interlocutor Office phone

Absolutely nothing could be followed after failure of telephone communication for an administrative assistant. You run the risk of being branded not only incompetent, but also get a lot of negative characteristics, such as "stervozy", "mymry" and stuff, stuff, stuff. As shown, the period of professional adaptation, it is the work of the telephone service and puts forward a number of serious problems.

The beginning of the day - this is the phone calls. Awakened consciousness awakened body. But not always with a voice wakes him. And on the other end can not see any of your elaborate toilet nor a perfect make-up, only the voice becomes a working tool. It was he brings. Listless, wishy-washy, panting, with a husky overtones - all this has you a disservice.

Make the morning before the start of the working day a little articulation exercises, it will give an emotional charge. Articulation exercises can be repeated during the day, of course, alone. Now, the following rules to be not only in the morning, but also during the entire working day, again, will double the result. Talking on the phone, keep your abdominal muscles and buttocks tightened, strain them and not "spread" in a comfortable office chair. Your voice will get support, not "leave the stomach." And at the end of the day you will not feel the pain of tension of the vocal cords, the voice will remain vigorous and sonorous. The main condition of success - training, constantly, daily, persistent.

"Speak, that I saw you"

So he instructed his disciples to the ancient orators. No less useful to follow this advice now.

So, the phone rings. Office - not the house. You can not do with faceless "Hello", "Yes ...". It is best to call the company, which make up most short version: "... The company listens. Hello! "However, even with this short sentence, remember that this is a presentation of your company and your professional self-presentation. Be sure to smile at the same time, it does not matter that you do not see. Phone will give all shades. Give your smile voice of kindness and willingness to communicate. Manage your voice, giving it different shades. Of course, genuine interest. Greeting "Hello" - is a wish of health, not on duty phrase. If the first part of the sentence, when you call a company, should sound clarity and vigor, the "hello" should be pronounced with a touch of softness and warmth.

"Until the voices of beauty - you might say, when a customer calls and" pours "on your poor head flow is not compliments." And here is the answer strengthen-ing. Before Beauty! Plus, patience, kindness and emotional endurance.

Leaders need to convey information about who called in his absence. On the question of how to spot whether your boss, set your counter-question: "Who asked him, introduce yourself, please!" And then you tell about the time of your boss, and if you are not sure of his discipline, offer to leave a phone number, that allows you to call back. You ask whether you can do something to help, with whom the client might still like to discuss the problem. In this case all the same courtesy, kindness, smartness.

The customer is always right. Is it always?

That the rights of the client, a well-known doctrine, but agree that in all situations. Typically, you apologize. Do not be afraid to apologize if you feel guilty. Firstly, it will disarm the customer, and secondly, will cause him respect. After all, can only confident and mature people to the apology. But in any case, even during the conflict when a client "unleashes" the flow of claims on the work of the company, or your colleagues, you must remain calm and confident.

How easy is it? Of course not. But you have to in this situation "explosion" to control aggressive talker, but he is not you. Learn to manage conversationalist. Understand for yourself that with all your devotion and love for the company, still did not criticize you personally. First you need to help the other person to reduce his inner tension.

So, the first rule. Give partner "let off steam". Listen to him, not rejecting "out of hand", using speech support, or on the other end of strenuous efforts, there will be concern, whether it is listening: yes ... it is clear; I'm listening ...; I understand you ...; so ... so ... of course, and so on. n.

Most people, when they cry or they are charged, too, shouting in response to, or are trying to give up, to keep silent, to extinguish the anger of another. Both of these positions are not effective.

Put yourself in the position of a teacher who knows his job better than the pupil, and thus it automatically raises your status, you have become the leading party in the conversation: after losing the small, win in the main.

During an angry monologue try to understand the essence of the claim, it is best to burn. Do not be afraid, even if the customer is wrong to agree with him: I understand you perfectly ...; in your place I would have been annoyed, outraged ...; You are certainly right ...

Seizing the moment, if the client is not given immediately, and ask him to give his name and patronymic, be sure to write them down, God forbid, louse, better ask again in this situation.

Use the personal appeal immediately, but some time later. Appeal to the name will help you move to the next stage of the conversation. Repeat yourself (if you have time to understand it), or ask your partner to repeat the main claim, but tell me (do not forget about the tone of sincere sympathy) that have to be taken into account only the facts and objective evidence.

Ask formulate the desired end result, mutually acceptable solutions. Appropriate and reference to the positive qualities of life:.. "You, as a knowledgeable expert ... as an honorable man ... as a clever man," etc. If you solve all possible, assign the time and meeting, and it is best to take a position and to call back the most when you are in it will be ready by yourself or your colleagues.

The most favorable impression on people produces a response to the criticism, which contains specific commitments about what will be done to improve matters, with specific deadlines and real opportunities.

Do not ruin relations

Regardless of the outcome, you have to maintain its goodwill to the end, to finish the conversation in a positive way. Expressed his respect voice and words, do not change the location of the customer or partner will express regret for the difficulties encountered (but not indifferent tone).

Of course, the winner you will not always, the conversation can end and so that the other person sends you have guessed where. The main thing - do not dwell on failure, and you have no right to insult, you have a right to constructive behavior. With time and experience generated by skill, and you will flexibly manage their partner in communication, you will certainly ocharuete his interlocutors on the phone and give them a great opportunity to show you their respect.