Phone Etiquette – Part II
(Part Two of a Three-Part Series)
Minding Your Landline Manners
With one thoughtless flick of the wrist you can answer the phone and compromise your career. We can’t stress enough the importance of practicing good etiquette in all your correspondence. Because regardless of your intentions, each time you communicate you’re speaking for your business.
Last week we discussed the importance of practicing phone etiquette when placing a call. This week we’ll examine the significance of answering a phone properly.
Answering a Call
Whether you or your secretary manages this task, you should never underestimate the importance of taking calls. The way in which your business phone is answered speaks volumes of your professionalism. Consider the following when tackling this important responsibility:
1. Identify yourself and your business. Each time you or your secretary answers the phone your business must be identified. This orients the caller and assures them they’ve reached their intended party. And imagine how disconcerting it is for a caller to place a business call only to have someone answer with a simple, “hello?” They may wonder if they have dialed the wrong number.
2. Watch your tone. It’s important that whoever answers your phone speaks with a friendly and approachable tone. The more personable your answering service, the more approachable your business.
3. Ask for permission to put someone on hold. If you must put someone on hold, ask for their permission first and estimate the length of their wait. This demonstrates respect for the caller and his/her time.
Voicemail
Yes, there is a certain amount of etiquette required when recording your voicemail message. Like any other correspondence, your outgoing message contributes to your professional image. A lackluster or incomplete voicemail recording may not inspire your callers to leave their message, thus loosing potential business. Remember to include the following when creating your recording:
A few moments pause. This time enables callers to prepare for your recording and process everything that will be relayed. Also remember how important it is to speak slowly and clearly.
A greeting. All work and no greeting can leave callers feeling short-handed. While it may be a business call, it doesn’t have to be sterile. Consider a greeting that will set the tone of your recording.
Your name. Before leaving a message your caller wants the assurance that they’ve reached their intended party.
The name of your business. Whether they were calling you specifically or your business, stating the name of your business will again reassure callers that they’ve called the right number.
The date. How frustrating is it to call a number that can no longer take calls because the voicemail is full. When your outgoing message includes a current date your callers realize that you manage you voicemail regularly and don’t allow messages to pile up. This assures them that you will return their call in a timely manner.
Estimated wait for a return call. Whether it is 24 or 48 hours, providing callers with an estimated wait for a return call is respectful and professional.
An emergency number. You don’t want callers to take advantage of an emergency number, but you do want them to have the help they need when they need it. When you provide callers with your home phone, the number of a business associate, or a call service, you enable panicked callers to talk with a person who can put them at ease.
You’d be surprised at how much impact your phone etiquette can have on callers. Not only can it help promote your professional reputation, but it’s the perfect start to a good track record with customer service. You’re promoting retention when callers feel as if their needs are being met.
Come back next week when we will discuss cell phone etiquette.
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