During telephone conversations, the call manager needs not just to create, but also to retain a positive impression.
10 Rules of Etiquette during Telephonic Conversations with Customers
- Watch your voice intonation. When speaking to a client at 0800, your voice should be full of enthusiasm and energy. Smiling is an even better option. Your smile is “noticeable” on the phone.
- Be as collected as possible and do not “fall apart” on a chair, do not support your head with your hand and do not throw your feet on the table. In such positions, even the timbre of the voice changes. The other person may feel that he is not interested in you.
- Consider greeting in advance during a free phonecalls. Phrases in the style of “Hello”, “Listening”, “Speak”, etc. are not allowed. It is better to greet the client depending on the time of day: “good morning, good afternoon, good evening”.
- Choose a presentation method – this can be “greeting + company name” or “greeting + company name + your name and position”. From the dry “Hello! How can I help you? ” etc. should be discarded.
- Pick up the phone after 2-3 beeps – an instant reaction to a call can “tell” the client that the company is not so popular, since the call-managers have nothing to do. And the tedious delay (after 5 beeps) leads to the nervousness of the person calling you.
- Adjust to the speed of the client’s speech in free business calls. If the caller speaks slowly, then you should answer his questions just as slowly. And vice versa – a fast-talking customer will be annoyed by your slowness.
- Be with the client “next” when you listen to him – let us periodically understand that you are carefully listening to the caller. To do this, you can sometimes insert phrases in the style of “I understand”, “Absolutely true”, etc.
- Focus on the conversation – remember, no one can do several things at the same time without a loss of quality (unless, of course, you are not Julius Caesar).
- Capture the important information received and follow the statement: “a short pencil is better than a long memory.”
- Say goodbye to the interlocutor correctly – end the conversation on an emotionally positive note. And remember – the first one who ends the conversation (hangs up) is the one who called.
Our Recommendations in Addition
- Sincerely appreciate every call you received
- Call customers by name, if possible
- Create the importance of the interlocutor (even if artificially)
- Keep your composure in all situations and be patient
- Try to control the conversation by emotionality with the help of guiding questions (comments).
Despite the seeming simplicity of the above rules, not many call managers know and follow them fully. We hope that our article will help to correct this situation.