Most jobs include some level of telephone communication, yet employers tend to train only customer service representatives in this important skill. How you handle calls strongly influences the other person's opinion of you and, in the case of customers, your employer as well. These tips will help you communicate with others by phone in a polite and effective way.
Making calls
- Plan what you’re going to say before dialing.
- Identify yourself by name.
- Ask if it’s a good time for the other person to talk.
- Explain why you need to speak with him or her.
- If you’re calling with a problem, be sure not to take your irritation out on the person whom you’re asking for help.
- Thank the person right away for his or her time.
Answering calls
- Always have a pen and notepad handy.
- End any other conversations before picking up the call.
- Answer the telephone quickly, by the third ring if possible.
- Use a warm and welcoming voice. Even if you’re busy, try not to sound rushed or make the caller feel that he or she is a bother.
- Allow the other person to fully explain his or her message without interruption.
- Give the caller your full attention. Try not to work on other tasks during the discussion, or plan your reply while the person is still speaking.
Transferring calls
- Say that you need to “connect” the caller to someone else (rather than “transfer” him or her).
- Explain why this is necessary and ask permission.
- Give the name and direct telephone number of the employee to whom you are transferring the caller.
- Stay on the line to make introductions.
Placing calls on hold
- Avoid placing calls on hold whenever possible.
- If you must, ask the person if it’s alright before doing so. Give him or her the choice of having you call back instead.
- Try to limit holds to one minute. For longer holds, be sure to check back every 45-60 seconds to make sure the person knows that you haven’t forgotten about him or her.
- Thank the caller for holding.
Ending calls
- Politely wrap up what was discussed. For example:
- “Thank you for your help.”
- “I appreciate your time.”
- "I’m glad we settled this problem.”
- “I’ll do my best to address this issue.”
- State when and by whom any follow-up action will be taken.
- Be sure to say “good-bye” before hanging up.
Additional Tips
DO
|
DON’T
|
·
Speak
clearly and a little slower than you would during face-to-face conversation.
·
Listen
attentively.
·
Stay
on-topic.
·
Clarify
or confirm your understanding of what has been discussed.
|
·
Don’t
play guessing games about your identity, or assume that the other person will
know who you are.
·
Don’t
interrupt or allow yourself to become distracted.
·
Don’t
ramble or lose sight of the purpose of the call.
·
Don’t
eat, drink, or chew gum.
|
Receive email notifications when new posts are added: