Phone Etiquette: What You Say and How You Say It

Your voice is your calling card when you work on the telephones, but are you projecting the right image when you greet your customers? Here’s how you can prioritize your phone etiquette for better customer service.

Pay attention to your tone

Speak clearly and slowly, taking the time to enunciate each word clearly. Rushing your greeting sends the message that you’re in a hurry to be rid of your customers, and that’s definitely not the message you want to send. Even if you’re busy, try to project a relaxed tone when you answer the phone. This can help diffuse angry or stressed callers a great deal and make the call go more smoothly.

Use your manners

Please and thank you are always important, but especially so when you’re speaking on the phone. These show that you are a professional who respects the caller’s time and wants to thank them for their call. If you have to put someone on hold, ask first, with a ‘please,’ and thank the customer for holding. This is a sign of respect that your customers will truly appreciate.

Be patient

It may be tempting to interrupt your caller, especially if you are busy and they seem to be droning on about something unrelated to the call. But don’t rush your customers–you can try to gently redirect the conversation if it goes too far off course, but often, customers just want to be heard, and your patient listening may be all it takes to help them decide that your business is the right one for them.

In addition to being a patient listener, strive to be an active one. Consider what your customer is trying to tell you to try and determine the best way to help them. Not all callers know exactly what they need, but you can help them determine this by using active listening and asking the right questions.

Smile

A smile on your face translates to a positive tone in your voice, so definitely check your physical posture before you answer a call. Keep a mirror handy so you can remind yourself to smile!

For more tips on how you can bring great customer service to your customers, visit Answer 365 today.