In everyday situations, there are no specific rules on how to make and take calls. However, when it comes to professional phone calls and answering customers’ calls, things are quite different. For those working in a call center or as customer service agents, these things are obvious – or at least they should be! But for new hires, it might feel like a “brand-new world”.
Today, we will discuss the most important practices of proper phone etiquette, including essential rules, dos, and don’ts. Throughout the article, we will also provide some tips, so be sure not to miss them!
Don’t Delay in Answering
If your position requires constant availability for callers, you must remain accessible. This means staying focused and promptly answering incoming calls. It is crucial not to keep customers waiting after a continuous string of ringing or redirect their calls to voicemail when you should have been available to respond.
By staying attentive and keeping your phone within reach at all times, except during breaks, you can easily adhere to this rule. Nevertheless, we recommend responding within three rings to allow yourself enough time to focus and prepare for the call. Answering the call immediately may lead to feeling flustered.
Taking Notes
Taking notes during support calls is helpful. You should document the conversation afterward, and these notes will be incredibly useful. It also guarantees that, even during lengthy explanations from customers, you can quickly jot down the main points and dive into problem-solving without making them repeat themselves.
Another option that can also be classified as calling rules is call recording. If you record a phone call, you can listen to it at any time and make important notes in your notepad. With the help of a voice call recorder, you can also get proof of what the conversation was about and important details. It doesn’t have to be a professional recording system; you can use apps to record phone calls. Call Recorder for iPhone has a good reputation and feedbacks, you can start with it.
Active Listening
To ensure you give proper attention to your customers, it’s crucial that you actively listen to them throughout the conversation. Actively listening means you hear everything they say and base your responses on their comments, rather than relying on a preset script. This demonstrates your presence and empathy towards their inconveniences.
Be Positive And Engaging
Regardless of the customer’s demeanor, strive to maintain a positive attitude. Even when faced with extensive complaints unrelated to your involvement in prior calls, staying positive reassures customers that finding a solution is possible and achievable together. It also aids in establishing strong brand authority for your business.
Don’t Use Speakerphone
Using headphones is strongly recommended when making phone calls in public, rather than relying on speakerphone. This applies particularly to video calls or when watching something on your device. It’s important to be mindful of your surroundings, such as when traveling on planes, trains, or subways, sharing rides, waiting in rooms, standing in line, or dining at restaurants. Additionally, be considerate and refrain from including others nearby in your shot, as they did not consent to being part of your call.
Speak Clearly
Every medium has specific rules. TV demands that you appear good, act good and sound good. In contrast, radio only requires you to sound entertaining and good.
When you respond to a professional call, you must resemble a top-notch radio presenter. Your voice acts as the sole connection to your customer. It serves as the basis for their judgment, liking, and opinion of you. Consequently, you must enhance your speaking skills at any cost.
Don’t Interrupt Your Interlocutor
Interrupting a customer while they are talking is something that should never be done. Although it can be difficult to resist the urge to interject, it is almost always the worst course of action. Regardless of how angry, irritating, or provoking a customer may be, it is important to remain calm and let them finish expressing themselves.
Of course, this does not mean that a customer has the freedom to say whatever they please. There is a fine line between providing feedback and being verbally abusive over the phone. The guidelines for phone etiquette emphasize prioritizing the customer’s needs during the call.
While listening to complaints may be frustrating, it can also provide valuable insights for future processes. On the other hand, if a customer is simply verbally attacking a customer service agent without any valid reason (often, the agent is not at fault), the agent should have the right to interrupt or even terminate the call if things escalate too far.
Be Helpful And Sincere
It annoys customers to be passed around different departments without knowing how long they’ll be on hold or if they want to be held again. Always request permission before putting customers on hold or transferring them, and offer the option to leave a voicemail since many customers lack the time to wait on hold. Inform them about the estimated hold time and adhere to it. When taking them off hold, express gratitude for their patience.
Conclusion
Phone calls are far from obsolete! Although they may not be as frequent or spontaneous as before, they remain a fantastic means of communication. Engaging in real-time conversations can bolster relationships, enhance mental well-being, and reduce feelings of isolation.
