Improve your communication skills – Part 1
by Citrix Online

Most IT professionals don’t realize that their communication skills are just as important as their technical abilities. When it comes to hiring new support staff or promoting team members, communication skills are among the top qualifiers managers look for. Don’t let poor communication skills hold you back.

Here are three easy-to-follow tips for improving your phone etiquette:

• Identify yourself – Some callers perceive it as arrogance when the person on the other line answers with just a quick “Hello.” Don’t assume that callers will recognize your voice. If you don’t answer with your name, the caller may wonder if they called the right number, or be forced to ask who you are instead of getting to the point of the call. To avoid any misunderstanding, simply answer with a courteous greeting including your name.
  
  
• Perform warm transfers – When callers reach you by mistake, don’t just tell them they have the wrong number and hang up. Also, when you need to have callers stay on the line while you transfer calls, be sure you give them some explanation for the transfer or process. Take the time to understand who the caller is trying to reach, find the contact information in your company’s directory, and then give it to the caller before you make the transfer. When you transfer the caller to the right person, announce the caller to that person before hanging up.
  
  
• Respond to messages in a timely manner – It’s unprofessional to assume that a caller will call back after leaving a message if the problem is important. Never assume that voice messages are unimportant. Make it a habit to check your messages on a regular basis and respond to them in a timely manner. The new generation of IP phone systems has a very convenient feature that integrates with email servers and will notify you via your email inbox when you have a message.

If you interact with end users on a regular basis, following these three tips will help you build a reputation as a good communicator with professional phone etiquette. Be sure to read Part 2 in next week’s SSPA News for tips on how to easily improve your face-to-face communication skills.

About Citrix Online
Citrix Online, a division of Citrix Systems, Inc. (Nasdaq: CTXS), offers the leading Web-based access, support and collaboration software and services. The division offers Citrix GoToMyPC®, the easiest-to-use solution for remote, secure and managed desktop PC access over the Web; and Citrix GoToAssist™, the most secure, reliable and powerful solution for Web-based technical support and customer collaboration. Citrix Online products are used by more than 4,000 companies worldwide, including Cisco Systems, Siemens, Intuit, Cablevision and Microsoft Business Solutions. The division is based in Santa Barbara, California, and is on the Web at www.gotomypc.com, www.gotoassist.com and www.citrix.com.