Have you ever thought about the job of the average radio disc jockey? It is his or her job to be upbeat, engaging, and in-tune to the listeners' preferences. He or she must be up-to-date with the latest hits and play them often for the enjoyment of the listeners. And the job includes doing all of this 100% of the time. One grouchy moment "on the air" and thousands of listeners will call, email, and/or post their thoughts about such a misstep.

I ask the participants of my telephone skills class to consider the daily challenges a disc jockey faces. Why? Because they are similar to the challenges these participants face. For those who spend the majority of their time on the telephone they, too, are expected to be upbeat, engaging, and in-tune to their customers' preferences. They are required to stay up-to-date with key information. And, expected to do it all 100% of the time. Now you might be thinking, but a misstep by these service providers isn't heard by thousands of individuals, right? Maybe not, but remember that word-of-mouth advertising multiplies quickly. And it can be even more damaging than the disc jockey example, because people tend to exaggerate when repeating such stories. My advice - have your team members consider themselves "on the air" each time they take a call. With word-of-mouth advertising, their performance will most definitely be broadcast!

Here are some quick tips for maintaining excellent "on the air" telephone skills:

• Smile before you answer the phone. During my Disney days our star "repair service operator," JC, kept a mirror next to his phone. He used to look at himself and smile before answering each call. He was legendary for his pleasant telephone voice. People can hear the "smile in your voice!"
• Picture the caller (the way a disc jockey probably tries to picture his or her listener) and speak to them as individuals. Don't just go through the motions of answering questions or gathering and disseminating information.
• Listen to identify what the caller needs. Successful disc jockeys learn what their audiences want and they plan their programs accordingly. Don't assume you know the caller's needs or preferences.
• Unless you are selling burial plots, be enthusiastic about your products and services. If you do not demonstrate confidence in the solutions your organization offers, how can you expect your callers to believe in them? The disc jockey strives to create a "buzz" about his or her show, because doing so will boost the size of his or her listening audience. What are your team members doing to create a buzz about your products and services?

Click this link to learn more about the powerful program, Adventures in Attitudes. Attitude is half the battle when it comes to providing outstanding customer service and building an environment where individuals enjoy coming to work each and every day.