If your business involves a lot of phone calls, then you must maintain good business phone etiquette. Some people are not born with the talent to talk over the phone so this could be something that needs to be learned and practiced.
With these 5 tips about proper telephone etiquette for businesses, you can learn how to sound more professional and at the same time learn how to relate with your clients on a more personal level.
Table of Contents
1. Always begin a phone conversation with your name.
When you call a business, the receptionist may welcome you with courtesy and professionalism, but once the calls are transferred to various persons, all professionalism is compromised. Make sure you say your name immediately away when you answer the phone, whether it’s an internal or external call. Furthermore, to increase the chances of the caller hearing and remembering your name, you should pronounce it after your statement.
2. Smile.
Learn to smile when you say it to improve your greeting and tone. Callers can tell when you’re having a good day and when you’re having a terrible one because they can hear your voice. When talking on the phone, pay attention to your voice tone, volume, and posture.
3. Professionally place callers on hold.
Always act politely when placing someone on hold (which is the appropriate approach when you want to obtain more information, for example).
After that, you should always consider if putting the caller on hold is the finest solution. Will you be away from your phone for more than 60 seconds? Has the caller been on hold previously? If you answered yes to either of these questions, take down the number and call back at a good time.
If you haven’t replied yes, the first thing to do is inform the caller why you’ll be putting them on hold — but don’t break away from the conversation to explain this. If you do not resolve the problem, apologize for the caller’s wait, or if you did not solve it, take down the number and call back at an agreed-upon time.
4. Give all of your focus on the person who is calling you.
Slacking off doesn’t imply you can’t slack off because you’re hidden behind your phone. No one can see you, but if your attention isn’t completely focused on them, the person you’re speaking to will know. You should always provide your whole and undivided attention when talking to someone on the phone. Fidgeting with papers (which is frequently quite noisy on the other end of the line), eating, drinking, and conversing with coworkers are all examples of this.
Making them aware that they’re getting the attention they deserve by asking questions and taking notes – and letting them know you’re writing down what they say – can help them realize that they’re getting it. This old-fashioned sales approach works if you repeat some of the details of what they say back to them to show you’re paying attention.
• Stay focused and attentive while on calls
• Avoid distractions and give the person you’re speaking to your full
attention
• Maintain a positive image by appearing professional and attentive
• Eliminate the need to take notes or write down reminders
5. Use appropriate titles
When speaking to someone on the phone, especially if they are not someone you know, it is critical to use the appropriate title. Mrs., Mr., Dr., and so on are correct. Unless you have been permitted to do so, you should never call a caller by their first name.
Final Note
There are several strategies for enhancing your telephone demeanor and projecting a more professional image. Staying calm, providing accurate information, and being cheerful will improve your phone skills. While the individual on the other end may not be able to see you, if you smile, your voice will reflect it in terms of pleasantness and professionalism.
Key Takeaways
Even in the age of technology, phone conversations should not be taken lightly. There’s a good chance that this is their first contact with your firm when a consumer calls you. You need to make a good first impression and establish a cordial, long-lasting connection with the caller.
Good phone etiquette is a terrific place to start if you want to make your customers happy. When it comes to obtaining a picture of your company and what it stands for, this first interaction might signify a lot. Make them feel at ease by making them feel at ease in your house. People will feel more comfortable conducting business with you if you have good phone etiquette.
• Make your customer feel at ease
• Casual tone of voice creates a more relaxed environment
• Shows the individual that they’re an important part of the company
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