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.
Sniffles and Coughs
When you subscribe to my weekly blog, you'll immediately receive a chapter of The Phone Book - Essential Telephone Communication Skills.
What's The Phone Lady doing?
- One-on-one coaching with 6 amazing entrepreneurs - info about sales coaching here
- Designing a sales campaign - that includes phone conversations - for a waste management consulting firm
- Sales training on outbound calls for a team of funding specialists
- Sales training for a team involved in the digitization of workflows
- Client communication skills to a busy not-for-profit
- Sales training for financial advisors
- Training with new entrepreneurs for discovery call, sales and customer service conversations
- Cold calling for corporate education specialist
- Coaching with salesperson representing outdoor gourmet kitchens
- Coaching team representing a natural project for arthritis in dogs
- Webinar on upselling skills for insurance professionals
Do you or your team want to improve your communication skills? Do you have a communication question or challenge you'd like to discuss? I'd be pleased to connect with you to see if I can help. This quick-to-fill-out form is easy to use and you'll hear from me very soon.