Telephone Etiquette
Posted on: 17/Jul/2015 10:48:59 AM
One of the things that a well rounded person knows is how to talk on the telephone. Many may think that just by talking naturally or politely they have cracked the code. But there are things that one must consider while on the phone. Here are a few things to keep in mind when you are talking to a friend, colleague or boss.
Pick up the phone. Make sure to answer the phone in as little rings as possible. Its rude to make a person wait. Also, it shows eagerness and professionalism.
Make notes. During a professional call or a telephonic interview, keep a paper and pen at hand. Take down the points of the conversation. This helps you gather your thoughts as your speak and also to revise the details at a later date. If you are in customer service, writing down points will show care.
Identify yourself. While taking a call at work, identify the company and yourself. For example, say ‘Good morning! XYZ company, ABC speaking’. This gives a positive and definite beginning to the conversation.
Avoid interruptions. These may be of two kinds. One where one may say ‘Hold on a second’ or ‘I’ll be right back’ and then come back onto the phone. Make sure to ask for permission before putting a person on hold.
The other is when you interrupt the other person whose talking. In the first case, they to avoid a break in the conversation - unless, of course, it is unavoidable. To keep a person waiting, whether on the phone or otherwise, is just plain impolite. In the second case, let the person finish his or her sentence before you interrupt. Again, this is unless you need to get a point out straightaway.
Body language shows on the phone too. If you are asked a question, think about your response before answering. This works especially in a telephonic work interview or any other work situation. If you continue to answer something you don’t know, it will show in your voice. Fortunately or unfortunately, your voice has its own body language. Do not be afraid of brief silences. Use the time to gather your thoughts instead.
Respect. Talk to everyone with the same respect. Remember that your subordinate or junior may, one day, become your boss. Getting a marketing call? Yes, it is annoying. But remember that the person is just doing his or her job. Respect that and answer politely.
Someone is listening. This is almost always true in a professional environment. Many companies use telephone etiquette as a tool for assessment. Always assume someone is listening and be on your best behavior.
In a crisis. The old adage ‘The customer is always right’ does not hold water always. But do not reflect the customer’s mood. If your customer is ranting and yelling, it is all the more reason to be extra polite and d try to solve the issue at hand.
Goodbye. Again, during an interview, say goodbye decisively. Don’t ramble on about how it went. While making a deal, be specific and to the point. Your parting words should show confidence. End your conversation with ‘Thank you’ or ‘Have a nice day’.
