Handling a telephone call is a simple task that everyone has already experienced. But, as simple this task might be, there are still a lot of people who do not know how to properly handle telephone calls. This becomes a big disadvantage for a person in a workplace making it necessary to learn proper telephone etiquette in the workplace. Here are the following things you have to keep in mind when you are handling telephone calls.
When Answering the Telephone
If it is your responsibility to handle telephone calls, it is essential to greet the caller in a professional manner. Never act in a way that customers are obliged to call you. Start by stating a simple ‘Hello’ and brand all calls by using the name of the company. Branding of calls is used for two primary purposes:
1. It allows the caller to know that they have called the right company.
2. It prevents the company from looking amateur and unprofessional.
Remember to provide your name at the start of the call and be friendly and personable. Ask the caller how you may help them.
What to Do When Talking on the Phone
Talking on the phone makes it easy to sound monotone, dry and bored. You do not want your caller or customers to think that you are not interested. That is why in this part of proper telephone etiquette in the workplace, you have to make your tone feel like you are interested. Add a smile to make you and your voice look like you are interested. It helps in making you sound excited and happy talking to your customers. It is also easy to do. Just smile while you are speaking. A smile in your face is always obvious since it can be noticed through your voice. While you are speaking to your customers, always be careful of your language. It is also necessary to avoid slang words.
What to Do When Placing a Call on Hold
There are times when you will need to put a customer on hold. Whatever the reason is, do not make them hate it as much as they already have. Make sure not to put them on hold for a long time. The proper procedure of putting a caller on hold is to ask their permission nicely first. Once put on hold, make it as brief as possible and not more than 2 minutes. If it takes a long time, it is recommended to let the caller know what is going on.
The Proper Closing of a Telephone Call
The closing part of a call is the one that gives you the chance to leave a good impression. You started the call by thanking the customer making the call. During the closing of a call, you have to repeat the same thing. Ask them if there is anything that you can further assist them with. This in return makes them feel appreciated. Do not hang up until the customer ended the call. It is a good way to prevent hanging up on the caller accidentally.
The information mentioned above is the proper telephone etiquette in the workplace. By following those, you also help in building your company’s reputation.