How to Improve Telephone Manners

Speaking on the telephone is not an easy task but in any job it is often a requirement. It is assumed that employees will have developed telephone manners but this is never a pre-requisite and not something widely taught. We have compiled a list of tips to help you tackle telephone manners and improve sales techniques.

Telephone Manners – Polite, Friendly Greeting – Always answer calls in a friendly manner with a polite greeting such as “hello, business name, Emma speaking, how can I help?” The end of a call is as important as the beginning, so always finish with a constructive closing sentence, “thank you for choosing…business name” etc etc.

Telephone Manners – Prepare Notes – Always be prepared, have notes on the customer’s company, products, services and discussion points. Know what you are going to speak about, pre-empt customer questions know your facts so that you are never caught off guard.

Telephone Manners – Do Not Leave Customers on Hold for Long Periods – the most irritating part of a call for a customer is being left on hold, sometimes this is necessary but does not have to be prolonged and can often lead to a customer disconnecting the line.

Telephone Manners – Customer Queries – If you cannot answer a customer’s question straight away, apologise and inform them that you will let them know the relevant information as soon as possible.

Telephone Manners – Include the Company Name – When answering the phone always state your company name allowing recognition and transparency.

Telephone Manners – Clear and Concise – Always stay calm and talk clearly and concisely. Often company members who are not confident in phone situations will talk quickly to get through the information and deal with the call as soon as possible. To make your customers feel secure in your hands, talk slowly and clearly, even if you are nervous do not let the customer know.

Telephone Manners – Accurate Messages – Take or give accurate messages, read queries back to customers if necessary, it is better to ask the customer to confirm information rather than it being wrong altogether.

Telephone Manners – Listen – Always listen to your customer, do not talk over them or pre-empt what they are going to say as all cases vary. An attentive ear provides a sound basis for customer service and personal company image.

Telephone Manners – Check if a Customer is Busy – Always check that the person on the other end of the line is able to speak before breaking into any preamble. It may not be a convenient time but asking the question will show that you have considered this factor.

Telephone Manners – Extend Good Will – Provide good will to the customer whenever possible but don’t over compensate.  Do not apologise unnecessarily as this gives the impression of a lack of confidence or lack of company experience.

Telephone Manners – Smile – It may sound silly, but if you smile while you are on a call you immediately sound more positive and cheerful, kid your body into thinking you are a confident business person.

See: Non Geographical Numbers, 08 Numbers, Freephone Numbers.