You can be courteous, kind and effective, without getting heaviness.
2.We must make a call to the provider
- There are occasions that we know in advance that the conversation we need to have with a provider will be long. In these cases, if possible we must send an e-mail communicating the need to talk with him and indicating the time you will be available and the topic in which the conversation will be so that he is prepared and avoid delays looking for data.
- If we have called the provider and you are not in the office or are communicating, we leave the receptionist of your company for the provider to call us back, indicating at what time it will be more possible to reach us. It is possible that the operator of your company is trained in these techniques of call management, in this case, you will answer that we call later or even give us an hour to locate it, we will kindly decline the offer and communicate. Call us when you can. It must be the provider who treats us as we need, adapting to our customs and pace of work, it is human to establish personal relationships with our suppliers over the years, but we must not lose sight of our main objective.
- It is interesting to agree with the provider on “scheduled follow-up calls”, they can be weekly, biweekly, monthly, etc … These calls are characterized by the provider, we can write down the questions or doubts that can wait to be answered a time and take advantage of your call to communicate.This system establishes a supplier / customer contact that benefits us in the short or long term. Punctual offers in duration, in stock, etc., over time it is done in an automatic and organized way. The provider will thank you, because we provide a fixed route of access to us.
- Performing this type of action does not mean that the relationship we have with the provider deteriorates if we apply them with patience little by little and with common sense. It is essential to maintain good business relationships with the supplier and more than it is we who dominate the situation. “A supplier today, can be a customer tomorrow”.
- In the event that our provider provides us with a mobile to locate it, which is as a second option, it may be that when we call the mobile phone, it cannot assist us. In these cases the call should be completed in a maximum of two minutes and we must not provide confidential data, we must not forget that it can be in another client of yours and our competence, without knowing it.
- Given the possibility of calling a landline or mobile, choosing the landline, the benefits, comfort and clarity in the conversation will facilitate the call.
- Sometimes, we have the need to contact a person, whether a provider or not and we call, an answering machine informs us of the office hours. We must take good note so that next time we do not make an unsuccessful and expensive call.