Top 10 Professional Telephone Skills – Singapore


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.

 

1  

Telephone Etiquette

 

 

Gain mastery over telephone conversations by training your voice, controlling conversations and handling angry clients

 

2  

Communication

 

 

Use the right tone, pitch and speed. Communicate with clarity and positivity

 

3  

Active Listening

 

 

Listen actively to understand customer’s needs correctly and quickly

 

4  

Conflict Resolution

 

 

Resolve conflicts by identifying needs, suggesting solutions and remaining patient and positive

 

5  

Body Language

 

 

Use positive body language to feel confident and happy

 

6  

Emotional Intelligence

 

 

Gain insight into emotions to keep yourself on top of difficult situations and people

 

7  

Staying Productive

 

 

Keep up your productivity by creating schedules, routines, using SMART goals and organising

 

8  

Inter-Cultural Communications

 

 

Overcome cultural differences by showing respect, asking questions and providing extra support

9  

Basic Computer Knowledge

 

Have basic knowledge of computers, including applications that you might use at work

 

10  

Work-Life Balance

 

 

Separate work from life, create separate goals for each, and spend time with yourself

 

 

Sources

 

[i] https://jive.com/resources/blog/phone-etiquette-workplace/

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