Telephone Etiquette – Tips for Better Phone Conversations
by Monika PapadopoulosPublished on March 17, 2018
Despite the growth in chat and automation tools, the telephone is still one of the most used communication tools in business. As such having a good understanding of telephone etiquette is essential, whether communicating with customers, suppliers or your colleagues.
In this post, I will provide you with some tips to improve your communication skills, customer service, and sales opportunities by using some telephone etiquette tips.
But let’s start with a small definition of Etiquette in general. According to the Collins dictionary,
Etiquette is a set of customs and rules for polite behavior, especially among a particular class of people or in a particular profession.
Telephone etiquette is just an extension of that definition to cover conversations that take place through a phone. It’s one of the key elements of business etiquette in addition to email etiquette and meetings etiquette. It’s also essential for effective customer service.
Here are some Telephone Etiquette Tips that you can use in your day to day work:
When responding to a phone call in an organization you can follow the below points so that you convey professionalism in your working environment.
Some telephone etiquette tips that you can use to ensure a good call flow are:
As a start, Pick up the phone quickly. People don’t like to wait while calling make sure that you answer a call by the third ring.
Then, Answer the phone with a formal greeting. Start by greeting and introducing yourself. You could say, “Good morning/ Good evening / Good Afternoon, This is Sara from Potential, how may I direct your call?”
Smile as you speak! It’s hard to believe but people can pick up if you are smiling without actually seeing you. Smiling makes you sound pleasant on the phone.
End the conversation by saying “Thank you sir/ madam, is there anything else I can help you with?”
In general, follow these telephone etiquette best practices:
Make sure you use sentences like “Looking forward to seeing you soon. Looking forward to hearing from you again. Thank you for calling Potential”
Make sure that the vibes given on the phone are positive and reflect total assertiveness and professionalism.
Make sure that there isn’t too much noise in the background. Do your calls from a quiet area in the office or from the inside of your parked car.
If you run across a client who is complaining about a product or service make sure that you are positive and friendly. You can watch the below video to see 5 Great Customer Service Words & Phrases: