For most business enterprises, a telephone call will be the initial contact between the customer and the business employee. This means that a single phone call may actually make or break your business. As a matter of fact, most experts say that every time your telephone rings, there opens a possibility for you to gain or lose potential customers or clients. Hence, you must always take all measures to ensure that your business makes a good first impression to the new customers. The simplest way to do this is to make sure that you and your employees are trained to observe proper telephone etiquette.
Here are some tips from the Etiquette Page:
- Always answer a call promptly—at least by the third ring.
- Answer the phone in a professional and pleasant manner, and with a smile. Be enthusiastic. People can feel it or hear it on the other end.
- When answering an office phone, welcome callers by introducing yourself and your organization. For instance, ““Hello Etiquette Page Enterprises, Margaret speaking. How may I help you?” If you’re answering a personal cell phone, a simple, “Good morning, this is Margaret,” is appropriate.
- Speak slowly and clearly when answering the phone so that the caller can understand you. Keep your voice at a moderate level. No one likes to be yelled at.
- If you’re answering a phone with multiple lines, be sure to ask the caller if it’s all right for you to place him on hold BEFORE you do so. Provide callers who are on hold with an update every 30 to 45 seconds and offer them choices if possible. “That line is busy, would you like to continue to hold or would you like to leave a message for Ms. Friesen?”
- Don’t use speakerphone to answer an incoming call. This could give the caller the immediate impression that you’re not fully engaged with them.
- If you use an answering machine to catch those calls you can’t get to, make certain that you record a professional message that includes an introduction (just as if you were answering the phone). This will ensure that the caller knows he has reached the right person and avoid any confusion. Provide any other pertinent information that you feel would be useful to callers. For example: If you leaving for a vacation update your message to include this information, along with the date you will be returning.
Business telephone etiquette is very important. In fact, a good telephone conversation with customers goes a long way. As a business owner, you should be mindful of how you and your employees handle every call that you make or receive for your business. The way you handle the needs and inquiries of your customers over the telephone is vital to any company because it is not just enough that you have fantastic phone system. Sometimes, what matters most in good customer service is the little things which includes the way you carry yourself when speaking with the customers through a telephone. To get more tips on phone etiquette, visit the RingCentral business phone website.