Apart from email correspondence, the telephone is one of the most essential means of communication today. In business, people use the telephone as an important tool for relaying important messages. Therefore, office employees must possess proper telephone manners and etiquette. When your organization performs direct contact with your customers such as that of a telemarketing business, you should know how to make phone calls and answer calls with professionalism. Customers are the main source of income and the lifeblood of a business, and if they are not treated well even in a telephone conversation, your company will lose clients.
In dealing with customers or other people on the phone, it is important to remember that telephone communication is not a substitute for person-to-person conversations. With this kind of conversation, we are not able to see the facial expressions, body gestures and reactions of the person we are talking to. In addition, we cannot see what the other person is doing, cannot lip-read what the other person is saying, and the use of illustrations for better understanding is not possible. It is because of these limitations why a company needs to evaluate if the employees manifest proper telephone skills. Having good telephone etiquette is vital and imperative for effective business communication.
Answering the Phone Professionally
Each and every individual in an organization must know the basic telephone skills. In answering a call, your opening should consist of a greeting, your name, company name, and offer of assistance. The first 6 to 10 seconds gives your caller an impression of you and your company. So, always sound friendly and enthusiastic when answering a call. A lousy and unfriendly tone reflects an unprofessional image. Make sure that you speak clearly and audibly so you are easily understood. Active listening skills must be employed.
If you need to put the caller on hold, always ask permission and provide a reason for holding. And do not forget your courtesies. Thank them before and after the hold. If the hold time was quite long, apologize for the long hold and get back to the main conversation.
In closing a phone call, ask for further assistance and never forget to thank the person for calling. Letting the caller hang up first is also basic telephone etiquette.
At times, the person intended for that call is not around. During this scenario, politely inform the caller that the person is not available and offer to take the caller’s message, if there is any. In taking a message, get the caller’s name, the time and date of the call, the reason for calling, and contact details. Furthermore, always deliver the message promptly to the respective person.
Manners to Avoid in a Telephone Call
Knowing what attitude and behaviors need to be avoided in a telephone call is part of good etiquette. Here are some of the inappropriate manners we must not follow.
Do not let the phone ring for more than three times. It will trigger the caller to be upset. Chewing gum or eating while on the phone is unpleasant behavior. Never start an argument with the caller because such act is simply unprofessional. Show respect by not interrupting while the other person is talking. Do not attempt to rush the caller as it only gives a negative impression of you and the company. Never hang up on a caller as this is downright rude. If you promised a callback or any sort of promises, always meet the caller’s expectations.
Managing a Positive Perception
In nonverbal communication, the voice is an important element. The kind of perception we get from people is usually not on “what is being said” but “how it is being said”. Ironically, a smile is not just seen; when you are on the phone, a smile should be heard by the person on the other line.
We also need to deliver appropriate acknowledgement and responses as this can be misunderstood by the person we are talking to. Your “throw-away” statements may not be much of an impact to you but to your customer or to the other party, it means something else.
Then again, always wear a smile when answering phone calls. Your smile can go a long way in creating a positive perception especially to the customers.
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