Old Fashion Phone Etiquette, Is it lost art?

I am sorry this is a really long blog. If you use a phone in your business (who doesn't?) 

I hope these tips help your business grow. 

The word etiquette is a French word meaning ticket.  The rules of the court were written on tickets and given to the lords and ladies in the court to observe and obey.

A recent study indicates that 91% of dissatisfied customers/clients never complain about personal discourtesies, they simply take their business elsewhere.  Companies now recognize the need to sharpen business etiquette skills as an element of professional development.

The use of telephone manners has never been taught in our schools, despite the fact that using the telephone to communicate is one of the most crucial skills needed to succeed in business.   The telephone is also the first significant contact many people have with a business. It can be a very important image builder and a powerful medium for establishing a good relationship and trust.

Companies today, spend a large amount of their resources on staffing, advertising and marketing to bring the clients to them. Training on how to receive and retain the customers is vital to the growth of your business.

BEWARE THAT THE TELEPHONE IS A HIGHLY PERSONAL MEDIUM FOR COMMUNICATIONS. 

Intrusion- always be sensitive that people resent even a brief loss of control over their lives

Language- keep your language simple, there is no immediate way to tell if the listener understands what you are trying to communicate

Voice Power-the voice is a great reflector of the inner feelings that we can communicate, regardless of the distance

Excessive Intimacy-when you invade someone else’s ear- at least do so with good manners.

Speed- the ease of use and speed of connection can lead to hasty discussions-with misunderstandings likely to result. Slow down and think before you speak.

Energy- extra energy and effort are required to make a conversation successful. If you are not up to making an important call, perhaps it may be better to wait until you feel more confident and refreshed.

Body Language- Be mindful, as there is no body language-- your voice says it all. 

Answering the Phone

-Try to answer by the 3^rd or 4^th ring (2^nd is better)

-Always identify yourself “Good Morning, this is___________ at ___________ how may we help you?”

-Smile- this makes your voice more bright and pleasant

-Speak slowly and distinctly- do not use slang

-Do not chew gum or eat during a conversation

-Inflections in your voice help you to sound capable and interesting, do not talk in monotones

Transferring a Phone Call

-Let the caller know they are being transferred and if voice mail is available to them. If they do not like voice mail, take a personal message.

-Take ownership of the message; see that it gets to the right person. 

Placing Call on Hold

-Always ask permission to put a call on hold. “Can you hold please?”- Then wait for their answer.

-Always thank the person for holding when you pick up the call again.

-Always use the “on hold” button do not just lay the phone down.

-If they have been on hold a long time, pick up the call and say “I am still checking for you, would you like to continue to hold or have me take a message?”

Screening Calls

Sometimes it is necessary to screen calls in order to work more efficiently. Do so politely and briefly. Do not make callers feel they are being screened. Have a plan of how you are going to handle the callers in a positive manner.

-Do not say “Who’s calling?” or worse yet “Who’s this?”

-You could say something like “May I tell_______ who is calling?”

-If your employer is only available to certain individuals or is only taking urgent request.  If they want to take the call, you can say something like“________ just became available, I will transfer you now.”

-If they are not available, take a message or offer voice mail.

How to Handle Unavailability

This is one of the most important areas of phone etiquette.

-Always offer a positive explanation of why someone is unavailable. Here are some possible options

“He is in a meeting right now”

“She is on another line”

“She is working off site right now”

Never give out personal information, like they are on vacation or sick.  Here are some wrong ways to explain why someone is not available.

“He has not shown up yet”- I used to call a business that said that all the time- not good!

“They are not taking calls “

“They have another day off”

We never want our clients to think we are not available. The person they are looking for maybe out of the office but they are available by voice or e-mail, a personal message or another qualified employee can fill in.  The goal should be to meet the needs of the client even if the person they are asking for is unavailable at that time.

Most callers do not need to know your employer or fellow employee is on a day off or vacation. They only need to know their call is important and will be handled or returned as soon as possible. 

Taking Messages

Telephone messages in any business must be taken carefully and delivered promptly.

-Be polite and professional

-Record all facts correctly

-Make sure the message is delivered to the correct person

-Name and phone number, reason, company time & date and a brief reason for the call should be included.

Proper message taking shows concern for your customers. Most calls should be returned within 24 hours. One of the biggest complaints in business today is that calls are not returned. 

-Follow up when necessary to make sure the client was taken care of. 

Handling Rude, Aggressive Customers or Complaints

-Stay calm, be diplomatic and polite

-Be loyal to your employer or fellow worker

-Show a willingness to resolve the problem

-Remember your customer needs your help and you need your customers

-Try not to use the words, no or never, leave the door open for a resolution

-Take ownership and see it through to resolution

-Know your companies policies in handling issues

Resolving conflict can be the beginning of a long term relationship.  A conflict handled correctly builds trust.

Voice Mail Messages

If you are leaving a voice mail message please included the following

-Name and company

-Keep the message simple

-State the time and date

-Repeat your name and the phone number 2 times in the message

-End with a positive statement- “Have a great day”, or “I look forward to talking to you soon.” 

Speaker Phone

A lot of people do not like speaker phones. It is best to let the person know you are using a speaker phone.  If you are calling somewhere with a client, you should always identify yourself and let them know the client is listening.

“ ________ I am sitting here with Mr. & Mrs. _____________ can you please look up their account?”

This will alert the person that you are on speaker phone and the client can hear the conversation.

Conclusion

The use of the telephone, voice mail and our conversation can be a powerful tool.  Attitude and the desire to improve your skills will determine your level of success. We do have control over how we communicate. Learning these skills will benefit us in our relationship with all of the people we come in contact with every day.

It has been my experience that if we practice the etiquette of proper communication our work atmosphere improves.  Communication is fundamental to seeing a job well done.

Loyalty is a gem that can enhance the work place. Practicing these skills can become a very positive influence in your life.