Q&A for How to Train Employees in Better Phone Skills

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Are there any other ways to be good at answering phones?

Jay Goninen
Automotive Expert
Jay Goninen is an Automotive Expert and the Co-Founder and President of WrenchWay. Jay started working in his family's repair shop when he was nine and has been deeply passionate about the industry since then. He has experience as a technician and is currently a Board Member for both the Diesel Technology Program at Madison Area Technical College and the Community Alliance for the Skilled Trades.

Jay Goninen

Automotive Expert

Expert Answer

Another way to improve your phone call-answering skills is by prioritizing making callers feel comfortable and building trust. Establish rapport with them to instill confidence and create a positive interaction. Additionally, aim to maintain a friendly and approachable demeanor to foster a relaxed atmosphere. Remember to balance professionalism with a sense of enjoyment to make the conversation more enjoyable for both parties. By focusing on these aspects, you can enhance your effectiveness in handling phone calls and create a positive impression on callers.

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Question

What's handy to have by the phone when taking or making company calls?

Community Answer

If you're working in a call center, a computer, notepad, and writing implement are all good ideas.

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Question

How to ask who is calling?

Community Answer

Just ask "May I ask who's calling?" If it's a call center or something of that sort, where people call for assistance with their accounts, you can ask, "May I have your name, please?"

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Question

How do I train my employees to make more effective calls?

Community Answer

Use role play with two employees and observe them, interjecting when their phone skills are not up to par. There are also video training programs available that may help.

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How do I fire someone I inherited and who cannot be retrained because of their old ways?

Community Answer

The same way you would fire anyone else. Let them know it's not working and that you'd be glad to help them find a new job and give them a letter of recommendation. See How to Fire an Employee .

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How can I end a call in a timely manner without being rude?

Community Answer

Try the classic, "I can't hear you!". If it's a client, try to make it sound as formal as possible. Say "I apologize, but I'm getting another call. Can I call you later?". To make it sound legitimate, download an app on your phone that has a telephone sound.

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How do I find training videos to help train my employees with better phone skills?

Community Answer

Do a search on YouTube and select the one that you feel would be most beneficial for your particular problem areas.

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What do I do if my boss is on a vacation day and a caller wants to speak to them?

Community Answer

Never say they are on vacation. Say they are unavailable until the date of return and see if there is something you can help them with or if they want to leave a message.

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