As a business, you must realize that how you engage with clients and business companions over the phone will either reflect positively or negatively on your organization. Business calling, in the hands of a poorly trained employee, manager, or business owner, business calling can have a disastrous impact on the company. As a result, it’s critical that businesses adequately train their personnel on good and negative phone habits.
The method you use to communicate should be appropriate for the target audience, the situation, and the nature of the message. Often, the greatest way to communicate is to make a phone call, hence why we have call centers like BizBaby.
Other times, an instant message or SMS will suffice to complete your task. And, sometimes, email is the best option. If you opt to converse over the phone, make sure you follow the dos and don’ts since every conversation matters.
Do’s During Business Calls
It is critical not to let a company phone ring more than three times when answering it. Remind employees that picking up the phone on the second or third ring is the best moment.
A nice greeting, such as “Hello,” “Good Morning,” or “Good Afternoon,” should be used while answering the phone. Following the greeting, the person on the other end of the line should state their name and the name of the company or organization is called.
Speak clearly, with a voice neither too loud nor too quiet. People should understand what is being stated to them if words are enunciated and spoken slowly enough.
If you need to put someone on hold, get their permission first and give them the option of leaving a voicemail message. Thank the caller when you take them off hold to emphasize that their time is valued.
If a callback has been promised, always return the call. If a time limit was specified, the caller must make every effort to return the call as soon as practicable within that time limit.
If you need to transfer a call, let the person on the other end know ahead of time. It’s also crucial to explain why the transfer is necessary.
Don’ts During Business Calls
When picking up the phone, a person should never pick up on the first ring. Callers will be caught off guard because they are not expecting it.
When eating, chewing, or drinking, don’t answer the phone. If there is something in a person’s mouth, it should be swallowed or removed before picking up the phone to answer or make a call.
If you must leave the phone, make sure the line is never left open. Instead, put the caller on hold and check in with them periodically – at least once every 45 seconds.
Never use the words “I don’t know” when on the phone with someone. “I’ll double-check on that for you” is the appropriate response to a query with no clear answer.
Never say anything to a client or customer that could be construed as rude. The person who answers the phone should always speak to the caller in the manner the caller would like to be spoken to.
When interacting with a caller, slang should never be used. According to Federal law, swear words should never be used and may be criminal in certain instances.
Do not hang up the phone without saying something encouraging, such as “Thank you for calling,” or “Have a nice day.”
Importance
It’s critical to have proper business phone etiquette. It’s often the first point of contact between you and your customers that creates a lasting impression, and it can help you increase customer loyalty. Quickly answering calls and taking messages demonstrates competence and makes clients feel cared for.
Listening carefully before responding demonstrates patience and genuineness, which strengthens client relationships. Asking the correct questions is also an essential element of excellent phone call etiquette since it allows you to determine whether or not your consumers are happy.
