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Business Telephone Etiquette

 

 

Effective and professional telephonic etiquette
 
Telephone communication is crucial in business. Despite various communication channels like automated systems and emails, many still prefer phones for a personal touch, clarity, and a positive impression.
 
Phone conversations serve as a primary point of contact between a client and a business. Initial impressions, frequently, have a lasting impact on the long-term reputation of the company.
 
Telephone etiquette refers to the appropriate manners when engaging in phone communication. It involves how you portray your business and yourself, the way you greet the receiver, maintaining an appropriate tone of voice, carefully choosing your words, demonstrating active listening skills, and concluding the call in a proper manner.
Please watch the short video below on why telephone etiquette is Important:

 

https://axioacademy.co.za/wp-content/uploads/2024/02/A-Better-Answer-Why-Phone-Etiquette-is-Important.mp4

Etiquette elements to remember when making or answering calls
 
Prompt Answering: Strive to answer calls within the first two or three rings to convey a sense of importance and value to the caller.
 
Friendly Greetings: Begin with a warm and pleasant greeting, expressing attentiveness. Start with a proper salutation, thank the caller for reaching out, introduce yourself and the business, and inquire about the reason for the call.
 
Body Language: Even during phone conversations, gestures, facial expressions, and body language play a role. Maintain a cheerful voice and a bright tone to convey a relaxed and comfortable demeanor, contributing to positive communication.
 
Tone of Voice: Your attitude and professionalism are reflected in your tone of voice. Adopt a confident and respectful tone, creating a positive impression. A pleasant pitch enhances the overall communication experience.
 
Minimize Distractions: Ensure there are minimal interruptions and distractions during phone calls to maintain focus and professionalism.
 
Tact: Handle sensitive or unpleasant information tactfully. Choose words that are soft yet firm, ensuring the caller is not offended. Tactful communication is crucial, especially when delivering challenging messages.
 
Active Listening: Focus on the caller with undivided attention, minimizing distractions. Active listening signals that you genuinely care about the customer and their needs, enhancing the overall communication experience.
 
Polite and Sympathetic Communication: Convey a polite and sympathetic message, addressing the customer’s concerns with honesty and empathy.
 
Appropriate Closing: When concluding the call, express gratitude, ensure all customer concerns are addressed, and thank them for their time. Aim for the customer to hang up first to avoid accidental disconnection, reinforcing a customer-centric approach.

The 7 P’s of telephone etiquette 
 
Always remember that professional telephone etiquette requires being: Prepared, Present, Polite, Patient, Personable, Professional, and Proactive on all calls –
  1. Be Prepared: Anticipate and plan for effective communication, ensuring you have the necessary information and resources.
  2. Be Present: Engage fully in the conversation, demonstrating active listening and attentiveness.
  3. Be Polite: Maintain courtesy and respect in all interactions, fostering positive relationships.
  4. Be Patient: Demonstrate tolerance and understanding, especially in challenging or time-consuming situations.
  5. Be Personable: Infuse warmth and authenticity into your communication, creating a relatable and friendly atmosphere.
  6. Be Professional: Uphold a high standard of conduct, adhering to the expectations of a given professional context.
  7. Be Proactive: Take initiative to address issues or contribute positively, anticipating needs before they arise.
Importance of using of proper language 
 
Poor telephonic language can be detrimental to business for several reasons. Firstly, unclear or inappropriate language may lead to misunderstandings, potentially resulting in mistakes, missed opportunities, or strained relationships with clients and customers. Secondly, it can project an unprofessional image, diminishing the credibility and reputation of the business. Additionally, poor telephonic language may lead to customer dissatisfaction, negatively impacting customer loyalty and retention.
 
Excellent phone etiquette, effective communication hinges on the clarity of your words. Speak carefully and at a moderate pace to ensure the caller can understand you, preventing misunderstandings and enhancing the overall communication experience.
Clear and respectful communication over the phone is crucial for fostering positive relationships, building trust, and maintaining a professional business image.
 
Avoiding slang is essential for various reasons. The other party may not be familiar with slang terms, potentially causing confusion or misunderstandings. Opting for clear and straightforward language ensures effective communication, minimizing the risk of misinterpretation. Using slang words, or phrases might come across as unprofessional to clients.
 
Use respectful and considerate words and phrases, such as:
 “I’m sorry.”
 “Thank you.”
 “Please.”
 “How may I assist you?”
 “Would you like to leave your number?”
 “May I put you on hold?”
“I am not certain, let me find out and get back to you.”
“I’m sorry to keep you waiting.”
 “He’s away from his desk. May I have him return your call?”
Don’t use words and phrases such as:
 “Huh?”
 “Yeah.”
 “I don’t know.”
“I am on lunch, call back later.”
 “She’s at lunch. call back later.”
 “He’s not here.”
“That is not my department.”
 “I don’t know where he is or when he’ll be back.”
How to handle situations with a difficult client’s telephonically
  1. Maintain Calmness: Stay composed and calm throughout the conversation. Take deep breaths if needed to manage stress and frustration.
  2. Active Listening: Listen attentively to the client’s concerns. Let them express themselves fully without interruptions.
  3. Empathize: Show empathy by acknowledging their frustrations. Use statements like “I understand” to convey your awareness of their situation.
  4. Stay Professional: Maintain a professional tone and avoid responding emotionally. Focus on the issue at hand rather than personal feelings.
  5. Clarify and Repeat: Clarify any unclear points and repeat key information to ensure mutual understanding. This helps in preventing miscommunication.
  6. Offer Solutions: Propose practical solutions to address their concerns. Collaborate with the client to find a resolution that satisfies both parties.
  7. Document: Take notes during the call to document the client’s concerns and the steps discussed for resolution. This helps in follow-up and reference.
  8. Involve a Supervisor if Necessary: If the situation escalates or becomes unmanageable, involve a supervisor or a higher authority who can provide additional support.
  9. Follow Up: After resolving the issue, follow up with the client to ensure their satisfaction and to solidify a positive client relationship.
Professional and unprofessional telephonic communication example
 
Unprofessional Telephonic Communication:
 
Scenario: A customer calls with a product issue.
 
Representative: Hallo.
Customer: Hey, my product’s not working.
Representative: yeah, what’s wrong with it?
Customer: I don’t know, it just stopped working.
Representative: Well, uh, did you try switching it on and off ? Or getting it fixed?
Customer: No, that’s why I am calling you.
Representative: You called the sales department, I don’t know how to fix it. You need to call the service department. 
Customer: Okay, do you have a number for me?
Representative: Nope, you need to google it.
Customer: Okay then, goodbye.
Representative: Cheers.
Please watch the short video below on bad telephone
etiquette:

https://axioacademy.co.za/wp-content/uploads/2024/02/Telephone-Etiquette-Bad-Example-1.mp4

Professional Telephonic Communication:

 
Same Scenario: A customer calls with a product issue.
 
Representative: Thank you for calling [Company Name], my name is [Your Name]. How may I to assist you. 
Customer: Hey this is [Customers name], my product’s not working.
Representative: I’m sorry to hear that, [Customer’s Name]. To better assist you, could you please provide me with the details about the issue you’re experiencing? This will help us find the most effective solution for you.
Customer: My child dropped it in the toilet, it was still working fine after the incident but this morning it won’t switch on.
Representative: Thank you [Customers name]. Never a dull moment with small children around, It sounds like the product has some water damage and that why it stopped working. Do you mind If I place you on hold for a few seconds, I need to check if the product is still under warranty. 
Customer: No problem, just don’t be to long.
Representative: Thank you for your patience [Customers name]. I can happily confirm the product is still under warranty.  
Customer: Thank you, should I bring it in tomorrow?
Representative: There is no need to drive out to our office, I have dispatched a driver to come and collect it tomorrow at [Customers address] at 08h00 am. Please take note that the estimate repairs turn around time is 2 to 4 working days. I give you a courtesy call the day after tomorrow at 14h00 pm with feedback on the progress. Is there anything else that I can be assistance of [Customers name]?
Customer: No, thank you. That will be all.
Representative: Great, again thank you for calling [Company Name]. I hope you have a wonderful day ahead. 
Customer: bye.
Representative: Goodbye.

 

Please watch the short video below on good telephone etiquette:

https://axioacademy.co.za/wp-content/uploads/2024/02/Telephone-Etiquette-Good-Example.mp4

 

 

In conclusion, good telephone etiquettes play a vital role in promoting effective communication and building strong relationships, both within a company and with clients. Through the practice of courteous and professional behavior during phone interactions, individuals contribute to a positive and productive work environment, elevate the company’s image, and ensure satisfactory experiences for clients. This commitment to proper telephone etiquette not only strengthens connections but also fosters understanding, leaving a positive impact on the overall communication culture within an organization.

   

 

 

 

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