How to talk on the phone

How to talk on the phone

Talking on the phone in a professional setting is a seemingly simple but still sometimes daunting task. To keep your cool and handle client-facing calls like a pro, consider the following:

1. Take notes before the call: If you have the time to prepare for a client call ahead of time, do it. Using notes during a phone call will not only ensure that you report all relevant campaign updates and deliverables, but it will force you to think through any questions you may have for a client ahead of time.

2. Pay attention: Don’t use a client call as a 30 minute window to run an errand, make your morning coffee, or reply to emails. There will likely be valuable campaign issue area updates and directives from clients shared that you won’t want to miss.

3. Take notes during the call: Taking notes will help you pay attention and ensure that you record all client asks and campaign subject matter updates exactly as they were presented. These notes will be invaluable when responding to those client asks later down the line.

4. Pause before responding to questions: It’s natural to want to answer questions as quickly as possible to show off your expertise. Unfortunately, launching into an explanation too quickly, without fully fleshing out your response, can sometimes lead to mid-sentence improvisation that actually makes you seem less informed about a topic. To avoid mid-sentence mental gymnastics and to fully show off your professional prowess, take a few seconds before starting a response to collect your thoughts.

5. Ask questions: Don’t be afraid to ask a client for clarification on a project request or issue area update! Phone calls provide a great opportunity for you to improve your understanding of a campaign’s subject matter and in doing so, strengthen client relationships.

Emily Troisi