Maximize telephone etiquette from "summary" of You Can Sell Anything by Telephone! by Gary S. Goodman
Good telephone etiquette is essential for successful communication and to make a positive impression on customers. Learning how to be professional and polite on the phone can help to maximize customer service and satisfaction.- Nonverbal communication plays an important role in telephone etiquette. Always think about how you present yourself through your tone of voice, as this will reflect your enthusiasm and willingness to help.
- Establish a friendly, professional attitude when answering the phone. Speak clearly and slowly when giving your name and department. Make sure to sound cheerful and welcoming.
- Take time to listen carefully to what the caller is saying. Pay close attention to clues that give you insight into his/her feelings or importance of the matter. Only offer solutions after you have learned all the facts and made sure you understand the caller's desires fully.
- At the end of the conversation, summarize what was discussed and suggest helpful follow up steps. Thank the caller for speaking with you and let him/her know you're available for any future queries.
- Remain positive throughout the entire call, even if things get a bit tense. Respect and patience are essential factors to keep in mind when dealing with difficult calls.
- Technology has allowed us to multitask while on the phone, but use caution when attempting others tasks at the same time. Always give the caller full attention by not typing emails or attending to other matters which might distract you away from the conversation.
