Communication through a telephone plays a significant role in any business organization. The modernization and digitalization of businesses have to lead to various channels of communication, such as automated answering machines, texting, emails, etc. However, some people still prefer telephone communication. It always gives a personal touch, more clarity and a positive impression when telephone communication takes place.
What is Telephone Etiquette?
Telephone etiquette implies the manners of using telephone communication including the way you represent your business and yourself, greeting the receiver, the tone of voice, the choice of words, listening skills, the closure to the call, etc.
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Importance of Telephone Etiquette
Telephone etiquette is essential when you communicate on the telephone. The customer analyses you and your business according to your communication. Following point shows how important it is to have telephone etiquette while talking on the telephone:
Communicating with telephone manners always shows your professionalism. It makes the customers believe that their work is in good and safe hands. Most likely they would repeat the deal.
The impression that you create on telephone communication has a lasting effect. The telephone etiquette you follow makes the receiver feel respected.
The telephone etiquette builds the trust of your potential customers on you. It makes them loyal to you and purchases the products and services from you frequently.
When the customers get satisfied with the telephone conversation, they are sure that their needs and requirements will get satisfied in-person also. It gives them a consistent and well-rounded experience.
Telephone Etiquette Elements
Every caller has their way of talking on the phone. However, there are some set of rules and telephone etiquette guidelines that should be followed whenever you have telephone communication. These are briefly discussed as follows:
The way you greet your caller must be warm and pleasant. The call should get a feel that you are alert and attentive to his call. The cheerful and positive greeting will get back the same enthusiasm. Start with a proper salutation, thank you for calling, a brief introduction of yourself and the business and then enquire about the reason for calling.
Gestures, facial expressions, body language also have an impact while you communicate on the telephone. While you talk on the phone, a cheerful voice and the bright tone gives the feeling to the receiver that you are relaxed and at ease. Thus, body language has its communication even when you talk on the phone. A professional body language gives a good impression.
The attitude on the phone gives customers opinion about your business. Also, the attitude is conveyed through the tone you adopt to talk. The tone of your voice should be confident as well as respectful towards the caller. A pleasant pitch of voice gives a sweet note to the ears.
Sometimes it becomes inadvertent to inform unpleasant, upsetting and sensitive information on the phone. At such times, it becomes imperative to handle the situation tactfully. The choice of words should be soft yet stern and should not at all offend the caller.
An important point that office phone etiquette considers is active listening. You should provide undivided attention to your caller with the least possible disturbances. It gives the impression that you care about the customer and his needs.
While bidding goodbye, always thank your customer and ensure that all that he wants to convey is completed. This ensures the customer that your business is a customer-driven one. Also, try that the customer hangs up the call. This ensures there are no accidental hang-ups.
Business Phone Etiquette Tips
Let us discuss some of the business phone etiquette tips:
Try answering the calls in the first two or three rings. This gives the feeling of being valued
The call should start with giving identification of yourself and your business to avoid any confusion
A positive tone of voice always has a better response back and helps to build a good rapport
A friendly and cheerful body language is always preferred
Always have minimum possible interruptions and distractions when you are on a phone call
Active listening and taking notes in parallel is beneficial for giving periodic affirmation of understanding the customer
Any customer always prefers a polite and sympathetic honest message
Before placing the call on hold for any reason, seek permission from the caller
Ensure all the requirements and queries of the caller are solved before you appropriately close the call
Appropriate telephone etiquette is essential as usually, communication on the telephone is the first contact point for your business. Thus it becomes critical to leave a positive lasting impression on all the customers to build up a distant relation.