No matter what future tech is on the horizon, if you run a business or work in an office, the phone will keep ringing. While it’s advisable to adopt new technology and practices to improve communication and progress your business, it’s important to master the timeless form of communication. Phone etiquette can be hugely influential to the growth of a business. In order to provide exceptional customer service and properly brand your company over the phone, we share the top do’s and don’ts to guide your calls.
Customer Service Phone Etiquette Do’s
- Introduce Yourself
When answering professional calls, you should introduce yourself first, so the caller knows who you are and gets assured that he/she is speaking with the right person. Take your time to state your name, your role, and the company’s name. Then wind up with a warm “How can I help you?”
- Speak Clearly
Enunciation is critical when you can’t pick up on body language cues.
Make sure that all your words are clear and that you speak slowly so that the person on the other end of the phone can understand you.
- Listen to Requests
Be proactive during the call ensures that you’re getting every important detail. When you’re busy multitasking, it can be challenging to be completely engaged. Set the tasks aside so you can actively listen and understand the client’s issues and needs.
- Use Proper Language
The language you use speaks a lot about you. If you keep your language professional, you will sound like a professional, and you’ll be treated like a professional. Avoid slang, casual language, and swear words to show you’re really into the call. Even if the caller gets angry, stay calm, and use peaceful language.
- Ask to Place the Caller on Hold
In some cases, you’ll need to put the caller on a brief hold as you inquire about something or transfer the call to another department. If this happens, be sure to ask for their permission first instead of saying something like, “Hold please.”
Customer Service Phone Etiquette Don’ts
- Don’t Speak Too Softly or Loudly
Your voice should be adjusted to the volume that you normally speak. Answering the phone loudly sounds harsh and speaking softly will make it hard for the call to understand you, and they can even be unsure if they dialed the right number. Be free to ask the caller if they can hear you.
- Don’t Leave a Caller On Hold For an Extended Period
If you really have to place a caller on hold, make sure that you don’t leave them on hold for a long time. Placing a person on an extended hold can make them feel unimportant and may even prompt them to hang up. If you can’t solve the issue within a reasonable time, it may be better to take the caller’s number and call them later.
- Don’t Talk With Your Mouth Full
Chewing gum, eating, or slurping a drink while on a call is a big no-no. It’s very irritating for someone to smack their lips in your ear when you’re talking about a criminal case or following up on delivery issues. Customers also get the message that you have other more important things to do than talking to them.
- Don’t Interrupt Customers
Regardless of how annoying, angry, or provoking a client is, stay calm until they’re done. It’s not that customers have the freedom to say whatever they want; you just need to put them on the foreground during the call. Only interrupt when things go too far, such as a customer cursing at you for no reason.
- Don’t Use Speakerphone When Not Necessary
Using speakerphones should never be the first choice because the quality of the call becomes lower, and the privacy is lost. Unless it’s absolutely necessary, like multiple individuals are needed on a call, don’t do it without a caller’s permission.
The Best Call Center can help make these phone etiquette rules part of your calls with clients. Our live call answering service and proprietary call handling platform can make your work as a business owner much easier. Call us at 800-385-4656 or visit our website to learn more.