Business Telephone Call Etiquette
When making a business telephone call, it is important to be courteous and respectful. If the caller is not picking up the phone, you may ask them to leave a message. The customer will then have the opportunity to call back later. During the call, be sure to provide the caller with all the necessary information.
Putting a caller on hold
Putting a caller on hold is not a pleasant experience, but it's an inevitable part of business telephone call etiquette. In general, you should place a caller on hold only when it is absolutely necessary. This is especially true if you're providing customer service. Typically, reasons for putting a caller on hold include transferring the call to another employee, looking up a customer's file, or answering another line. However, you should always offer your callers the opportunity to refuse, and be sure to handle refusals in a polite manner.
When putting a caller on hold, it's best to make sure they understand what's happening. A general rule of thumb is that a caller should be put on hold for less than a minute, and call center agents should let them know what's happening and offer them a return call.
Putting a caller on hold in the business telephone call etiquette should include asking the caller if they are okay with this, and then asking them to call back at a later time. Otherwise, they may feel unimportant. Also, avoid talking with your mouth open or chewing gum while on hold. Lastly, never use profanity when speaking to a caller on hold.
Addressing callers
When addressing callers, it's best to use the person's full name, unless the caller requests otherwise. Using a first name may appear too informal and may suggest over-familiarity. In addition, many callers have been offended by first names being used inappropriately. For this reason, advisors are taught to always ask for the caller's full name, or at least their preferred method of address. This way, they don't have to worry about sounding too formal, and the caller will feel more comfortable with your method of address.
Another tip for making a good first impression is to smile before answering the phone. Not only does this make you appear more professional and friendly, but it also conveys a positive attitude to those who are calling. Moreover, your voice tone will reflect your mood during the day, so make sure to sound pleasant and warm whenever you are on the phone. Also, be sure to speak slowly and clearly.
Business telephone call etiquette is important because it sets a professional tone for your company. If you make a mistake, potential clients may not want to work with you and will turn to your competitors.
Body language
If you're using a business telephone, body language can be a very effective tool. Not only does it help you communicate, it can also be a great way to keep your customers happy. When you're on the phone, you need to act like you'd talk to a live person, and this means using the same body language and actions.
Studies show that about 75 percent of a person's message is conveyed through body language, and the way they speak affects how their words sound. But how can you use body language on the telephone? Let's look at a few examples. For example, one hospital employee used a low tone and a low pitch to relay some bad news to a patient's daughter. In reality, she was telling the daughter that her mother had been transferred to another hospital.
Your posture and voice quality are also important in how customers perceive your message. During face-to-face conversations, body language accounts for 55 percent of all communication. On the telephone, however, it plays a much larger role. In this context, it's important to guide your agents on how to use their body language
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Communication is essential in all phase of life, including business.
Lack of appropriate communication makes your message weakened or obscure and generates the reverse idea about you on others which can change your business very negatively.
Let’s discuss Business Communication Etiquette in details.
You can also use it to send attachments such as documents, spreadsheets or images.
It is usually less helpful if an important response is required, although a follow-up email as a written record of a phone conversation is usually desirable.
Email is usually a reliable method to ask a question or deliver a message quickly while remaining formal and keeping an accurate record.
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