The document provides tips for effective phone communication with customers. It emphasizes preparing for calls by focusing on the customer's expectations and goals. During calls, representatives should ask clarifying questions, provide advice and explanations to solve problems, and maintain a professional demeanor. The overall goal is to have smooth phone interactions that save time and avoid mistakes.

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Effective Phone Communication
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with Customers
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© 2011, Nadezhda Ivera

2. Main steps of successful
phone communication
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Pre-call planning
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"Moral" preparation before the call
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Searching for effective solutions
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Keep it professional
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© 2011, Nadezhda Ivera

3. Foundation
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Focus on
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Client's expectations Client's goals
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 Save time and obviate miscommunication later
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 Help to make the process smoother and quicker
 Avoid costly mistakes
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© 2011, Nadezhda Ivera

4. "Moral" preparation before the call
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Calm down  do not be aggressive / nervous 
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be friendly  smile
Think over unclear points to be discussed
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with the customer
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Make a structure of questions you are going to ask
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Consider how to persuade the client
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Sit up straight or how you feel comfortable
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© 2011, Nadezhda Ivera

5. Questions and answers
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Have a method or a system
Not to be afraid to ask the customer questions
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that will help
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Get the information despite the rush
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Be proactive
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Avoid assumptions
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© 2011, Nadezhda Ivera

6. Looking for the best solutions
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Show patience and Give advice and
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willingness to explain why you are
explain things in a giving that advice
way that customer
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can understand
Explain to the
zh Most clients
customer will respect
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all the factors your opinions and
that are involved appreciate that you
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and why you are looking out for
feel a certain way
their best interests
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© 2011, Nadezhda Ivera

7. Keep it professional
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Always stay professional
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while communicating with the customer
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Avoid things that could cause
customers to see you as non-professionals
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Remember that what you say and
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write can impact the relationships with the customer
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© 2011, Nadezhda Ivera

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Thank you for your attention!
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© 2011, Nadezhda Ivera