Do you know how to behave when you’re on the phone for work? The Expert’s Guide to Business Phone Etiquette will teach you everything you need to know. Whether you’re making a call or answering one, certain protocols should be followed to make the best impression and get the most out of your conversation.
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What is Business Phone Etiquette?
When communicating over the phone, professional business phone etiquette is how you use politeness to represent yourself and your company. Proper telephone etiquette has a big influence on your firm since it demonstrates professionalism, creates a good first impression, and encourages customer loyalty.
Rules for Phone Etiquette
1. Answer Calls in 2-3 Rings
The standard for the telephone answering service sector is to answer incoming calls in three rings or less. Callers will have a favorable impression of your business if you answer their calls promptly.
Although three rings may not seem like a long time to wait, it is around 18 seconds of ringing time. Customers are more likely to hang up and call the competitors after waiting that long.
2. Actively Listen
It’s nearly impossible to comprehend a speaker’s message if you don’t give them your full attention. We go through four important steps for listening to customers effectively—paying attention to the speaker, encouraging them to disclose the purpose of their call, asking courteously for any information gaps, and repeating what you heard to confirm accuracy.
3. Speak Clearly
An excellent customer service experience starts with clear enunciation! Callers usually contact your company when they’re ready to make a purchase, so make sure they understand your call operators completely, or you’ll lose a transaction.
Along with using a clear voice, be sure to speak at a healthy pace. Speaking too quickly can give off the impression that you are impatient, and speaking too slowly can make callers feel as though they are boring you, which is not good etiquette.
Business Phone Etiquette Do’s:
Keep an eye on your voice tone.
The tone of voice assumes significance in phone conversations, where face-to-face interaction is impossible. To establish clear communication between both participants, a defined tone of voice is required.
Keep in mind that your phone agent’s manner and tone determine the result of the conversation.
Smile
Smiling when on a call, even though it may seem unimportant, has a significant influence! A grin may truly be heard through the phone, according to research. This is because when a person smiles, their voice tends to be more pleasant.
People are more inclined to smile when they hear your smile over the phone. You have a better chance of making your consumer feel heard and having a nice experience with your company if you have a lot of smiles. As a result, one of the most crucial aspects of excellent phone etiquette, we feel, is smiling.
Use The 7 Ps of Business Phone Etiquette
Always remember that good telephone manners necessitate being prepared, present, polite, patient, personable, professional, and proactive on the phone. You can have a bad influence on your caller experience if you do not follow all 7Ps, which can hurt the way you do business as well as your bottom line.
You Can Control The Call
A person’s tone of voice and attitude are all that a caller has to go on while deciding on the phone. A confident tone will have an edge over a weak tone will have an advantage A confident voice also commands attention, is less likely to be interrupted, and is more likely to reassure the caller or client.
Business Phone Etiquette Don’ts:
Don’t Give the Caller a Rush
You should never rush or interrupt a caller while answering the phone. When you interrupt someone’s talk, you’re implying that you’re already anticipating what they’ll say. It gives the impression that you believe you know what you’re talking about when you cut them off. It’s ideal to avoid interrupting someone because this is something that might cause a consumer to become agitated.
Don’t be afraid to express yourself
A confident tone is more likely to be heard over a weak one since it will command greater attention, trust, and minimize interruptions.
Don’t get involved in any other activities.
Always pay close attention to what the caller has to say. It’s easy to get sidetracked while talking on the phone and allow your thoughts to wander while doing other things like cleaning your desk or eating. The time you or your operators spend with the caller, on the other hand, should be dedicated only to the caller. An operator’s primary responsibility is to resolve the caller’s problem.
Angry callers are likewise subject to this principle. Even more so, if a caller is enraged, you must pay attention. Always keep your cool and listen while dealing with angry or irritated callers. Arguing with an angry caller will just cause them to become more aggressive and your operator to be unable to resolve their problem.
Maintaining Quality Checks is a Must
To ensure that your company has good phone etiquette, you must do thorough quality checks regularly. Make test calls to your company line and make sure your receptionists or contact center personnel are employing professional phone call handling practices.
Lessons Learned
For a good customer service experience, proper phone etiquette is vital. To improve your caller experience and your company’s image, share this advice on business phone etiquette with your customer care team.
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