Tips For Non-Verbal Communication

 

Good telephone etiquette is important regardless of whether you are the person placing the call or the person receiving the call. When you place a call, good telephone etiquette includes identifying yourself and stating the purpose of the call. The principles of good telephone etiquette are most useful when you are the receiver of the telephone call.

Every time you answer the telephone, the principles of good telephone etiquette will help you make a good impression. The principles of good telephone etiquette are:

Your voice, your words, your attitude, and your body language all contribute to the image you project. In addition to visual cues, auditory cues—like the tone and quality of the voice, and choice of words—contribute to the all-important first impression.
On the telephone, however, the benefit of the visual cues is lost. The person on the other end of the telephone forms an image of you based solely on the tone and quality of your voice, and your choice of words.

When a customer calls your company, he looks to you to help solve problems, meet needs, or alleviate concerns. Every customer who calls your company deserves to talk to a competent, confident individual. Even if you don't know all the answers, speaking confidently will help you build the customer's trust.
There are techniques that can help you build the trust of the person on the other end of the telephone. The techniques for building a caller's trust are: