Telephone Etiquette

Telephone Communications

For small and big businesses, telephone communication is very important. It must be effective from the start to the end of the call. The effectiveness of the call will be determined by the people who are on the other end of the line. Learning the proper etiquette for a more effective telephone communications is very important for both small and big businesses. This way, the production and the income of the business will increase.

Starting the Call

You must do the right greeting to make sure that the call starts properly. This is important whether you are the one calling or the one answering the phone. Greeting the person on the other end of the line properly will determine the tone of the entire call. For your greeting, you must identify yourself, your company and the reason why you are calling. If you are the one answering the phone, ask the person on the other end of the call how you can help him or her and make sure the tone of your voice is friendly.

The Content of the Call

After greeting and giving the proper introductions, go directly to the reason why you called. For any businesses, telephone communications is very important so that the costumer and the employee will solve problems easier. Make sure the tone of your voice is still friendly. Take notes of the important information that the caller told you to relay it to the people involved.

Resolution

Make sure there is a clear resolution to whatever the topic is before you end the call. The main reason why the costumer called or why you call is to solve problems, to contact someone else, or gather information. If you called to get some information, recall the information you gathered in your notes to make sure you jotted down the right information. If a caller calls to solve a certain problem, make sure you recall the problem and whether it is already solved or not before hanging up the phone.

Ending the Call

How you end the call is as important as how you started the call. Make sure you are very courteous in ending the call and say the magic words, “thank you.” Make sure you have reached a resolution or that you have already solved the problem before you end the call. Also, before ending the call, you must ask whether or not there is still anything you can do for the caller or if there are any additional information needed. If there are any follow ups needed, ask for the contact number of the caller. Make sure your tone is still friendly to leave a pleasant impression on the person who called.

Other Strategies

Make sure you return calls on the appropriate time to reflect good customer service. Do not put the customer on hold as much as possible. You can only put a caller on hold if it is absolutely needed. Do not let a phone ring for more than four times. You must answer the phone right after the 2nd ring.