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Even in today’s digital world, proper telephone etiquette plays an important part in creating a favourable perception of a business and its employees.
The humble telephone has been around since 1876 and quickly became the dominant form of communication in the developed world. Telephone calls were a way for people to connect across cities, countries and even continents, for business or personal reasons.
These days many of us prefer sending emails and instant messages to picking up the phone and making a call. While communicating via written words means that you have a record of the exchange and time to think about what you want to say, there are times when a phone call is preferable. Telephone calls allow for a more personalised approach, reduce the risk of misunderstandings and are a more effective way of building trust and rapport.
If you’re reluctant to call friends, colleagues or clients, you are by no means alone. The number of British homes with landline phones has fallen by 4 million in the last 20 year while around 95% of us have a mobile phone. Interestingly, only 41% of people regularly use their mobile phone to make calls while 88% use them for texting and 70% send emails via their smartphone every day.
Younger people, who have grown up in the digital era, are the most likely to shun the phone in favour of emails or texts. Research shows that 74% of Millennials (born between 1981 and 1996) and Generation Z (born between 1996 ad 2015) find phone calls too time-consuming and 81% experience anxiety when talking to someone on the phone.
However, the telephone remains an important and effective tool for connecting with others, especially in our professional lives. Unfortunately, as many of us are not in the habit of making calls on a daily basis, we do not always come across as our best selves.
Regular practice is key to building your confidence and learning how to use the telephone effectively. The next time you are tempted to dash off a quick text or compose an email, try picking up the phone instead and use these telephone etiquette tips to ensure that you send the right message to the person on the other end of the line.
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- Three is the Magic Number
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Not answering the telephone within three rings is bad for business as research shows that 7 out of 10 callers will hang up if their call isn’t answered quickly. Keeping potential customers waiting longer than three rings can create the impression that your company is understaffed or disorganised.
If you are out of the office or not taking calls due to a meeting or being otherwise engaged, make sure you set your voice mail to pick up as soon as possible. This avoids callers having to sit through unnecessary rings and increases the chances that they will leave a message.
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2. Get Your Greeting Right
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Your greeting is particularly important if you are answering the telephone in a professional setting. This may be the first time a potential customer or client contacts your business and a mumbled ‘Hello’ or sharp ‘Yes, can help you?’ are unlikely to create a good impression.
Instead, you should answer the telephone with a positive tone of voice, using a greeting such as: “Good afternoon, thank you for calling [the name of your business]. My name is [your name], how may I help you today?”
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3. Don’t Forget Your Body Language
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The fact that the other person can’t see you doesn’t mean that you should ignore your non-verbal communication. Body language plays an important role in communicating your mood and feelings via the telephone.
Smiling and sitting up straight will make your voice sound lighter and more cheerful. Try not to slouch, as this will stifle the energy in your voice by restricting your breathing.
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4. Develop Your Listening Skills
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If you want to master telephone etiquette, you need to develop your active listening skills. First of all, limit distractions. You cannot listen attentively to what the other person is saying if you are simultaneously scrolling through Instagram or checking your email.
Don’t rely on your memory. Take notes and ask questions if anything is unclear. A good way to demonstrate that you are listening is by repeating what has been said by the speaker. This also allows the other person to explain their point more clearly if you have not understood something correctly.
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5. Speak Clearly and Professionally
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For obvious reasons, your voice is an extremely important tool for achieving excellent telephone etiquette. A strong, confident voice will help build trust and rapport. Speak as clearly as possible and project your voice without shouting.
Using polished language is also essential when making a professional telephone call. Swearing is a definite no-no and you should also refrain from using slang or overfamiliar words such as ‘mate’, ‘buddy’ or ‘darling’.
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6. Finish on the Right Note
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Finish up the call by summarising what has been said and setting out the next actions you will take. For example: “I understand your concerns about the budget for this project. I will speak to the supplier to find out if they are prepared to lower the price and get back to you by Thursday this week.”
Before closing the call, ask if you can assist with anything else and assure them of your availability should they think of further questions after the call. Always thank the person for their time and wish them a lovely day, evening or weekend.
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