Increasing your business telephone etiquette skills will provide better services to your work from home employers. Understanding proper telephone etiquette is important. The golden rule of business telephone etiquette is treat callers with respect and do your best to win their hearts through the service you provide.
SMILE!
The most important thing to do when talking by phone is to SMILE. This is VERY important. Some customer service operators will place a mirror near their computer so that they can visually see themselves talking during calls. This helps them to remember to continue smiling throughout the discussion. When the individual is smiling throughout the conversation, a pleasant tone of voice is used.
Proper Greetings
When answering the phone for an employer, it is important to answer with the proper greeting. Usually, work from home employers will provide their greeting according to company standards. Generally speaking, a standard greeting will be as follows: “Thank you for calling ABC Company. This is Marcy. How may I help you?”
Placing Callers on Hold
When callers are placed on hold, a few minutes may seem like eternity to them. First of all, it is proper to ask the caller: “Do you mind if I place you on hold?” It is also necessary to wait for their response. This will show respect to the caller. Keep a calm voice throughout the conversation. If for some reason, the individual must be on hold for more than a few minutes, keep the caller updated on their status.
Leaving Voice Messages
In the event, it is necessary to leave a voice message when calling a customer, make the message short and speak clearly leaving your name, phone number, and a brief message. Many individuals prefer to leave their name and number at the beginning, as well the end, of their voice message. This allows the person receiving the message to hear the name and number twice. Some voicemail systems allow the caller to listen to their communication, before the message is officially left on the system. Take advantage of the opportunity to hear your message, to ensure it is clearly and professionally spoken.
Prompt Call Backs
Promptly calling customers back is good business etiquette. It lets the customer know that they are important to the company. The general rule is to return calls within a 24-hour period.
Your Personal Message
The message you leave on your own personal voicemail is a wonderful business tool. The message should be communicated clearly. It should include several pieces of information to the caller. This includes your name, the organization’s name, as well as when you are available. If possible, leave a personal message on a daily basis, using the current date. This will give the customer the impression that you are checking your personal messages every day. It takes a little extra effort that can be well worth it, from a business perspective.
Practice Pronunciation
When speaking on the phone, it is important to practice pronunciation. This provides clear communication to the customer. This is especially true, if you are providing funds services throughout the day. After a certain amount of time of talking on the phone, the voice can become a little rusty. If you spend long hours talking on the phone, deep breathing exercises can help to condition your body for the tasks at hand.
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