techslog

The first thing is to be yourself. People respond to a personal touch, and not a script. Hopefully your comfortable in your own skin (and if not that is a different blog all together) and that ease will come across in a conversation.
Next thing to remember is to listen and learn. Sure your job is to learn what they are trying to address in their business, that is a given. But also listen to this executive as a person- what are his/her likes and dislikes, their idiosyncrasies, and details of their life. If need be write them down in their profile.

Includes things like:

Personality Traits- Is this person usually rushed and demanding, or are they amiable and accepting. Makes notes of this, so you can help adapt your manner to your customer’s mood.

Personal Details- Connect on a personal level by noting his family, hobbies and other non intrusive personal and job related information. Friendly inquiries such as “How was the weather at your house in Cape May last weekend” or “Did you catch the wine festival when it was in town last weekend” go a long way to cement your business ties. Whatever you do, don’t “pretend” to be a golfer or something other than who you really are- fake or forced connections are worse than none at all.

Contact details- Keep track of the dates you speak as well as the content of the call. This is not so you may bring it back up like an attorney and hold it against them, but to merely make note so you can follow up appropriately and let them know that you heard what they said at the last conversation. How do you feel if you speak to someone and they can’t remember the last conversation you had? Not good, and not likely to want to talk to them again. By reinforcing the last conversation in a positive fashion, it reinforces your commitment to their account and helps to build trust.

Honest communication and the willingness to listen can really be the most effective tools to help make telephone communication more effective.