Top 10 Professional Telephone Skills – Hong Kong

As many as 80% of today’s generation sleep with their phones at night, but when it comes to talking over the phone professionally, most cannot do it, a research reveals.[i] Providing service over the phone requires special skills. A professional telephone operator needs to master their voice, telephone etiquette and problem solving skills to overcome the everyday challenges and create a perfect impression on clients. Here are the top 10 skills used by the finest telephone operators.


1 Telephone Etiquette Gain mastery over telephone conversations by training your voice, controlling conversations and handling angry clients
2 Communication Use the right tone, pitch and speed. Communicate with clarity and positivity
3 Active Listening Listen actively to understand customer’s needs correctly and quickly
4 Conflict Resolution Resolve conflicts by identifying needs, suggesting solutions and remaining patient and positive
5 Body Language Use positive body language to feel confident and happy
6 Emotional Intelligence Gain insight into emotions to keep yourself on top of difficult situations and people
7 Staying Productive Keep up your productivity by creating schedules, routines, using SMART goals and organising
8 Inter-Cultural Communications Overcome cultural differences by showing respect, asking questions and providing extra support
9 Basic Computer Knowledge Have basic knowledge of computers, including applications that you might use at work
10 Work-Life Balance Separate work from life, create separate goals for each, and spend time with yourself





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