Top Tips For Telephone Etiquette

December 3, 2014

It is very important for business people to present a professional image when in person and over the telephone with their customers. A professional image makes your customers, suppliers and even workers feel wanted, appreciated and well informed which is very essential for the success of your business. The following are some telephone etiquette tips that you should always follow during business calls for good relations no matter your working position in the business.

  1. Identify Yourself Properly - This is very essential when calling a customer or client. Be sure to provide your name and company when leaving message. Be aware of the people around you, particularly when leaving confidential messages that can affect the business negatively in case of leaking to wrong people.
  2. Speak Clearly - It is very important to take time and speak slowly and clearly and in a cheerful professional voice. The person on the other end cannot see your body language or face. Make sure you use your normal voice tone, especially if you are used to shout or speak loudly.
  3. Address the Recipient Respectfully - It is always good to address people on the other end of the phone with their title, especially if they are strangers.
  4. Listen Attentively - Take time and listen to what the callers have to say without disrupting them. The ability to listen is usually a problem for many people but it is worth when making business calls. It is advisable to verify that you have heard what the caller was saying correctly. Moreover, be sure to repeat the messages or information when taking a message to a client.
  5. Listen for the Inner Need - Some callers may get upset during the call. Don’t argue with them, take time to listen to what they are saying and refer them to the necessary department if necessary. Handle yourself in a business and professional manner to cool down the client on the other end. In addition, you can request the caller whether you can hold the call to confirm something. This is very important especially if the caller had waited for several minutes before getting in touch.
  6. Focus - Don’t be disrupted by people and things around during calls with clients. Remind anyone who may try to interrupt you during the call that you on a client call. It is also advisable to avoid using poor language, slang, eating and drinking during the call.
  7. Be Clear and Concise - Avoid giving long winded messages. Be mindful of the person on the other side of the phone by suing a simple language. Be straight to the point and probably give him time to write the message down since he may be having other messages to handle.

While email and SMS make be the mainstay of certain types of communication, there is a lot of value in maintaining proper telephone etiquette. A disgruntled potential client, via a bad telephone experience, may cause you to lose much more than just their business. Train yourself, train your front line to foster an open line of communication through careful and considered approaches to telephone etiquette.