First impression plays a major role in determining
whether you want to further the acquaintanceship or
steer clear from that person. Likewise, in a telephone
conversation, the first few words you utter will determine
the ‘tone’ of the conversation. If you sounded
cheerful, the caller would be equally receptive to talk
and you may even find yourself an invaluable friend
or client. It is critical that every time you pick up
a call, you make a good impression. Good telephone etiquette
is an asset, irrespective whether you are a receptionist
or the CEO of a company.
So, what is telephone etiquette? It is the correct or professional manners or courtesies one should have when using the telephone.Why bother with telephone
courtesies?
When you speak
over the telephone,
you are the voice of your company.
To the caller, you
represent the company. Quality products
and services
must be complemented with courteous and
efficient services
on the telephone.
This is for building good
public relations
between your company and clients.
Unfortunately, we can be overwhelmed
by the stress of the
day and make these common mistakes
when answering the telephone:
Allowing the telephone to ring
for too long
Mumbling, speaking too fast and
talking with food in the mouth
Putting on an ascent
No greetings
Rude, impatient and unfriendly
reply
Shouting or raising your voice
when you cannot hear the caller clearly
Not addressing the caller by his
name
Holding two conversation at the
same time
Making the caller wait unnecessarily
Failure to check the caller’s
name and other details for return call
Taking complaints as personal criticism
Slamming the telephone down before
the caller finishes talking
Simple steps, such as, answering
calls promptly (within three rings), speaking with a
clear and normal tone of voice, putting a ‘smile’ in your voice and being helpful to the caller, can be
learnt quickly by anyone in your office. If you are
feeling irritated or moody, try not to let it be reflected
in your voice - take a deep breathe and count to ten
(or less) before answering the call. Otherwise, take
a break. What are telephone techniques? This
is an art of using the telephone correctly and effectively,
to achieve one’s goals. Good telephone techniques
pave the way for effective communication between our
callers and us. It also helps to save time and achieve
our objective in making the telephone call. Bad techniques
may cause irritation, loss of business and reflect poorly
on the company. Build a rapport with the caller from
the onset to ward off any feeling of uneasiness or anxiety
when the call is made. Once the rapport is established,
it would be easy for us to communicate the information
required to the caller. So, how can we establish this rapport
with the caller? Well, it’s all in the person’s
attitude. As this mode of communication relies on the
message relay through our VOICE, having a positive attitude
and speaking with the right tone of voice are essential
for the caller to get the message correctly. Good posture
will also help to control your voice. Start to practise these techniques
and remember the golden rule: do unto others
what you would like others to do unto you.
Why bother with telephone
courtesies? 