When you hear the title “Telephone Etiquette” you think what else is there to say that hasn’t been said? I am not sure if there is anything new to say, but I do know that it does continually need to be discussed in the workplace because I hear it on a daily basis, either when I place a phone call or, as much as I hate to admit it, when I hear someone answering the phone in our place of business. What can be so hard about answering the phone and talking in a professional way to prospective clients? We probably all think that we are doing a great job, but I bet if we were recorded unknowingly we might be surprised at the way we sound and how we are speaking. Here are a few examples of what I am talking about.
(1). First and foremost, identify your place of business and your name. I cannot tell you how many times I have called a place of business only to hear “Hello, this is Jennifer, can I help you?” Hello, where did I call? It is so important to identify your place of business first so the caller knows that they have reached whom they were calling. The last thing you want to do is to make your caller ask “is this so-and-so?” Tell them upfront, leave no room for guessing.
(2). Using slang or poor language, such as saying “yeah/yep” or “nope”, instead of “yes” or “no.” What about “huh” instead of “can you repeat that please” or “uh huh” instead of “yes, that is right,” I think you get it. The idea is to use proper language when speaking over the phone so that the other person knows exactly what you mean. And not use contemporary slang language as you might when talking to your friends.
(3). Listening to the caller to gain clarification of what they are calling about. Many times we are very busy at work, but when you pick up that ringing phone you really need to be able to focus on “the caller and their needs” they will pick up very quickly if they do not have your full attention. Keeping the reminder in your head of “what kind of impression will I make with this caller” will help keep you in check. Many times a client/customers first impression of our place of business is that first phone call.
(4). Always ask if you can put the caller on hold if it is necessary. I know this has been repeated in every article I have read about phone etiquette, but it happens all of the time to me when I call other offices, even before they say hello, they say “hold please.” How busy can an office be that the person designated to answer the phone cannot even take the 30 seconds to find out who the called is and then ask if they can put them on hold or get their number and call them back? You need to ask yourself is your businesses reputation worth that extra 30 seconds?
(5). Talk in your normal tone of voice and check your attitude before you answer the phone. Ask yourself when people hear you answer the phone are they feeling welcomed by you that they have called your business? Does your voice sound forced and fake to be nice sounding? Are you genuinely happy to answer they phone and glad that the person has called your place of business?
Remember what you are at work for, and that it is a privilege to serve those that contact your place of business for help. Life is so much better when you can serve those who call you with a smile, not only for them, but for you as well.
Wear a smile – one size fits all. ~Author Unknown
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