Most times, telephonic conversation is the first point of contact that customers have with companies. And that’s why telephone calls have become a part of everyday work in many organizations. Whenever you are going to reply to a customer via email, you will be depending on auto correction option available in your support systems to sound error-free in your email language.
However, when it comes to responding to a telephonic call, it is very important to handle it with care. Following the telephone etiquette rules will create a positive rapport with your customers.It will make your customers return again to your company for further discussions.
Advantages of Telephone Etiquette
- Build respect and trust
- Promotes long-lasting positive rapport
- Provides 100% customer satisfaction
- Helps to predict customer’s demands before they approach
- Saves time & fosters clear communication
Business Telephone Etiquette
Telephone etiquette rules which are an important facet of communication must be practiced by every support agent to ensure that they provide a professional and friendly customer support service.
Greet your callers with courtesy
Treat all callers equally with courtesy. Pick up the business call in between the second and third rings. The conversation must always start with a greeting. The greeting must include a salutation, your name, and your company name. Be audible and clear. As the first impression plays an important role in everything, you as a support agent must be enthusiastic and friendly with the caller and make them understand that they have someone to address their business needs. Smile when you speak as it influences your tone of speech and your voice.
Never Interrupt
Allow your customers to explain their needs in detail. Do not interrupt in between while the caller is speaking. Always try to get more information from the customers as communication via telephone helps to get a clear idea about the customer’s needs. Listen carefully to the customer and then respond. Even if you are about to guess what the customer is going to ask, give them a chance to speak.Be empathetic.
Seek permission for Hold
It is inevitable that there will be calls which are going to be put in hold while trying to get resolution.Putting your caller on hold is not a bad thing but it must be handled in a responsible manner.
- Seek permission from the caller to put on hold.
- Ask them whether it is it okay for them to be on hold for sometime.
- Explain your need of putting the call on hold.The caller must be clear why he is waiting.
- Ask the caller if they are ready to wait for still more time (if it takes more time time to get resolved) or they would prefer a call back.
Be honest
If you don’t have the right answer or resolution,always admit it instead of giving false solutions and making excuses.You can inform the caller that you are looking for a solution or transferring the call to other agents who does know the answer. You can get back to the call within minutes or schedule a call later if it takes more time for resolution.Customers do not expect very quick resolution from support agents but they expect transparency/honesty from them.
End your call perfectly
Whether you have solved the customer’s query or not, it is the duty of the support agent to end the call in a professional way. You must be polite as much as possible to the caller. And you must not sound like you are in a rush to attend the next call. First of all, before ending, you must ask them if any further assistance is required. If no, you can thank the customer by mentioning their name and wish them a good day. Your call turns to be perfect one when you make sure that the customer hangs the phone first.