Have you ever wondered, "What Your Voice Says About You?" Quite frequently, we discuss the art of marketing our businesses, how to direct traffic to our websites, selecting logos, etc.  However, impressions of you are formed constantly by your spoken words. 

"Man does not live by words alone, despite the fact that sometimes he has to eat them." Adlaie E. Stevenson

Your personality is conveyed solely through your words and the tone of your voice, when using the telephone.  So in essence, your telephone personality reinforces the caller's perception of both you and your company.  Your company is judged by each voice that speaks for it over the telephone. 

The following techniques may help polish up or develop good telephone habits.

• Role play between co-workers, (someone plays the role of a client, the other plays the service provider) open discussion about the interaction amongst staff
• Prepare a proper telephone greeting, which provides your company's name, your name and a question of how you may be of assistance
• Learn how to enhance your listening skills.
• Develop a method to handle complaints and emergencies
• Learn how to work the telephone functions
• Keep a mirror at your desk, to help decipher when your facial expressions are changing between a good call verses a bad call
• Learn to recognize your voice images and ways to develop positive voice images

These techniques have helped me and I hope someone else maybe able to benefit from using them as well. 

Telephone etiquette provides a means to develop positive telephone habits and promoting good manners.  Communicating professionally means every person in your company treats every customer courteously.  Becoming a better communicator is vital for all business types.