It makes me wonder how our society survived without a mobile telephone. Now really I wonder how we survived without the Internet. Yes, it is very hard to imagine without the internet nowadays.In this session, we discuss telephone etiquette.
One of the main disadvantages of a mobile telephone is the lack of telephone etiquette. People seem to have no good manners when talking on their phones.
What Is a Telephone Etiquette?
Now a day in the business world, it is incredibly important to convey a professional image, not only to person to person but on the telephone as well. Of course knowing how to take care of callers and providing them with accurate information is a critical job. While sounding professional when speaking on the telephone may seem like an easy concept, there is always room for improvement. Even if you are a receptionist or you work in customer service or an executive secretary in XYZ company or hold some other job title where applicable, the following telephone etiquette tips will help you always convey a professional image when speaking to a customer or any other person in your life.
Always Speak Clearly and Slowly
It is important to speak clearly and slowly. Because the person on the other end of the phone cannot see your face or body language, that is the why you have to make it necessary to convey your message through clear speech.
Do Not Yell
Not all but few people have a tendency to be on the louder side when they speak. If that is the case, it is very important that you tone down your voice so that the person on the other end of the line does not feel that they are being shouted at. Even if it is not your intention, a customer having the impression that you are raising your voice will not convey a professional image for your company. So never make knowingly his kind of mistakes.
Don’t Use Slang
When you are on the phone, you should never use the slang of different places and different cultures. While it may be normal in everyday conversation, slang and other poor language convey a very unprofessional message to the customer, he may not understand what actually you are trying to say. You also never want to use promise words, apart from of how upset you may be.
Never Eat Or Drink
If you are tasked to answer the phone, whether full time or as coverage for someone else, it is important to not eat or drink while on phone duty. It is advisable that you have to wait for your break to grab a drink or something to eat. Customers do not want to hear you chomping in their ear.
While it may seem obvious, listen to what the person on the phone is saying. It is often a good idea to repeat the information back to the customer in the event that you need to take a message. This ensures that you are taking down the proper message so it can be passed along to the correct coworker.
Use Proper Titles
Meanwhile speaking to someone on the phone, especially if they are not one you know, it is very important to use the proper title when addressing the person. For example, Mrs., Mr., Dr., etc. are appropriate. You never want to address a caller by their first name unless you have been given the privilege to do so.
People will often contact a business when they are unhappy about something. It is incredibly important to have patience and be as helpful as possible when you have an upset customer on the phone. maximum Try to do your best to provide them with the appropriate resources to quick fix their issue and never, ever act in a rude manner towards the customer.
Focus on the Task at Hand
Especially for those that work in a busy, fast-paced office setting, it can be difficult to keep your concentration. When speaking to someone on the phone, you need to remain focused on the call as opposed to what is going on around you. If a coworker tries to interrupt your call, make it clear you are on the phone and will be with them as soon as the call is over.
Make Sure to Ask Permission Before Placing a Call on Hold
If you are responsible for answering multiple calls, it will be necessary to place people on hold. Before placing a customer on hold, you should always politely ask if you may place them on hold. Once a customer is placed on hold, you should try to answer their call as soon as possible. preferably, customers should not be placed on hold for more than a few seconds, as they may become annoyed and hang up.
Concluding the Call
by the end the conversation with agreement on what is happening next, if you are to follow-up, do so immediately. Thank the caller for calling; invite the caller to call again.
Transfer only when it is necessary, Don’t try to transfer often get the information yourself If you must transfer, avoid the use of the word “transfer.” Say instead: “I am going to connect you with”. Explain why you are “transferring” the call. Give the caller the person’s name and direct number. Stay on the line and introduce the caller Is more than enough.
Must read articles