Effective Communication Hints and Tips for Call Skills

Jan 27

Set the Stage for Success

  • Begin with a professional and friendly tone to establish rapport.
  • Be direct and clear in your communication, avoiding unnecessary small talk.

Listen Actively

  • Demonstrate attentiveness and empathy through your responses.
  • Allow the customer to speak without interruption.

Master the Opening

  • State the purpose of the call clearly to establish direction.
  • Use appropriate pausing techniques:
  • For outbound calls: Pause after stating the purpose.
  • For inbound calls: Move directly to "Facts on the Table".

Control the Conversation

  • Be prepared for each call to maintain control and show professionalism.
  • When dealing with suspicious voices, answer one question and politely ask yours.

Avoid Common Pitfalls

  • Maintain a business-like tone, avoiding overly casual language.
  • Speak at a moderate pace – neither too slow nor too fast.
  • Project confidence, especially when discussing financial matters

Remember

Each call is an opportunity to assist a customer with their financial situation. Approach every interaction with care and readiness.