5 basic rules of phone etiquette


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What to do and not to do in getting a phone guide

When making simple phone calls, we don’t have to pay attention to the structure or words we use. However, if you are in the business of receiving telephone contacts, things are completely different. It is very important how you behave in a phone call while receiving a phone call.

Therefore, those who answer phones are usually people with high communication skills. But not everyone has the communication skills of a professional. And if you find that the previous sentence fits your description, you’ve come to the right place.

Stay with us and you will find out what are the advantages and disadvantages of receiving telephone guidance. After reading, you are sure to improve or add something new to the way you receive a phone advantage.

Why is phone etiquette important?

When a client calls or a potential client, you have to bring out your A-game. Regular phone calls to friends and family are completely different from professional ones.

A phone guide can potentially lead you to higher sales, and that’s where the importance of a phone label lies. So, there are a few rules you need to follow to make sure you provide quality communication to your clients.

Now that you know why phone etiquette is necessary, let’s see what you should do and avoid while receiving a phone guide!

Answer the phone within three rings

People who handle phones should always be available to their customers. This includes concentrating and answering the phone as humanly as possible. It won’t be good for business if you wait a long time for a customer. Moreover, it will be even worse if you send the call to voicemail. And because your business involves generating leads through phone calls, your customers will expect you to be available all the time.

This rule can seem strict and difficult to follow. However, if you are constantly focused around the phone, you will not have any difficulties. Of course, the only time you are allowed to be absent is during breaks. So, your clients need to be aware of the times when you take breaks. Then you will provide them with exceptional service and they will be satisfied.

The best recommendation we can give is to answer the phone within three rings. Why? Answering within the first three bells will give you time to prepare and focus on the task at hand. Also, your customers will not wait long to contact you. So answering within three bells will be a winning thing in your book!

The key conclusion is:

  • Makes: when you hear the phone ring, answer the third ring.
  • You do not need: don’t wait and answer the phone at the last minute.

Start a conversation with an introduction

When talking to clients, you should always start the call by giving them your name. Most people want to know who they are talking to and will appreciate you if you tell them right away. You can also add “How can I help” to your introduction.

All of this will ensure that you go out with your client with your right foot. It will also allow for a more pleasant and friendly conversation. Not only that, it will contribute to the professionalism of your company, and your clients will take you more seriously.

The key conclusion is:

  • Do’s: answer the phone stating your name and company name. Also, the question of how you can help is a great start to the conversation.
  • No.: don’t greet your client with just a simple “Hello”. Namely, don’t wait for your client to ask who they’re talking to, which they will inevitably do. This will waste both yours and your client’s time.

Speak using clear and simple terms

Many people prefer to talk on the phone than in person. Even if they do, they expect the person they are talking to to have strong communication skills. Also, the client gives you a phone guide that will rate you based on your vote. They won’t have a chance to see your body language and whether you’re smiling or not.

So the only thing the client will care about is the way you communicate with him. Using clear terms will show your client that you do not underestimate them and their intelligence. Namely, if you use very technical and complex words, the client will think that your purpose is to show them and undermine them. And that will make them never call you again.

Also, make sure you are confident and loud. However, we don’t mean that you should yell at your clients when we say it out loud. We suggest that you speak loud enough for the client to understand you immediately and you don’t have to repeat yourself.

All of this will only increase your self-confidence, and your client will feel safe and know how to talk to an expert. Also, a strong and confident voice will seem more reliable.

The key conclusions are:

  • Makes: speak clearly and use simple expressions. Also, be confident and do not hesitate.
  • You do not need: don’t confuse your clients with technical terms they most likely won’t understand. Even if you are tired, speak loud enough for the client to hear you clearly and distinctly.

Listen and take notes

Listening to and understanding what the client is telling you is imperative. Also, if they have questions and frustrations, understanding them will be a long way for you and them. And to understand, you have to listen.

Listening to your client means hearing everything he says and forming a response based on that. It would help if you did not base your answer on a pre-written script. If you do, your client will feel like they are talking to a robot, not a human. Also, they will think you don’t care what they say and just want to end the conversation as soon as possible.

Actively listening and basing your answers on what your client is saying will prove to him that you are focused on them and that they are your priority at that point.

Moreover, recording can help you understand your customers. Also, recording will help you if you need to keep a record of all your conversations. Notes will help you give answers to clients. If the client has trouble expressing what he or she wants and needs a lot of time to do so, writing down the main things will help you move directly to the point when you respond. That way your conversation won’t get out of the way, and you’ll have a productive and helpful dialogue with your client.

The key conclusions are:

  • Makes: listen carefully and shape your response based on what your client is saying. Also, take notes during the conversation. Keeping notes will help you better understand your customers, and it will also help you remember the phone call you received.
  • You do not need: do not base your answers on a pre-written script.

Be cheerful and friendly

Everyone has bad days. Of course, you are also allowed to have them. However, even then you should try to be as cheerful as possible. You never know if your client is having a bad day, and your positive tone and attitude can cheer him up.

And if the client has a bad day, there is a high probability that they will be rude to you on the phone. However, your first answer should not be putting them in their place. The best course of action would be to consider their situation and think about how you would feel if you were in their place. You will often find that their harsh tone and frustration is a normal human reaction.

When you receive a phone guide, even when faced with negativity, you should stay positive at all times. The most likely outcome will be that your client appreciates your positivity and apologizes for being rude to you. After that, your conversation will immediately get better.

So, if you try to make the call as positive as possible, you could end it with another loyal and grateful client on your list.

The key conclusions are:

  • Makes: respond to the hostile client with positivity and cheerfulness.
  • You do not need: do not react immediately to negativity. Also, don’t fight fire with fire and respond to your clients with more negativity.

Final notes on receiving a telephone guide

Now that we have considered many things that should and should not be obtained from telephone management, you may realize that responding to customers should not be taken lightly. The above things you should and shouldn’t do can prove useful to you and improve your relationship with customers.

Honestly, you have nothing to lose if you try them. Once you apply all of these recommendations, you will immediately notice their benefits. Also, you will most likely see an increase in the number of phone calls you receive!

So, if you want, give them a chance and see where they take you. You can then decide if this information was helpful to you.

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