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Why is telephone etiquette important?  Telephone etiquette has gained importance with the increased prominence for customer service. This is also essential for all those who interact with customers or peers over telephone as part of their work. Telephone etiquette boosts our confidence to handle these, enhances credibility and projects a professional image. The important aspects of telephone etiquette:

Respect : Always respect the person on the other end of the line. The basic courtesy is essential.  Respect for others time, their opinions and their requirements. Be patient and helpful. If a caller is stubborn, angry or upset, listen to what they have to say and be helpful. Never snap back or act rude to the caller.

Clarity : Being confident and managing the pace, tone, pitch is essential to bring clarity in communication. Many callers lack even the basic etiquette of introductions. Introducing self, getting others introduction while being courteous and polite are important. Being prepared with the necessary details adds to the clarity.

Non-verbal : Though the person at the other end cannot see your facial expressions, they can hear you. The tone of voice indicates the state of the mind .The person can sense your anxiety, irritation, confusion, rudeness, hostility among others. Many voices sound so mechanical and disinterested that we hardly want to listen to what’s said. When you answer a call you should always be positive and pleasant, not just in tone of voice but in your overall personality.

Listening : Another important skill is listening on the telephone. Giving cues so the other person knows you are listening, seeking clarification, conveying understanding and being empathetic towards their needs are all essential in a telephonic conversation.

telephone etiquette

The telephone is still a key method of communication & thus proper telephone techniques is an important part of a top-notch business. On a phone call the only impression a customer gets is that of your voice and the manner in which you speak. In order to project the most positive & friendly image one should follow the simple tips below.

5 phases of a call
Opening
Needs Identification
Collection/verification of information
Providing information/potential solutions
Closing and next steps telephone etiquette

Using PICTURE

P – Pitch
I – Inflection
C – Courtesy
T – Tone
U – Understanding
R – Rate of Speech
E – Enunciation

Non-Verbal Communication

Using non-verbal encouragement
over the telephone
Tips on body language over the telephone
Spoken communication
Improving the effectiveness of communication
Structure of communication
Questioning techniques
Open ended questions
Close ended questions
Multiple questions
Leading questions

Dealing with different kinds of customers

Angry customers
Talkative customers
Gatekeepers
Customers who are not interested
Customers who are pressed for time
Conference Call Etiquette
Ground rules for conference calls
Making introductions
Punctuality
Dos and don’ts on conference calls
Using the ‘Mute function

Learn telephone etiquette now.

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