Do you know how to behave on the phone when you’re representing your business? Many people don’t, and as a result, they wind up making costly mistakes. In this article, we will discuss 5 secrets about business phone etiquette that most people don’t know.
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What you should know about Business Phone Etiquette?
Calling someone on the phone is probably one of the oldest forms of communication. Yet, it is also one of the easiest methods to get wrong as many things can go wrong with a simple 5-minute conversation over the phone. When you’re on the phone, it’s important to act professionally.
Here are the 5 secrets you may not know about business phone etiquette:
Secret #1: Your voice is your brand.
The way you speak on the phone is an extension of your personal or company brand. Be aware of how you sound and make sure you are projecting the right image to your caller. When you’re on the phone your voice is the only thing that people have to go off of, so make sure it’s good! People can hear your voice if you are happy, tired, or frustrated. If you are unhappy it will be projected over the phone and this can reflect badly on you as an individual and also on your business.
• Sound professional over the phone with a clear speaking voice
• Lower caller’s perception of wait time
• Increase caller’s willingness to listen
• Put people at ease by addressing them on a personal level
Secret #2: Give the impression that they were a good call
When a client calls, you want them to feel like they’re your only priority. You can accomplish this by smiling when you speak on the phone; science has shown that people can tell if someone is smiling or not through their tone of voice. You will sound much more engaging and upbeat when you smile while talking on the phone. Clients will feel like you’re genuinely glad they called even if you aren’t.
- Smile and sound more upbeat on the phone
- Clients feel like they are your only priority
- You will come across as more engaging
Secret #3: Avoid Calling Late at Night or Early in the Morning
Everyone has a different set of working hours. Some people are night owls and others are early birds, but it’s rare for someone to be both. If you don’t know what time is best to call your target contact, try sending an email instead.
•Avoid waking up or disturbing someone late at night or early in the
•Call during normal business hours instead
•Leave a voicemail explaining why it was important for them to receive
your message as soon as possible
Secret #4: Be kind but concise.
Never underestimate the power of a smile. Even if your prospect or customer can’t see you, they can hear it in the tone of your voice. Smile while you are on the line with them and they will pick up on that good energy immediately! When speaking over the phone, remember to be pleasant but brief with prospects and customers. Avoid heavy breathing, long pauses, or rambling. A simple “hello” and a warm greeting is all that are necessary to get the conversation started!
• Improve customer service with a kind voice
• Connect with customers on a personal level
• Speed up the process by being concise
• Increase efficiency and productivity
It provides the idea that you know what you’re doing and aren’t wasting time addressing the issue at hand by keeping your conversations to no more than 3-5 minutes in length. Finally, bear in mind that if you do not have your own office, the majority of your talks will be heard and occasionally even listened to.
Secret #5: Provide further information and assistance.
Once you’ve answered the phone, and made initial contact with your caller, there are a few key components that will help to establish rapport. The first is offering additional information or assistance: if you can offer any type of extra service from the outset – like taking down their details for follow-up – this will help them feel valued as a customer. Second, always be polite and use a friendly tone of voice – even if the caller is angry or frustrated.
• Offer an additional service to stand out from all the others
• Help the customer feel valued and wanted
• Build rapport with a simple gesture of appreciation
• Always be polite to the caller, even if they’re angry
• Be patient and considerate to get them back on your side
• Remain calm and compassionate when resolving an issue
Remember that you never know who is on the other end of the line, so it’s important to maintain a professional demeanor at all times. Responding in an abrupt or unprofessional manner will only aggravate the caller and could damage your relationship before it has even had a chance to start. Finally, take care not to interrupt the caller – let them finish speaking before responding (even if you think you know what they’re going to say!). This demonstrates that you’re listening carefully and taking their needs seriously.
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