Because most of us conduct business by telephone, having exceptional phone manners is a key to landing sales and obtaining repeat business. The voice answering the phone represents your business. From the way we answer our phone, to the way we hang up our phone can leave a positive first impression that Is reinforced with a positive ending impression. Annoying things to callers include being placed on hold, not having basic information or being ill prepared to take the call. Other failing points include not being friendly and being brisk to get the call over with. Here are some tips for the successful use of the telephone to conduct business.
The Greeting
If a client was standing before you at a counter, you would of course smile and greet the customer you are about to serve. Do the same by phone and your smile will come across the line. Try to answer the phone within three rings. One ring is the ultimate in customer service. Make sure you clearly identify your business name and your name number and call them back. If you have to place a call on hold, make it as brief as possible.
Handling Messages
We all have to take messages for someone else on occasion. Being a good messenger is equally important. Messages should include the caller’s name, the date/time of the call and a brief description of the purpose of the call. Never assume the person you are taking a message for has the number of the caller. Put in on the message.
Just Good Manners
There are many basic common manners that must be exercised on the phone. Never chew food or smack gum while on the phone. Do not engage in conversations with others around you. Do not interrupt the caller, even if you think you know what they are going to say. It comes off as rushing them. Don’t make phones calls to clients before 8:00AM or after 9:00Pm unless it is an urgent matter. Always say some form of goodbye before gently handing up the phone.
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