How Good Phone Etiquette Can Help You Get Ahead

Phone etiquette is essential for any company to foster good customer relationships.

Whether you’re an entrepreneur focused on growing your own business or you work for an employer, having good telephone and communication skills can help you excel in your business or career.

MANCOSA offers a short Telephone Skills course that teaches you professional phone etiquette, including handling difficult callers.

This article will discuss telephone skills, their benefits and examples of good telephone communication.

What is telephone etiquette?

Phone etiquette consists of a combination of techniques, behaviours, and etiquette that assists in achieving clear and productive communication. Good telephone skills are essential if you have a business or are an employee with career growth goals.

This includes the following skills:

Proper greetings and introductions
Active listening
Showing empathy
Clarifying questions
Summarising
Providing information in an easily understandable manner
Apologising when necessary
Expressing appreciation
Closing calls effectively

The benefits of good telephone skills in business and your career.

Good telephone skills are advantageous in growing your business and advancing your career.

Business advantages

1. Superior customer service

Good telephone skills enable you to talk to customers and handle their complaints and questions quickly. This leads to higher customer satisfaction. Also, by providing excellent customer service, you build your company’s image and encourage repeat business.

2. Improved customer experience

The telephone is one of the most favoured forms of customer support. Customers enjoy talking to businesses over the phone because it makes them feel valued and heard. Precise phone interactions result in positive customer experiences and leave a lasting impression.

3. Better chances of sales conversions

Excellent phone skills allow you to talk to customers confidently and persuasively so you can close more deals. Addressing customer concerns or objections increases the chances of turning leads into sales.

4. Client retention

Solving issues promptly and making customers feel valued reduces their chances of searching for other providers and increases their lifetime value. This leads to more profit for your business.

5. Improved perception of your company

Professional and clear telephone calls help your company be seen as trustworthy, reliable, and customer-focused. This allows your business to have a positive perception in the eyes of the public and can lead to more business.

Personal career advantages

1. Helps build interpersonal skills

Regular phone interactions build interpersonal skills, including communication, active listening, and problem-solving abilities. Since these skills are valuable to employers, they increase your marketability.

2. Allows you to develop genuine relationships with customers

Having meaningful interactions with customers allows you to establish genuine connections with them. As a result, they may become loyal to the company, and your employer will see you as a valuable asset to the team.

3. Improves your skills as a salesperson

Frequently talking to customers over the phone will help you learn their wants, needs, and objections. As a result, you’ll become a better salesperson as you can address these objections and convert more leads into clients.

4. Builds confidence

Mastering phone etiquette will build your confidence and allow you to be more assertive in all areas of your professional and personal life. You’ll no longer be nervous about speaking in front of people and may even become highly skilled in public speaking and presentations.

5. It opens the door to career opportunities

Strong telephone skills will show employers you’re a skilled communicator they can trust with their clients, employees, and stakeholders. This can open doors to higher-paying and more senior positions within a company.

Examples of good telephonic communication

Here are some telephone etiquette examples:

1. Be positive

It is vital to always maintain a positive attitude throughout a conversation. This includes greeting the person politely, expressing enthusiasm, and responding promptly. For example, when a customer calls to report a problem, you should start the conversation positively by saying, “Good morning! Thank you for calling. How can I help?”

2. Speak clearly

Ensure you enunciate your words correctly and speak at a moderate pace to avoid misunderstandings. You can also repeat vital information to ensure the person on the other end has complete clarity and isn’t left with questions.

3. Be sincere and empathetic

Show genuine concern and empathy when a customer calls you with their issues. You can use empathetic phrases, such as, “I’m so sorry to hear that you’ve had a bad experience” or “I understand how frustrated you must be.”

4. Listen actively

Listen to what the caller is saying without interrupting them. Ensure they finish their sentences before you respond — even if you disagree with something. Also, pay close attention to every detail so you can refer to specific information they’ve said previously as the call progresses.

5. Be friendly but professional

While being kind and talking to the customer in a friendly tone is essential, you must also maintain professionalism. To do this, you can use warm and welcoming language and ensure you adhere to company guidelines.

6. Do your research

If you plan on calling a customer, research beforehand to familiarise yourself with the customer’s background and previous interactions. This demonstrates that you value them and don’t want to waste their time.

7. Display strong organisational skills

Stay organised throughout the call and keep all relevant documents nearby for easy access. Avoid putting the caller on hold for long periods, and don’t pretend you know the answer to something you don’t. Instead, if the caller asks you a question you’re unsure about, be honest and say, “I’m unsure, but I can find out for you right away.”

8. Show appreciation for the caller

Express gratitude for the caller’s patience and feedback. Ensure you end every call with a positive phrase, such as “Thank you for choosing our company. We sincerely appreciate your loyalty. If you have any more questions, please don’t hesitate to reach out.”

Register for a MANCOSA telephone skills course

As you’ve seen, telephone skills are crucial in any company. Whether you work for yourself or an employer, learning these essential communication skills is vital to keeping customers happy.

MANCOSA offers a Telephone Skills short course that teaches you the basics of professional telephone communication, the rules of professional phone etiquette, and how to understand a caller’s objectives.