How Important is Phone Etiquette When Providing Customer Service?

One of the basics, be it a selling business or a tech support company, is learning proper telephone etiquette. Telephone calls are part of everyday work. It is a necessary tool, which in most businesses, is the first point of contact with customers. It can either make or break a business transaction. Telephone etiquette is the way for a business to convey good customer service.

The First Impression Cliché

As the cliché goes, first impressions last; but this is a cliché that spans all generations and every business. Even in this day and age, most business transactions still start with a telephone call, and how the conversation goes gives the customer an overall impression of the business. Thus, learning proper business telephone etiquette is important because a call can either make or break a potential business client.

With this in mind, you should be prepared before taking a business telephone call but at the same time should not let the caller wait longer. The rule of thumb is to place a customer on hold for no longer than two minutes. Anything else longer than this and you might lose the client.

Calls should be answered after the second or third ring. You should have a standard greeting to be used. Most importantly, modulate your voice because this is an important aspect as to how the call will turn out.

Basic and Courteous Customer Service

Learning business telephone etiquette is essential because it is considered a basic customer service. Established and repeat clients usually make calls more often with the business to follow up because they are already familiar with the business environment. If telephone etiquette is applied, customers will not only come back for your services, but they can be third party advertisers for your business as well; they can recommend a business through word of mouth not just for the products offered, but because of the excellent customer service.

You should take note that the person on the other line may not see the facial expression used when taking a business call, but the tone of voice can determine the facial expression. In a telephone call, it is essential to listen and speak to the person on the other line, in a proper and prepared manner. Always respect the person on the other end of the line.

Enhancement of Communication Skills

Speaking can develop a person’s communication skills. Those who often speak can master the art of talking. You can even practice proper grammar through telephone conversations. The telephone is not just for the benefit of the party calling but for you as well, as a business owner. It is recommended that when you answer a call you should always be positive, not just in tone of voice, but in your overall personality.

By knowing the importance of learning proper business telephone etiquette, you should keep in mind that telephone calls should not be taken carelessly, but always with great care and attention.