Speaking to clients for the first time can be particularly daunting. But having to talk to stranges on the phone appears to be a doubly stressful event for some accountants - trainee or experienced alike.
“Anonymous_student”, an AAT student working in practice confessed they have “never been very good socially” and never liked using the phone in public.
“I am OK if I am alone and no one is listening, however as soon as I have people around I struggle. Obviously as part of my job I am required to call clients to confirm or request information. This is very difficult for me as it is in an office environment,” they wrote.
The fear factor was raised by others listening in and the anxiety that a client might ask questions to which they do not know the answers.
One technique the student uses is to write out what they’re going to say before the call, but they still get sweaty palms and palpitations when they have to dial a client.
Have a little patience
Many AccountingWEB members recognised the syndrome and reassured the student that it was part and parcel of the job; eventually you get used to it.
[U]Refs8[/U], whose young staff members have experienced similar issues, advised: “It is more common than you realise. Just take your time, and do the calls at good times of the day, when your mind is fresh.”
Answering phones will get easier with practice, added [U]taxhound[/U], who can remember similar feelings at that stage of their career: "Continue to prepare for each call and take a deep breath! There will always be the odd call that does not go so well, but try to learn from them.
Practice makes perfect
Try practicing your call with a sympathetic listener such as a friend or family member. Write out three scenarios - calling HMRC, phoning a nice client and phoning a difficult client - and act them out. The role-play may seem silly at first but the more you try it, the better it’ll feel when you’re actually doing it.
When in doubt, write it out
Many members found writing out a list of what they wanted to cover before making a call or leaving an answerphone message was helpful. But they advised against writing out a verbatim script, which can sound unnatural and is may leave you high and dry if the client veers off course.
To combat the fear of clients asking questions you can’t answer to, [U]Kirkers[/U] suggested having a pre-canned line such as: “Sorry [client name], I don’t deal with tax, I’ll speak to my manager and send you an email/phone you back with an answer” or “I’ll write down any queries you’re having and address them in an email for you, if that’s okay, there’s a few bits I’d like to double check first before I advise you on that.”
Not just a trainee trouble…
http://www.accountingweb.co.uk/article/trainee-troubles-fear-phones/558902
Trainee troubles: Fear of the phones
Being a bit shy and not quite comfortable picking up the phone isn’t unique to trainees. Many other accountants commented that even after many years in the profession they were still reluctant to make calls.
As we have heard, phone phobia can be especially daunting when you know your seniors are listening in. [U]Seventax[/U] commented that have struggled with making calls over the years. But they advised the trainee not to be too self conscious, as other employees will probably be focused on their own tasks, or will simply zone out your voice as background noise.
Learning from your colleagues, instead of fearing them, may be the way to go, according to [U]GR[/U]. Listen to how they react and speak to clients on the phone and try to replicate their approach on your own calls. As the saying goes, fake it until you make it.
“This call may be recorded for training purposes…”
Record your calls and listen back afterwards to pick out points where you went wrong. Ask your employer whether you need the client’s permission before doing this.
If you’re feeling a bit more confident, ask a mentor to listen back for some guidance on what you could do better, [U]Moonbeam [/U]suggested.
Take a walk on the quiet side
A fellow trainee suggested going to a quiet place where you’re comfortable speaking. While this may be a good interim solution to coping with colleagues listening in, when you do get more comfortable conversing with clients on the phone, phase calling people in slowly from your desk or where others can hear.
If you’re not in a position to do this (ie you have a desk phone rather than a mobile), then before you make a call give yourself 10-15 minutes to prepare, with the last five minutes dedicated to taking 15 deep breaths and clear your mind of any worries or issues. [U]This mediation app[/U] we reviewed offers a few more stress-reducing tips.
To sum up
[LIST]
[]Prepare for a call by writing a list of bullet points about what you want to say
[]Find somewhere quiet to either make the call, or clear your mind beforehand
[]Be clear, to the point but friendly when the person answers the phone
[]Fake it until you make it - faking confidence even when your palms are sweating can lead you on the path to being confident
[]Don’t take any hostility/anger/impatience by the person you’re calling personally. They may be stressed or feeling angry about something entirely different, but it’s certainly not you - they don’t even know you!
[]If someone asks about something you can’t answer, simply take a note of their query and contact details, and let them know you’ll find out and get back to them. They’ll understand - nobody knows everything
[*]Give yourself a break - you’re only human, and not all of us are good at social situations or making calls. Remember you’re not alone, and try to relax knowing that the more you practice, the better you’re going to get.
[/LIST]