Sniffles and Coughs

September 14, 2009|Mary Jane Copps
Tweet
Share
Share

Last week someone complained to me about a customer service experience they had with one of the big telephone companies. The woman who served them had a very bad cold and kept coughing right in their ear. Very irritating, they said. If you have the flexibility to stay off the phone while in the depths of a bad cold, do so. When you are using the phone properly, you actually “work” your vocal chords so with a cold it is very easy to find yourself coughing and even losing your voice more than usual. Of course, many people don’t have a choice – cold or not they have to be on the phone. So, just as I’ve mentioned below, put the problem up front. “I’m sure you can tell I’ve got a bad cold. I hope it won’t interrupt our conversation too much.” Also, just as you would if you were speaking with someone in person, say “Excuse me”, move your head and cough away from the phone. Or even press the hold button. This is cetainly preferable to coughing directly in someone’s ear.

Tweet
Share
Share

Leave a comment

When you subscribe to my weekly blog, you'll immediately receive a chapter of The Phone Book - Essential Telephone Communication Skills.

NEW

Topics

Tags

answering the phone art of conversation asking questions b2b phone communication b2b phone sales b2b sales business relationships client communication cold calling conversation skills customer excellence customer experience customer loyalty customer relationship management customer retention customer service customer support difficult communication difficult conversations email communication entrepreneurs etiquette follow up inspire conversation leaving messages listening skills phone customer service phone etiquette phone fear phone phobia phone sales phone sales techniques phone sales training prospecting sales calls sales performance sales process sales skills sales strategy sales success sales training selling by phone small business storyfinding voicemail

What's The Phone Lady doing?

  • One-on-one coaching with 6 amazing entrepreneurs - info about sales coaching here
  • Creating client communication module for college students studying design
  • Remote learning experience for financial advisors
  • Remote learning experience with new business owners on creating their sales process
  • One-on-one and team coaching for a firm representing natural products for arthritis in dogs
  • Remote learning experience on both discovery and sales calls for new startups
  • Team coaching with a national moving company to refine their sales process
  • In-person team coaching with marketing company
  • Remote phone skills workshop for North American orthodontist firm
  • Working with translators to present The Phone Lady in France
  • Free sales workshop at the Halifax Central Library
  • Phone skills as a job search tool for those starting their career

Do you or your team want to improve your communication skills? Do you have a communication question or challenge you'd like to discuss? This quick-to-fill-out form is easy to use and you'll hear from Mary Jane very soon.