Effective Phone Etiquette Skills - Evergreen Writing Services

Effective Phone Etiquette Skills

By: Valerie Weber Hamann

There is nothing more pleasant than calling a business and hearing a friendly voice answer the phone. When you receive a positive reception, you feel that you are calling an organization that understands the importance of creating a great impression.

Knowing and practicing good phone etiquette skills are priceless ... whether that person is the receptionist answering the company switchboard, or the sales representative making a sales call. I do not believe we are innately born with these skills, but instead we must learn to practice good phone etiquette skills in order to conduct better business.

Below are several tips regarding improved methods of communication when conducting business on the phone.

Good phone etiquette begins with a good attitude

There is nothing profound in making the statement that good phone etiquette begins with having a good attitude. Your attitude is displayed each time you answer the phone, or initiate a call. Even though a person may not see your face, they can certainly hear your attitude and quickly figure out your disposition.

How many times have you heard a co-worker comment about someone's bad attitude just by how they answered the phone? Having a bad attitude sends a chilly reception to the receiver, and worse, it may hinder future business. Always know that the person on the other end of the line deserves your very best and respect.

Before you answer, be in the right frame of mind.

Before answering the phone, being in the right frame of mind requires concentration and focus. You may have ten things coming at you, then receive the twentieth phone call that sends you over the edge. After picking up the call, and hearing the voice, your brain kicks in gear to remember the important details of the last conversation you had with this client. Sometimes you may feel somewhat out of sorts if you have too many things happening at once. Anybody that has been in sales long enough has gone through this experience at one time or another.

Taking the time to collect your focus before picking up the phone is more important than answering, and saying the wrong thing. We have all heard the rule that you should answer a call on the first or second ring to show that you are being prompt. That is a perfect rule in a perfect work environment, but most of us know this is not reality when we are multi-tasking projects and conducting business. Answering the phone quickly, just for the sake of picking up the phone on the first ring, is not a good practice ... especially if you are not in the right frame of mind. Take the time to first collect your thoughts, and then compose yourself before answering.

Voice Mail - an often overlooked topic

I have read many articles talking about the importance of answering phone calls promptly, but rarely have I read articles specifically discussing voice mail communication. Voice mail is essential to conducting business, and most understand they may not always receive the intended person when placing a call.

If you are in a time crunch deadline regarding an important project ... voice mail allows you a small reprieve from answering the phone at that very moment. Sometimes you may need to have the call enter into voice mail for various reasons. There is absolutely nothing wrong with this practice ... as long as the habit of not picking up the phone does not become a standard business practice for sales professionals. Choosing to constantly screen phone calls is not good protocol, as it may give the impression that you are never available to conduct business.

Voice mail provides a means to leave a positive impression about you and your business. Record a short professional message identifying who you are, the company, and then ask the caller to leave a name and phone number. If you are traveling out of town, always state so on your voice mail message so that customers do not wonder why you are not immediately returning their phone calls. If possible, redirect them to call another person within your company if you plan to be gone for an extended period of time. It is good business practice never to leave a customer or an associate wondering past 24-48 hours of not receiving a call back.

Active Listening Skills

Listening has become a lost art ... yet it is one of the most important aspects of communicating a message. We all have been in phone conversations when at one point interruptions, impatience, and background noise detracted from the effectiveness of the conversation. Too many people get impatient, and interrupt the communicator when they are talking. This is a bad habit that must be broken. By interrupting the messenger, the message gets lost and that is when miscommunication occurs. Too many people just assume what the messenger is communicating ... instead of actively listening to what they are saying.

Next time, challenge yourself to quietly and intently listen to the messenger. You will be surprised how much is learned and gained from a conversation by taking the time to actively listen.

Focus

There is nothing more frustrating than to be communicating with someone who is paper shuffling, chewing gum, or typing in the background. If listening has become a lost art of communicating a message, then keeping the focus on the messenger has to be next in line. There are so many distractions in a business environment ... from the office crowd talking at the water cooler outside your office, to the incomplete project sitting on your desk. There are so many reasons to get off track, that keeping focused on the messenger ranks up there with being an active listener.

By allowing yourself to conscientiously focus on the messenger, you are demonstrating a great measure of respect for that person.

Call Preparation

When placing outbound calls, being well-prepared is essential. If the customer is on file, be sure to have read the notes before placing the call, and take notes throughout the conversation so that important details are not forgotten. Be professional, succinct, and state the reason why you are calling.

Developing Rapport & Trust

Developing rapport and trust requires patience and time.

Building rapport and trust is not something can be expected to happen within the course of weeks, but typically it happens when the customer begins to like and trust you.

It may take months to successfully develop a good rapport, yet too many take for granted this will automatically happen by providing prompt service. Rapport is established when you are able to make a positive connection with the person with whom you are doing business.

About the Author:

Valerie Weber Hamann is the Founder and President of Evergreen Writing Services, LLC. Valerie has accrued over 10 years of sales and marketing experience, and is a member of the American Marketing Association. To read more articles on sales, marketing and marketing communications, go to http://www.evergreenwritingservices.com/marketing.html.