#1 When answering a business phone, it is critical that it not ring more than three times. Inform employees that picking up the phone on the second or third ring is the best time.
#2 When answering the phone, use a positive greeting such as “Hello,” “Good Morning,” or “Good Afternoon,” etc. Following the greeting, the person answering the phone should state his or her name as well as the name of the company or organization being contacted.
#3 Smile before making or answering a phone call. When a person smiles, the sound of his or her voice changes, making it more pleasant and friendly. The phone should be held two fingers away from the mouth for clarity.
#4 Speak in a clear tone that is neither too loud nor too soft. Words should be enunciated and spoken slowly enough for people to comprehend what is being said to them.
#5 If you must place someone on hold, ask for permission first and give them the option of leaving a voicemail message. Thank the caller when you take them off hold to show that their time is valued.
#6 When a caller is speaking, pay attention to what he or she is saying without interrupting.
#7 When making a phone call, always state your name before asking for the person to whom the call is directed.
#8 Always return phone calls if one has been promised. If a time frame is specified, the caller must make every effort to return the phone call as soon as possible within that time frame.
#9 If it is necessary to transfer a call, notify the person on the other end first. It is also necessary to explain why the transfer is necessary.
#10 Confirm that the person to whom the call is being transferred is available before transferring the call. The name of this person should be given to the party being transferred.
#1 When answering the phone, a person should never answer on the first ring. Callers are caught off guard because they are not expecting this.
#2 Do not answer the phone if you are eating, chewing, or drinking. If a person has anything in his or her mouth, it should be swallowed or removed before answering or placing a call.
#3 If you have to leave the phone, never leave the line ringing. Instead, put the person on hold and call him or her back frequently, preferably every 45 seconds.
#4 Never say “I don’t know” when talking on the phone with someone. “I’ll check on that for you,” is the ideal response to a question with no definite answer.
#5 Never say anything that could be construed as rude to a client or customer. The person who answers the phone should always speak to the caller in the manner in which he or she would like to be spoken to.
#6 Slang should never be used when speaking to a caller. According to Federal law, swear words should never be used and may be illegal in certain circumstances.
#7 Arguing with a caller is never acceptable.
#8 Never transfer a call without first informing the person on the other end of the line and obtaining their permission.
#9 When ending a phone call, do not hang up without saying something positive, such as “Thank you for calling” or “Have a Nice Day.”
The Importance of Professional Phone Etiquette
It is critical to have proper business phone etiquette. It is frequently the first point of contact between you and your customers that creates the first impression, and it can help boost customer loyalty. Answering calls and taking messages quickly demonstrates competence and makes your customers feel cared for. Listening carefully before responding demonstrates patience and authenticity, which strengthens customer relationships. Asking the right questions is also part of good phone etiquette, as it allows you to determine whether or not your customers are satisfied.
How Does Business Phone Etiquette Affect Revenue?
Satisfied customers frequently spread the word about great customer service, which could lead to more business for you. Alternatively, if they have received poor service, they may share their disappointment and jeopardize your profits. Your company may also receive positive or negative customer service reviews on social media or online. Negative online publicity can harm your company’s reputation and cause you to lose both current and prospective customers, reducing revenue. In fact, poor business phone etiquette can lead to a company’s closure. Effective advertising is similar to good online publicity. It brings in new business opportunities and customers while increasing business and revenue from existing customers.
The Dangers of Bad Business Phone Etiquette
Customers frequently hang up when their calls are not returned promptly, directing them to your competitors instead. You may lose a customer if you do not take a message when a customer calls and the person they are looking for is unavailable. Failure to respond politely with a proper greeting demonstrates poor business phone etiquette and may discourage callers from doing business with you. Prematurely terminating calls is also poor phone etiquette, and may result in disgruntled customers. If you are unable to speak for the duration of the call, ask the customer for a convenient call-back time instead.