Improper phone etiquette leads to a loss of customers and
poor representation.
A successful business must offer
exceptional customer service. For many businesses, a big part of marketing
involves phone conversations with customers and clients. It is important to
know how to interact with people not only in person at the place of business
but also via the phone. Inappropriate phone etiquette can create a negative
impact upon any business.
1.
In the Beginning
o There is a standard way to answer or initiate a business
call that sets the tone for the rest of the conversation, explains customer
service skills professional speaker and author Jeannie Davis of Now Hear This.
Extend a cordial greeting that makes the person feel comfortable and welcome.
You want to make a pleasant first impression. When answering the phone, state
the business's name, your name and a helpful offering asking what you can do
for the caller.
o Do not interrupt a phone call with a potential or existing
customer or client to talk to someone else or answer another phone. This is
simply rude and only annoys the person on the other end. Act like you know his
time is valuable and that you appreciate his attention and business. Show
interest in what the person is saying, and treat every caller like he is
important to the company. Even though you are on the phone, you still represent
the company.
o Maintain composure, professionalism and an amiable attitude
during the entire conversation. For Davis, this means talking as if you have a
smile on your face. Unfortunately, not all calls go smoothly. If a caller
becomes disruptive, do not hang up. Continue to try and solve the issue. If you
can't help, connect the caller with someone who can. Don't let an unsuccessful
call or an angry caller get you down and put you in a bad mood. Your telephone
voice must seem confident at all times. Never come across as pushy or arrogant,
and avoid raising your voice. Generally, if you are nice to callers, they will
be nice to you. A little friendliness goes a long way.
o Nothing is more irritating for a potential customer or
client than reaching out to a company, leaving a message of interest and not
receiving a call back. This is basically telling people that you don't want
their business and is clearly poor customer service. Always return calls so
your company is seen as a reliable business with a great reputation that goes
out of its way to assist customers.
o Train your workers on proper business phone etiquette before
letting them answer the phones or make marketing calls. It can be effective to
have a meeting and do some role-playing. One person acts as the worker and the
head of the meeting acts as the customer. Create different scenarios to see how
the worker reacts to varying situations. Afterward, discuss what was done well
and what could have been handled better. This exercise will ensure that workers
have the tools necessary to provide great customer service over the phones.
