Speaking on the telephone is an essential skill in both everyday life and business. Even while technology has continued to develop, with voice over internet protocol (VoIP) largely displacing traditional landline phones, there’s still no substitute for having a conversation over the phone.
With this in mind, your phone conduct is a seriously important skill in the modern workplace. Following basic manners and behaviors on the phone can be the difference between a closed sale and a frustrated client, so you’ll want to make sure you’re getting it right on every call.
In this guide, you’ll learn everything you need to know about business phone etiquette, why it’s important, as well as provide you with some clear examples to guide you on your way to a comprehensive phone call with your next boss, client, or customer.
What is Phone Etiquette?
Before we get into all the dos and don’ts of talking on the phone, it’s important to understand what we even mean when we talk about “phone etiquette.”
Phone etiquette describes the manner in which you talk on the phone, taking into account everything from environment and word choice to tone of voice and mouth fullness.
The goal of good phone etiquette is to, of course, not offend or scare off the person on the other line with behavior befitting an over-stimulated seven-year-old who just got into their Halloween candy.
Tips for Good Phone Etiquette
In this section, I’ll take you through some basic principles for good phone etiquette. These rules will help you stay cordial on the phone to ensure you make the customer comfortable, rather than ready to run for the hills.
Here are five tips for good phone etiquette:
Introduce yourself
A good first impression goes a long way. To get started on the right foot, always start off with a basic “This is Fred with Fred & Co.” Not only will it remind the person on the other end that you’re a human being and not a potential scammer, but it will encourage them to follow suit, building a relationship even further.
Speak clearly
The benefits here are twofold. To begin with, by speaking clearly, you eliminate the risk of any key information getting lost in translation. What’s more, by sounding authoritative, you can go a long way to convincing your customers that you’re the real deal.
Don’t interrupt
Interrupting someone is a big “no.” It tells that person that you don’t value their opinion, and what you’re saying is more important. In a business context, the customer or client will find it arrogant if you interrupt them, and may cease dealings with you.
Avoid speakerphone
When fielding a business call, the speakerphone should definitely be avoided. This is because your customers value their privacy, and speakerphone compromises that. Sure, if you’re in the car by yourself, go for it for the sake of safe driving, but otherwise, stick to the headset.
Be polite
Slang is great when you’re planning a trip to the bar with your friends. But in a business setting, staying as polite and professional as possible is your best move. Slang can be alienating, and on top of that, you don’t want to seem too familiar with a brand-new client, particularly when you don’t know if they feel comfortable with that kind of working relationship.
Benefits of Good Phone Etiquette for Business Professionals
Now that you know what it actually entails, it’s time to dig into some of the business benefits that you can unlock if you observe good phone etiquette.
Improve professionalism
Simply put, good phone etiquette is more professional than the alternative. Whether your team is connecting with long-time clients or first-time customers, following the tips we listed above will ensure that your team is considered professional enough to be trusted with their hard-earned money.
Increase sales
When your clients and customers believe your team to be professional, they’re more likely to hand over their cash. Studies back this up as well, with the opening phrase, “Is this a good time?” converting 6.6 times less than a simple, “How have you been?” All that to say, the words we choose matter, particularly when it comes to making sales.
Enhance communication
Good communication doesn’t just ensure that a relationship is going to last. In order for your business to succeed, you’ll want to be sure that communication is at the forefront of your priorities, and good phone etiquette and its subsequent training will be a catalyst for your team to stay in touch more effectively in the long run.
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Phone Etiquette Training: How to Upskill Your Team
Now that we’ve covered what good phone etiquette looks like and the benefits that it can bring to your business, let’s turn to how to actually upskill your existing employees on it. Here are few strategies for training your team on phone etiquette to make sure you don’t get hung up on the wrong strategies:
Evaluate your team’s phone etiquette
Before you get started, you need to know which areas your employees can improve in – if any at all. Some VoIP solutions have call monitoring functions, which are invaluable for checking in on your staff and getting to know their speaking manner.
Establish clear goals
Once you know what you’re working with, it’s time to set some tangible, measurable goals. Whether it’s a quota or just staying on the phone for a few extra minutes, SMART goals help everyone.
Diversify training methods
Chopping and changing your training methods will help to keep your team engaged throughout the learning process. Everything from role-playing to online learning can help your team get better on the phone. And training isn’t effective unless there’s some kind of benefit, so make sure to reward those doing well.
To be clear, phone etiquette training is never complete. Making sure you stick to an ongoing process of evaluating and adjusting will ensure you not only stay up with the times, but also that your training doesn’t get too stale for your new team members.
Summary: Why Good Phone Etiquette is Important
Good phone etiquette is an absolute must in the modern workplace. By appearing professional, confident, and polite over the phone, you’re much more likely to convert a new customer. What’s more, you’ll leave the person on the other end of the phone with a good impression of your business, meaning that they’re much more likely to be a customer for life.
In this guide, I’ve laid out a framework for how you can improve your phone etiquette and upskill your team members to do the same. And if you’re keen to really take your phone performance to the next level, you should consider switching to a VoIP phone system, which will enable you to get the most out of every interaction.
Make sure to use our free comparison guide to find the best VoIP solution for you and your business.