Business Phone Etiquette

Good telephone skills are a business essential these days. Yet strangely, as we rely on the phone more and more, the communication skills of many people in the workforce seem to be getting worse and worse.

     We all have recent memories of rude operators or ill-informed sales reps providing nothing but frustration when all we wanted were simple answers to uncomplicated questions. Likely, that memory includes taking your business elsewhere.

     Don't let this happen to your own company. Here's a retrospective on some of the basics of good telephone technique and etiquette:

     Answer the phone (by the second or third ring!) with a warm, clear, articulate greeting that includes your company name and your own name.

     Know what you're talking about. You and your employees should be knowledgeable enough to converse about your products over the phone without having to speculate or follow a canned script. If you don't know what you're talking about, pleasantly and promptly refer them to someone who does.

     Smile, you're on the phone! People can hear the extra warmth in your voice, even when they can't see you. By physically smiling, you will automatically appear friendlier to the ear. Sounds silly, but it works.

     Speak slowly and clearly. There's no substitute for clarity.

     If you must put people on hold, ask their permission first. And let them know if they're in for a long wait. And don't play that annoying canned "hold music" -- hardly anybody likes it, and many people won't put up with such torture. Find something more interesting for them to listen to.

     Customer service counts. Make sure you and your staff are trained to express politeness, friendliness, and helpfulness over the phone. Just because your customers can't see you, doesn't mean they're not forming a clear impression of you.

     Make good phone service a company policy. Come up with a good phone strategy and lead your employees by example. More customers and profits will follow.

Technorati tags: Alton Perkins, www.blackstocks.com, Pamela Rodgers, leadership, management, success, wealth, African American, small business, money, Taxes, Small Business

Comments

[Curtis Lilly]

I think phone etiquette is very important. I run a call center and phone etiquette can make or break a business. Customer Service starts with phone and or interpersonal communication.

[MReed]

I agree that good phone etiquette is an important skill to building good business. I can't stand talking to someone who sounds ignorant about his/her job.

If it's me who answers the phone, I pick up and give a clear, soft greeting. I make sure that any previous conversation is ended (and that my food - if I'm eating - is swallowed) so the person on the phone doesn't have to wait before I address him/her. I take the extra time to give detailed answers and to call back at the time I may have indicated.

If the caller asks the same question, I try to answer using different words or in a different manner. I refrain from raising my voice or saying things like, "I just told you..." Also I refrain from sounding accusatory, I'd rather apologize for not making myself clear.

I also follow this procedure for emails; re-reading the text at least three times before sending. You never know what emotion your words can convey to someone who you can't see.