5 Steps to Great Phone Etiquette

Dawn Ellis highlights 5 simple ways to improve phone etiquette in the contact centre – and keep your customers smiling.

1. Remember that body language counts – even on the phone

Some people believe that body language doesn’t matter when they’re on the phone, as the recipient cannot see them. They could not be more wrong.

If you’re slumped on your sofa with your feet up, you’ll sound sloppy and bored, whereas if you are standing up straight you’ll sound like you’re happy to assist.

Stomping around while taking a call can also make you feel agitated and intimidated – and not give the best impression to your customers.

2. Forget multi-tasking

Many workers are extremely busy, rushed for time and have to multi-task often. These workers often fall into the habit of doing work while on the phone to save time.

This is a bad practice. You come across as being rude and not interested. As a result, customers will feel like a nuisance and take their custom elsewhere.

3. Don’t willingly put your customers on hold

Putting a customer on hold may seem like a simple enough practice, but more and more people are being put on hold without any notice.

Make it a habit to ask customers: “is it okay if I put you on hold?” By courteously asking this, you make the customer feel in control of the conversation. The same rule applies if you need to put a customer on loudspeaker.

4. Make it your business to know your customers

Phrases such as “that’s not our company policy” and “that’s not my job” are simply ubiquitous and pathetic excuses for avoiding taking action on complaints.

Who cares that it’s not your policy? Make it yours. How can you rationalise hanging up on a customer? If you don’t know the answers, seek a superior’s input on the situation.

5. Leave your personal problems at home

Never bring any personal problems to business phone conversations. Your customers do not want to hear about your neighbour’s cat or your routine dentist appointment. There is a fine line between being friendly and being overbearingly personal.

You should also not interrupt a business phone conversation to answer colleagues’ questions.

And colleagues should refrain from discussing clients and engaging in general chit-chat while a phone call is going on.

With thanks to Dawn Ellis at alldayPA, a telephone answering service.