We are often asked for tips and guidance on what can best be described as ‘telephone etiquette’.
Here are just a few extracts from the Paperclip ‘telephone etiquette’ training guide. We hope they help you get the most from your business phone communications.
- Make the caller feel important. Treat each call as though it is the first call you have answered today.
- Be friendly, happy and enthusiastic. Smile. It’s infectious. The caller can ‘hear’ your positivity.
- There is more to listening than simply hearing what the caller says. Be attentive; pick up the caller’s cues and clues.
- Determine the caller’s needs. Seek clarity. If you are unsure, paraphrase what you think the caller has requested and ask if you have correctly understood their requirements.
- Be open. Don’t make assumptions. Respond positively and proactively to what the caller is telling you.
What are some key telephone skills to embrace?
- The most important word for the caller is their name. Use it. It builds empathy and engagement.
- Answer calls promptly. Nobody likes to be kept waiting.
- Use simple and straightforward language. Avoid jargon that the caller may not understand.
- Be courteous. Do not confuse efficiency with abruptness.
- When handling complaints or negative calls, do not take the negativity personally. Listen carefully and with empathy. Give the caller time to vent their frustrations. Try to identify the core of the issue and how you can help resolve it.
When you answer a call, you represent your business
- Remember that, from the caller’s perspective, there are no ‘non-service’ people. If you can’t help the caller, ensure you connect them with someone who can.
- Relationships are fundamental to telephone etiquette. Build a relationship with a caller, and a positive outcome will follow. The old adage is true: people buy from people.
- On the Paperclip office wall is a quote from Maya Angelou: ‘People will forget what you said. People will forget what you did. But people will never forget how you made them feel,’
- Be a team player. When you answer a call you are representing your entire organisation.
- Good service pays and is a self-motivator. It is fundamental to customer retention and self-worth. Poor service, on the other hand, could cost your business reputation, time and money.
Words matter. Here are just a few positive alternatives that will enrich your telephone conversations:
| Do | Don’t |
1 | You’re welcome, I’d be delighted to… | That’s OK. Alright… |
2 | What I will do is… What I would like to do for you is… | I’ll have to… |
3 | I will phone you back within X minutes… | Leave it with me… |
4 | I need to confirm that with… I will find out for you… | I’m not too sure… |
5 | I do apologise. I will do X for you… | It’s not my fault… |
Positive telephone behaviours breed success.
1 – Don’t eat whilst answering a call
2 – No swearing, even if the caller is using that type of language
3 – Return calls on time.
4 – Finish the call positively. The caller should not be subject to ‘tail end conversations’
5 – When transferring a call, remember to announce the caller’s name.
The golden rule; the ethics of reciprocity
The golden rule is the principle of treating others as one would want to be treated by them.
It is a fundamental tenet of virtually all religions and moral codes.
It’s a ‘golden’ rule because it is true.
Conclusion
The tips and guidance encapsulated in these notes are taken from Paperclip’s training course for new starters. However, they are true to any and every organisation that values customer service.
If you would like to know more about Paperclip’s call answering, contact centre or appointment management services call me on 01246 418 181.
I will make sure the call is a positive one.
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Hi, I’m Louise Bellwood, Director at Paperclip. I am responsible for delivering Paperclip’s customer service and growth strategies for 2024 and beyond, I am a crusader for the benefits call answering can deliver for organisations of all kinds; customer service, sales generation, customer retention and more. If you have a question about call answering – pricing, set-up, benefits – I would love to hear from you at louise@paperclip.co.uk or 01246 418 181.