Improve Your Telephone Etiquette

When you make a call or receive a call you should try to impress the person who stays on the other side. The person, who converse with you cannot see you directly, then can only hear your voice. Through your voice they must identify your personality. When you attend a call at work remember your representing the country or the office where you work. Try to give an impressive conversation through telephone.

Ways to impress yourself

Alertness – you should be very alert when you communicate through phone. You should listen what they have to say and clarify their doubts. Try to help them in a better way.

Be natural - Keep originality in your talking. Use very simple language and avoid technical terms and slang. If they can’t understand make it clear for them.

Expressiveness- Modulate your volume while you speak .It gives them a better impression of you.

Keep in touch

When you go for gathering the required information for the customer you should ask the permission “can you hold on the line?” After getting permission, you can keep him on hold. Use the hold button or lay down the receiver. If you take more time for gathering the information you should come and refresh the call. You can apologies and again you can ask the permission. Don’t forget to say Thank you after getting permission from the customer.

If you are not able solve the problem you can transfer the call to the concerned department. When you transfer the call, explain why you’re connecting this call to another person. Make it sure whether he wants to transfer the call or not. If he is not ready arrange a call back. If he is ready to stay on the line transfer the call. Take time to end the call .After wishing the person you can end the call. If you do so the customer will be satisfied with you.

Telephone courtesy

Greet the callers pleasantly and try to be enthusiastic and sincere.

Use the person’s name

Give equal importance to all calls. Try to clarify their doubts. When you treat them well they will have a confidence that you can help them.

Try to satisfy the customers

Don’t forget to apologies for the errors you committed

Use courtesy words like “Thank you”, “Please” and ‘You are welcome’

Try to be a good listener

§ Listen them properly

§ Don’t interrupt

§ Try to limit your speech

§ Think standing in the position of customer

§ Don’t show your angry to them

§ Don’t make a gap in your conversation