Ah, phone etiquette. 

In an age where most communication happens – let’s face it – via texting, Facebook Messenger, or Instagram DMs, the art of the phone call has started to go by the wayside. And while it might be easiest to fire off your quick question in a text message, picking up the phone and calling someone is always going to be the best way to ensure your message and tone are conveyed correctly. 

We’ve put together some of our top tips to help you communicate effectively and with telephone etiquette that will impress even the most traditional customer.

Telephone Etiquette and Communication Best Practices

Particularly when speaking with customers (but also when speaking with each other!) it’s important you and your staff have these telephone etiquette and communication best practices aced:

Answer Quickly

Whenever possible, answer incoming phone calls within the first three rings. This is especially true if the position is one where customers are phoning in and expecting to speak with a customer service rep.

Listen Actively

Active listening isn’t just for interviews – anytime you’re participating in a conversation, be sure to be 100% focused on what the other person is telling you. Don’t assume you know what they’re going to say or how they are feeling. Also, be sure to respond to them based off what they’ve told you, not what you think they want to hear or what a ‘script’ is telling you you need to say next.

Be Clear

It’s important to speak clearly and enunciate well so you are easy to understand. However, being clear has another meaning as well: be clear with your message. Don’t tip toe around things that may be uncomfortable to say or use grand metaphors that might create confusion around what you are trying to say. 

Remember the Basics

Don’t forget about the basics! Effective communication skills don’t change just because you’re on the phone and not in person. Be polite and friendly, go in with a positive attitude, be open and transparent, be professional, and be clear about the objective of the conversation.

Dealing with Challenging Callers

You can usually tell within the first minute of a call what the nature of the conversation is going to be – and sometimes you’re unfortunately going to have to deal with difficult callers. Your listening skills and attention to detail will be important early on – take note of their tone of voice, how quickly they are speaking, and of course, what exactly it is they are telling you. It’s also a good idea to take notes about their concerns and specific issues so you can refer back to them.

No matter what, it’s important to stay calm and professional, show empathy for what they are experiencing, stay positive (but not too positive!), ensure you get details to clarify exactly what the problem is, apologize and take responsibility where it’s warranted. 

Effectively Closing Calls 

Indeed has a great resource specifically about closing calls! Everyone on the call is invested in its subject and outcome, so it’s important to end it in a way that makes everyone feel good. And of course, how the call finishes is what will stick out the most in their minds immediately following. When a customer leaves a call with you feeling satisfied, it helps promote loyalty and encourage repeat business.

Before you close, ensure the customer has achieved their goal for the call. When you’re satisfied that the purpose of the call has been satisfied, you can use a number of phrases to end the conversation. Here are some examples from Indeed:

  • “Again, my name is Mina. I’m happy I could provide clarity on that topic. Thank you for contacting Pancake Palace. Have a great day.”
  • “Thank you for calling, please call back if you have additional questions.”
  • “Thank you so much for your call. If you need any additional help, please call back at 1-800-808-3333.”

Ensuring your staff is trained in the art of effective telephone etiquette can go a long way with building and maintaining customer relationships. Whether they are answering general inquiries, taking orders, or responding to complaints, proper phone etiquette can make or break a customer’s experience with your company.

If you have any questions or would like to book a training for your team, you can give us a call at: (778) 836-8173.