phone etiquette dos and donts

In a text-driven world, many people forget the importance of telephone etiquette. But, in the customer service industry, proper business phone etiquette is essential to success.

Most people have a general idea of how to sound on a phone call. But when working as a live call operator, you must have a certain level of professionalism when talking to customers and practice proper telephone etiquette.

The Importance of Telephone Etiquette

What is telephone etiquette?

Telephone etiquette is the way you use manners to represent yourself and your business to customers when on a call. Proper telephone etiquette has a major impact on your business as it shows professionalism, creates a good first impression, and creates customer satisfaction.

Essential Phone Etiquette Rules

1. Answer Calls in 3 Rings or Less
Answering incoming calls in three rings or less is the standard for the telephone answering service industry. Answering calls quickly gives callers a good impression of your business and shows that you value your customers.

Three rings may not sound like a long wait time, but it equates to around 18 seconds of ringing. After waiting that long, customers are likely to hang up and call the competition.

2. Speak Clearly
Clear enunciation is essential for a good customer call experience! Callers tend to call your business whenever they are ready to move forward in their buying process, so be sure that they can fully understand your call operators, it could cost you a sale! 

Along with using a clear speaking voice, be sure to speak in a healthy pace. Speaking too quickly can give off the impression that you are impatient, and speaking too slowly can make callers feel as though they are boring you. 

3. Actively Listen
It is nearly impossible to truly understand a speaker’s message without giving them your full attention. We go over four key steps to best listen to customers in this blog post. They include paying attention to the speaker, encouraging them to share the reasoning of their call, politely questioning any gaps in information, and repeating back what you heard for accuracy. 

Using the four fundamental parts of listening will help you to be a good listener, especially if you have the energy and determination needed to do it right. 

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Phone Etiquette Dos

Do Monitor Your Tone of Voice
On the phone, where face-to-face interaction is impossible,  tone of voice takes on significant importance. A defined tone of voice is essential in establishing clear communication between both parties.

Remember, the entire outcome of the call rests on the demeanor and tone of your phone agent.

Do Smile
While it may sound unnecessary, smiling when on a call has a huge impact! According to a study, a smile can actually be heard through the phone. This is because when a person smiles, they tend to use a more friendly tone of voice. 

When a caller hears your smile over the phone, they are likely to smile themselves. With all of these smiles, your customer has a greater chance of feeling heard and having a positive interaction with your business. 

Do Control The Call
A caller has only a person’s tone of voice and helpful attitude on which to base their opinion over the phone. A tone that displays confidence will have an advantage over a weak tone. Furthermore, a confident tone commands attention, gets interrupted less often, and is more likely to be considered a leader.

At Dexcomm, we like to call this controlling the call. Rather than talking over the caller or allowing the conversation to ramble aimlessly, the agent is trained to capture the essential information of the call and get that information to the correct party. This is important when you are relying on a call answering service to extend the professionalism of the business that you have worked hard to build.

Do Use The 7 Ps
Always keep in mind that effective business telephone etiquette requires you to be: prepared, present, polite, patient, personable, professional, and proactive. Here at Dexcomm, we refer to these as the 7 Ps of call handling excellence, and believe that they are essential to proper phone etiquette.

Lapsing on any of the 7 p’s can have a negative impact on your caller experience, which can lead to a negative impact on your company image, and ultimately negatively affect your bottom line.

 

Phone Etiquette Dont’s

Don’t Rush the Caller
One thing you should never do while answering phones for a business is rush or interrupt the caller. When you interrupt someone in a conversation, it implies that you already feel like you know what they will say. By cutting them off, it makes it look as if you think you know what they’re dealing with. This is something that can definitely agitate a customer, so it is best to avoid interrupting anyone.

Don’t Lack Confidence
A tone that displays confidence will have an advantage over a weak tone. Furthermore, a confident tone commands attention, gets interrupted less often, and is more likely to be considered a leader.

Don’t Engage in Other Activities
Always listen carefully to what the caller is telling you.  While on the phone, it is easy to be distracted and let your mind wander or even do other things like clean up your desk or eat.  But the time you or your operators spend with the caller should be all about them. Solving the caller's issue is an operator's first priority.

This concept also applies to angry callers. An angry caller needs your attention  even more so. When handling angry or upset callers, always remain calm and listen. Arguing with an upset caller will not help them and will only lead to further aggression and an inablity for your operator to solve their issue.

Don’t Forget to Complete Quality Checks
In order to guarantee that your business has great telephone etiquette, you must complete regular quality checks. 

You can do this by making test calls to your business line and verifying that your receptionists or call center agents are using professional telephone call handling techniques. 

Key Points

Proper phone etiquette is essential for a good customer service experience. Share this essential guide to business phone etiquette with your customer service team to improve your caller experience and better the reputation of your business.

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Dexcomm is a Louisiana-based corporation that provides answering services to businesses and service agencies across the United States. We have been open since 1954, employ a staff of roughly 50 people, and our average client retention rate is 10+ years.

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Read More About The Author: Marina Prestenbach