Business Telephone Etiquette
Join 1000's of Authors at StreetArticles Today!

Business Telephone Etiquette

The rise of digital technology has resulted in a decline in our telephone skills. If we want to deliver good customer service, showcase our brand in the right light and build effective relationships, it is an essential skill for everyone who may pick up the phone.

A phone conversation may be the first contact that a prospective customer has with your company. For this reason alone, training your employees on telephone etiquette should be a priority. Add in the fact that a friendly, helpful conversation, where a customer gathers all the information they need could be all it takes to secure a sale and we can start to understand the importance of this skill.

If you are looking for a few pointers in order to deliver some basic telephone skills training, the points below may help.

Making a Call

If you are making a business call it can be helpful to jot down the key information before you dial the number. You might note down the name of the person you ideally want to speak with and list the points you want to cover. Have a pen and paper at hand in order to note down any information given.

When the call is answered, introduce yourself and if appropriate, your company. If you have a named contact, ask to be put through to that person. It is important to be clear, polite and professional throughout the conversation. If you missed a piece of information, ask for it to be repeated. It can be useful to summarise the key points before ending the conversation to clarify that you have fully understood.

Receiving a Call

If you answer a call, it is also important to begin with an introduction. Saying your company name and your own name helps the caller to know if they have got through to the right person. It is then important to listen to what the caller says. Try to avoid interrupting and don’t get distracted by other tasks or people. It can be useful to image the caller is stood in front of you and act accordingly.

Your responses should be friendly and helpful. If you speak with a smile on your face, it will help you to speak with a greater level of interest and expression. People often say they can ‘hear a smile’ but it is the difference in the tone of your voice. If the caller isn’t happy, work hard to remain calm, sincere and diplomatic in your response.

If you don’t have all the information that the caller wants, it is acceptable to ask if you can either put them on hold or call them back. If you think it will take more than a minute or two, then a call back is preferable as no one likes to wait. If you offer to call back, ensure you do and make it a priority. Before you end a call, check that the caller has all the information they wanted from you.

Taking a Message

At times a caller may want to speak to someone who isn’t available. Apologise for the fact that they aren’t available and offer to take a message. You will need to note down their name, their company and their telephone number as a minimum. It can also be valuable to summarise the message, note the time of the call, along with any particular requests such as convenient call back times.

The information you note down will help your colleague to be best prepared for making the return call. They can have information at hand that might be useful and be more professional during the conversation.

Understanding How your Office Phone System Works

An office phone system is quite different from a regular mobile or home phone, so all staff should be shown how to use it properly. This is the only way to ensure that you get maximum value from the available features.

Your office phone system might allow employees to redirect a call, put a caller on hold, make a conference call, activate voicemail or programme in a mobile number for their phone to be redirected to if they are out of the office. By providing clear training you can avoid many customer frustrations.

If you would like to find out more about office phone systems and how they can help your business, visit the Opus Telecoms website.


Street Talk

No comments present
You May Also Like
Hiring Moving Company In Charlotte, NC for Your Next Move
Moving hаѕ become the еѕѕеntiаl part of vаriоuѕ fаmiliеѕ аnd соmраnу оwnеrѕ. People rеlосаtе ѕimрlу bесаuѕе thеу wish tо dо so оr ѕоmе move with аn оbligаtiоn to move. Pеорlе hаvе various rеаѕоnѕ to mоvе оr rеlосаtе. Finding opportunities, nоt comfortable with thе ѕurrоunding аnd many mоrе such reasons аrе…
By: Cory Frank in  Business  >  Customer Service   Jun 07, 2016  
0
  Likes: 0

Facilitating Gym Goers Growing Demands
In 2000 there were an estimated 32 million gym memberships in the United States of America. Over a decade later, that number has almost doubled to over 55 million and continues to grow. The landscape is similar in the United Kingdom, with a growth in the number of young adults…
By:  in  Business  >  Customer Service   Jun 06, 2016  
0
  Likes: 0

Woodwind Repairs Doncaster, Give Your Instrument Its Voice Back
There are plenty of people playing different instruments. It is truly an art knowing how to harmoniously play a certain instrument, creating exquisite sounds and play whole songs. No matter how much you take care of your precious sound maker, there are problems that you can encounter. When your instrument…
By: Johny Danes in  Business  >  Customer Service   Jun 03, 2016  
0
  Likes: 0

In - House IT Counsel Or Outsourcing: The Tough Debate
For many decades now, businesses have accepted the presence of IT systems in their services as an imperative for survival and prosperity in their field. From databases to network to communication, IT systems are necessary for any company today that wishes to expand and make good business. However, over recent…
By: Rhys Crawford in  Business  >  Customer Service   Jun 01, 2016  
0
  Likes: 0

For Air Conditioning Repair Riverside CA It Is Advisable To Look For Trustworthy Mechanics
Air conditioners are the need of the day as temperatures are steadily on the rise and it is not possible to survive in extreme temperatures for long. This is why more and more people are opting to air condition their homes centrally and make sure that they spend the summer…
By: Charles Hall in  Business  >  Customer Service   May 31, 2016  
0
  Likes: 0

Signs to Get Home Renovations York Done
There are some telltale signs that show your house needs to be renovated. We are about to discuss a few such points to help you in planning home renovations York just when it is required. And, the best part about this is you don’t have to look far and wide…
By: jfab7 in  Business  >  Customer Service   May 30, 2016  
0
  Likes: 0

Preparations for Your Big Day Are Not Complete Without AV Hire London
We all have our special days in life. It might be a wedding ceremony, a birthday party, graduation ceremony or a special company gathering. Planning for such days can be a grueling affair but our wish is always one; that the events of the big day go on as smoothly…
By: aby in  Business  >  Customer Service   May 30, 2016  
0
  Likes: 0

The Essence Of Audio Visual Hire London Systems
Whenever you have a big event coming and you are involved in its planning, you work hard to ensure that the big day becomes a success. A really important part of the event is the entertainment and speeches. This means that you have to invest in a reliable Audio Visual…
By: aby in  Business  >  Customer Service   May 29, 2016  
0
  Likes: 0

Why Industries Need Precision Engineering Leyland Services
Most industries and factories use big and complicated machines that are uniquely made to perform a particular production function. Such machines highly depend on Precision Engineering Leyland to keep working properly. Since replacing such complex machines might cost an arm and a leg, it is only prudent to invest in…
By: Sia Benet in  Business  >  Customer Service   May 28, 2016  
0
  Likes: 0

Exactly How You Can Make Your Photos Much More Appealing?
Have you ever before envisioned that you could make your individual image obtain much more eye-catching through readjusting the illumination, different colors deepness, clearness of pictures with the help of finest image modifying device. With the fast growth of Internet on the planet, there are numerous social internet which be…
By: paritosh in  Business  >  Customer Service   May 28, 2016  
0
  Likes: 0

The Importance & Benefits of Fleet Washing For Businesses in Calgary
If your business in Calgary has a fleet of company vehicles, it is important to schedule regular fleet pressure wash in Calgary. You know the importance of keeping your fleet clean to make that good first impression. Clean and well maintained vehicles help promote a positive public image which can…
By: Cory Frank in  Business  >  Customer Service   May 28, 2016  
0
  Likes: 0

The Favorite Casuals
In the recent days, t-shirts have become a canvas with endless possibilities. From simple prints of quotes to painting artwork, t-shirts are becoming popular in all age groups. People are personalizing the sayings being printed on their t-shirts and are making a statement about their personalities. We cannot ignore the…
By: Bob smith1 in  Business  >  Customer Service   May 28, 2016  
0
  Likes: 0

Real Estate Concierge Services Can Make A Big Difference
Living in a condo is a luxury and convenience to many consumers with the available concierge services available. Condo owners or occupants prefer living in a condo where all facilities and public amenities such as swimming pool, garden, BBQ pits, fitness center and laundry facilities are well taken care of.…
By: Dreux Provencher in  Business  >  Customer Service   May 23, 2016  
0
  Likes: 0

Best Fire Services In Uttar Pradesh
Yash Kirti Fire Services Pvt Ltd is a leader in designing, installation, testing and further maintenance of Fire Protection Systems in Uttar Pradesh, India. The company has high values that include integrity, transparency, providing the highest quality in the decided time span. Customer satisfaction is their main motto. The company…
By: Shraddha Gautam in  Business  >  Customer Service   May 21, 2016  
0
  Likes: 0

Quit Smoking With Best Nicotine Way
Cigarette Smoking is injurious to health - this statutory warning labelled on every cigarette pack is read at least dozens of times by almost everyone who smokes. But it’s more of a formal suggestion that no smoker needs to follow. However, with time, many smokers have come to realise the…
By: Rex Vasquez in  Business  >  Customer Service   May 20, 2016  
0
  Likes: 0

Article Views: 1079    Report this Article