For many industries, phones play an important part in their operations. They are used for contacting customers, vendors, or business associates. It also provides opportunities for clients or customers to contact the organization within its hours of operation. Because of this, it is necessary for any business, regardless of industry or size, to practice good phone manners.
The way a customer perceives a phone interaction with a company impacts the organization overall. Create a more positive business image by learning how to handle a phone conversation well. Below are some telephone etiquette tips that can help keep you on track:
- Answer and end the call with a positive greeting
When answering the phone, make sure to begin with a positive greeting such as “Good morning,” or something like, “Thank you for calling Julie’s Beauty Salon, how may I help you?” It also helps to use your name.
When finishing the call, wrap up with a summary of why the customer called and how the problem was solved. Verify that they have no further questions, and thank them for their time before politely saying goodbye. The customer should leave the call feeling satisfied that their questions were answered with care.
- Speak clearly
When on the phone, speak in a clearly in a voice that is neither too soft nor too loud. Words should be properly enunciated and should be clear enough for the caller to understand what is being said.
- Do not interrupt the caller while they are talking
It is rude to interrupt someone while they’re talking, whether in person or on the phone. Even if you feel you already have the answer to their question, let the caller finish before you interject.
- Ask permission when putting a customer on hold
If the caller needs to be put on hold, ask for their permission and offer an option to leave a message. When returning to the call and taking the caller off of hold, thank them for their patience.
- Explain the need for call transfer if it is necessary
If you say something with no explanation such as, “Let me transfer your call,” this may make a customer feel like you are putting them off onto someone else. If there is a need to transfer a call, politely inform the person on the other end of the call and explain why you’re doing so.
It takes time and proper resources to train employees to follow professional phone etiquette. Phone answering services can help you save time and money without compromising the quality of your calls.
We take calls in Contact One is an answering service company based in Tucson, Arizona. We are at your service 24/7. Call 1(800) 278-3347 to find out how we can help grow your business today.