PAPERmaking! g FROM THE PUBLISHERS OF PAPER TECHNOLOGY Volume 6, Number 2, 2020
Body language Body language plays a major role in communication, both in-person and on the telephone. When you speak on the phone, your body language still communicates how you are feeling. For example, when you smile and sit up straight, your voice is likely lighter and easily translated by the client as cheerfulness. Body language, facial expressions and gestures should remain professional while speaking on the telephone. Tone of voice Adopt a confident tone of voice to limit interruptions and maintain a professional engagement. You want the caller to know you are taking the time to understand their questions, while also delivering prompt service. The tone of your voice is an important factor in proper phone call manners since a caller may form an opinion of your business based on your attitude over the phone. Tact Unfortunately, there will be times when you must deliver potentially upsetting information to a customer over the phone. Remaining calm, while considering your word choice is the key to delivering messages tactfully to your caller. Your aim should be to communicate sensitive information truthfully, without offending your customer. If you don’t have an answer for them, be sure to offer them additional resources. Active listening To achieve excellent phone etiquette, it is necessary to develop active listening skills. Give the customer your undivided attention by minimizing distractions. Taking notes and repeating requests back to the caller lets them know that you care and are listening to only their needs at that moment. Active listening will likely help you respond to a customer’s requests appropriately. Appropriate closing Remember that closing a call can be just as important as the way you begin one. Before saying goodbye to your customer, thank them again and ask if you can assist them with anything else. Closing the call this way assures your caller that your business provides thorough customer service. Develop the habit of allowing the customer to hang up first to minimize accidental hang-ups. Tips to improve the quality of your phone calls Here are 10 action steps for you to consider: x Answer the call within the first two or three rings . Providing a quick answer to customers’ phone calls should let them know that their business is important to you. When customers feel valued, they could be more likely to use your business. If you cannot answer the phone because you have clients in front of you, check the voicemail box and call back as soon as you are able. x Identify yourself and your business at the beginning of all calls . Identifying yourself and your business at the beginning of a call lets the customer know that they called the correct place. When you identify yourself, it is likely that the customer will feel more comfortable sharing the reason for their call and they’ll know who to ask for next time they call. x Let positivity resonate in your voice . Offering a positive tone of voice builds rapport, as the receiver becomes more open to sharing details about how you can best assist them with their needs. If possible, practice by recording your phone calls. Listen to the call recording, notice your tone and make corrections as necessary. x Watch your body language . When you hear the phone ring, it may be beneficial to immediately sit up straight and smile before answering. Your voice will likely sound more friendly and light to the customer if you practice changing your body language. x Minimize interruptions . Minimizing interruptions is possible, even in offices with ample foot traffic. Take a moment before answering a call to put aside items you were working on and prepare to give your full attention to your caller. For instance, try turning your back away from your crowded office when you answer phone calls, this way other individuals in the room will know you are unavailable to assist them while you are on the telephone. x Actively listen and take notes . When listening actively, it can be beneficial to give periodic affirmations that you understand the customer. For instance, you could say “I understand that you would like to retu rn your product” or “Thank you for sharing your concerns.” Keeping a record of the
Article 11 – Phone Etiquette
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