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Everybody in your organization who answers the
phone should be trained to use proper telephone etiquette and treat each caller
with courtesy and professionalism. It is easy to overlook the importance of
training staff to properly answer the telephone because it seems like such a
simple task. After all, we've been answering telephones in everyday life since
we were children and it is easy to fall into the trap where we assume everybody
knows how to answer a telephone by now. However, answering the telephone as a
top flight service professional requires training and practice.
All phone calls should be answered by the third
ring. Every time the phone rings beyond the third ring the dissatisfaction and
agitation level of the caller escalates. Answering the call by the third ring
will ensure the guest interaction gets off on the right foot.
The first rule of telephone etiquette is to be polite and speak with a "smile" in your voice. Train your staff to actually smile when speaking to a guest, even though the person on the other end of the line can't see them. Believe it or not, you can actually hear a smile over the phone. Only a small percentage of your overall guest communication is accomplished through actual spoken words. A majority of our guest communication is delivered via voice quality - tone, pace, inflection and the invisible "smile". An employee's attitude, both positive and negative, will come through loud and clear to the guest.
The first rule of telephone etiquette is to be polite and speak with a "smile" in your voice. Train your staff to actually smile when speaking to a guest, even though the person on the other end of the line can't see them. Believe it or not, you can actually hear a smile over the phone. Only a small percentage of your overall guest communication is accomplished through actual spoken words. A majority of our guest communication is delivered via voice quality - tone, pace, inflection and the invisible "smile". An employee's attitude, both positive and negative, will come through loud and clear to the guest.
Using a person's name is the most
valuable (and free!) tool you can utilize
to make the guest feel valuable, whether the interaction is
conducted via telephone or in person. Notice in the above example the
guest's name was used immediately after it was given.
hat all points should be taken care of while answering a call?
·
Phone should be answered within three rings.
·
Smile even though you are on the telephone.
·
Sit or stand up straight.
·
Use a low voice pitch.
·
Match your speaking rate to the caller's.
·
Avoid extremes in volume.
Do’s
1. Introduce yourself. Even in the age of caller ID,
it can be jarring to pick up the phone and jump right into a conversation.
Remind the person you’re calling who you are and why you’re reaching out. They
will appreciate the courtesy even if they recognized your name and number when
they picked up.
2. Speak clearly. Enunciation is so important when you
don’t have body language cues to pick up on. Be sure to speak carefully and
slowly so that the person on the other end of the line can understand you.
3. Listen to requests. When you’re busy multitasking,
it can be hard to focus on the requirements of the person on the phone. Set
other tasks aside as you actively listen to requests from the caller. Ask
follow-up questions for clarification and to show that you’re engaged in the
conversation.
4. Make the kind of call you’d like to receive.
The Golden Rule applies to just about everything in life, but
this is especially true in the business world. Treat callers the way you like
to be treated on the phone. That means making easy, friendly conversation that
accomplishes goals for both parties.
5. Leave succinct voicemails. If you get someone’s
voicemail, leave a message that’s short and sweet. Include your contact
information and a quick indicator of why you’re calling.
DON’TS
1. Don’t answer the phone too casually in a business
setting. A “Hello!” is fine but consider including your name as you pick up a
call. State the name of the business when you’re answering the phone, too.
2. Don’t leave people on hold for a long period of
time. If you have to put a person on hold, ask them if it’s okay to do so. At
times, it may be better to take down the caller’s number and ask to call them
back later. There’s no quicker way to make a person feel unimportant than by
placing them on an extended hold!
3. Don’t talk with your mouth full. Your mom probably
warned you not to do this, and if you’re making important calls over your lunch
hour, you might be tempted to chat as you chew. Resist the urge! There’s
nothing worse than someone smacking their lips in your ear.
4. Don’t use slang. Unless you know the person on the
other end of the line socially, it’s best to keep language professional. Swap
out “hang on a sec” for “just a moment, please” and you’re sure to impress the
person on the line – or at least not offend them with your casual vibes.
5. Don’t speak too loudly. Depending on the volume in
the room you’re in, you could be speaking far too loudly when making calls.
Adjust your voice to a normal tone and don’t be afraid to ask the person you’re
calling if they can hear you. Nobody likes being shouted at over the phone.
