Communicating by telephone is one of the standard business methods. Hence, there is some etiquette that needs to be considered when calling.
The telephone is still the primary medium for communication, from you to clients or consumers to the customer service department.
Not only that, but phone calls can also determine whether a client or consumer has a positive impression of you.
Well, you need to know the etiquette of using the phone. What about? Come on, see the article!
Calling Ethics that Must Be Applied
1. Answer in three rings
The first etiquette when using the telephone is to answer calls as soon as possible.
So, always answer calls no later than your phone rings 3 times.
Of course, making the caller wait for the call to be picked up must be avoided.
If you work in customer service, this is a sign of bad customer service.
2. Greet in a friendly manner
The following calling etiquette must be considered: giving a friendly and positive greeting.
So, don’t forget to greet, say thank you, and introduce yourself to the caller.
Don’t forget to ask what you can do to help the caller.
This will give the impression that you are a friendly person or business and are always ready to help callers.
3. Observe body language
The next telephone etiquette you need to know is to pay attention to body language.
According to Indeed, body language still communicates how you feel even when you’re not speaking face-to-face.
For example, your voice will sound lighter when you smile and stand up straight. From there, the caller will assume that you are happy.
So, always ensure your body language, facial expressions, and gestures are professional when speaking on the phone.
4. Speak clearly
Launching Mitel, speaking clearly, is the next calling etiquette that needs to be done.
The caller cannot identify your body language and facial expressions. So, they can only judge you by sound alone.
Speak clearly, ensures the caller can hear the information you convey, and minimizes miscommunication.
5. Do active listening
The next calling etiquette is practicing active listening.
Active listening is paying full attention to the caller. So, you can give the right response to the information or complaints you get.
Giving the right response shows your concern and empathy for consumers. Of course, this makes you and the company leave a positive value in the eyes of the callers.
So, try to take notes when making phone calls.
This can help you get to the caller’s main points and help them solve the problem right away.
6. Using the right language
According to Hubspot, telephone etiquette must be practiced to use the right language.
Do not use informal language or slang, especially when talking to consumers.
Always keep your attitude and language when talking on the phone. Because you don’t know if consumers will be offended by what you say.
So, make sure to always use formal language when calling. That way, consumers will have a professional impression of you.
7. Be honest when you don’t know the answer
Sometimes, you may not know the answer or solution to what the caller said.
Well, to be honest, the right calling etiquette when this situation occurs.
Tell the caller that you don’t know the answer or solution yet.
Assure them that you will seek answers and get back to them in the near future.
This will show your transparency to the caller. Of course, this will give you and the company a positive impression.
8. Maintain the tone of the voice
Don’t forget to keep your tone of voice when talking on the phone.
As wannawishyou mentioned above, callers can tell the emotions you’re feeling through the tone of your voice.
So, make sure you don’t speak in a high tone. This will make the caller think that you have a bad attitude.
For that, make sure you use a tone of voice that shows confidence. This will make the caller trust what you say.
9. Asking permission when you want to switch the phone
When you have to switch phones, make sure to ask the caller’s permission first.
This is included in the telephone etiquette that is important to do.
Explain why you need to divert the phone first to the caller.
Don’t forget to reassure callers that they can quickly get what they’re looking for through the redirect.
That way, callers are less likely to complain about the duration of waiting for an answer.
10. Hang up the phone properly
Remember that hanging up the phone is just as important as starting it.
So, before hanging up the phone, be sure to say thank you and ask if there’s anything else you can do to help.
Also, make sure to wait for the caller to hang up first.
Well, those are some things you need to know about telephone etiquette.
Of course, etiquette when using the phone is just one of many other etiquettes you need to know.