Whether working as customer support or an employee for your local company, observing
phone etiquette is essential in any business operation.
Proper phone etiquette fosters understanding and trust while displaying professionalism.
Phone etiquette ranges from fast responses to calls, to using the right tone and language
when talking to clients and partners affiliated with your company.
Besides, these same principles are helpful in daily phone conversations between family
and friends, as they facilitate proper understanding.
In this video, we will describe and discuss some phone etiquette tips you should know
and practice.
1.
Answer The Call Immediately
Fast responses to calls from customers or clients builds credibility.
Customers tend to be impatient and appreciate quick replies, especially when they’re seeking
a solution to a problem that your business or company can offer.
If they call within a time you aren’t available to attend to them, let them know when you’ll
be ready for them again.
Also, let them understand the reasons why you can’t immediately serve them, and make
it straightforward so that they don’t feel ignored.
2.
Introduce Yourself Before Getting Into The Conversation
Once you receive the call, introduce yourself so that your customers or individual on the
other line, knows who they are speaking with.
You may have to field a call for your boss or fellow employee when they are not around,
and introducing yourself lets the person decide if you can help them or not.
Besides, immediately introducing yourself enables the caller to open up about the issue
that needs attention, thus building credibility.
Quick introductions bear equal significance in casual phone communications as well.
It lets the caller know whether they dialed the correct number and if they’re talking
to the person they intended to speak with.
3.
Use Proper Language
Never undervalue the importance of using courteous language when engaging in phone conversations.
In businesses and companies, formal language creates a subtle atmosphere of professionalism.
Besides, formal language fosters quick understanding between you and the caller.
Therefore, avoid using hurtful and demeaning language or a tone that could irritate or
offend your caller.
Evaluate your tone and choose your words correctly to build a concerned and caring persona for
your customers or clients.
When speaking with friends, family and acquaintances, know your audience and speak or utilize language
that is appropriate or comfortable.
4.
Sound Enthusiastic
An incredible way to properly engage your caller is to sound enthusiastic in your tone.
It helps a lot in business calls, especially when responding to clients and customers.
Sounding vibrant makes you appear interested and ready to engage in the conversation.
Callers detest being answered to with insipid tones.
It makes them seem bothersome, and they’re unlikely to call again or engage your business
or company in the future.
Losing a customer because of low enthusiasm isn’t worth it.
5.
Speak Clearly And With The Right Volume
It would be best if you came out clearly and expressively when conversing over the phone.
Mumbling makes you incoherent and impedes communication between you and your caller,
regardless of the nature of the call.
If you think about your own conversations, how many times has a customer service rep
spoken their name, but you were unable to make out their name.
You either hear their name and acknowledge that fact.
Or, you hear their name and go right into your concern or comment.
However, in most instances, you can’t clearly hear their name, and you decide to ignore
that fact, or choose not to ask them to repeat their name or who you are speaking with.
It happens more times than you may realize.
If answering a business call, sit straight to allow your voice to come out clearly.
Avoid clenching your phone between your head and shoulders while multitasking, as this
eats your voice.
Also, remember to vary your voice by not making it too low or extremely loud.
Understand the caller and decipher the nature of the call before proceeding with the conversation,
as this will be crucial in determining the tone to use.
6.
Be Honest With Your Answers
If the call isn’t meant for you, you don’t have the time to engage in a meaningful conversation,
or you can’t help the caller, let them know immediately.
It would be rude to impersonate someone else or covering for a role that’s not meant
for you without letting the caller know.
In the case of a business call, customers or clients can sometimes ask baffling questions
that require precise answers, and misleading them can shatter your credibility.
If you don’t know the exact response to their inquiries, please let them know and
offer a little apology to appease them.
7.
Ask Before Putting Someone On Hold
Putting someone on hold without informing them makes you come off rude and uncouth.
It also makes you appear less concerned about the call and that you’re not ready to focus
your attention on your caller.
Although sometimes calls get interrupted midway, it can be impossible to avoid them, especially
if they bear optimal importance and may require you to put your caller on hold.
But, ensure that your caller understands the gravity of the interruption before putting
your caller on hold.
If you are unable to do so before putting them on hold, when you return to the call,
offer a quick and concise explanation and apology in regard to the interruption to foster
clear communication and rapport.
While personal calls and conversations will always be important, phone etiquette is even
more essential in the contemporary business world.
Phone conversations are the most sought-after forms of quick communication to exchange information
precisely and accurately.
Besides, proper phone etiquette fosters good relations and coherency between people in
casual settings, including friends and family.
Therefore, always employ proper phone etiquette to enhance understanding and to build credibility
and trustworthiness.
What other tips would you add?
Share any tips with us in the comments.
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Until next time.