Business telephone etiquette

Modern life can not be imagined without a phone. He firmly entered our business and personal life, and despite the development of communication through the Internet, it is not going to surrender its positions. Telephone communication is of great importance in the activities of companies, firms and organizations in a variety of ways, as it provides a continuous exchange of information regardless of distance. Not to mention the fact that a huge number of issues are solved over the phone quickly and without additional costs (mail, transportation, etc.). It is estimated that on average about 4 to 25 percent of working time is spent on business conversations and up to 90 percent when the phone is a permanent working tool.

How to make communication on the phone more efficient and enjoyable? For this, there are rules of telephone etiquette aimed at facilitating interaction with partners and clients, establishing and maintaining business ties, competent representation, creating an image and maintaining the reputation of the company. Employees who own business etiquette spend much less time on telephone conversations, which, naturally, positively affects the work as a whole.

To the question: "Can you talk on the phone?" - each person will respond positively. Talking on the phone is so common that sometimes we do not think about "how our word will respond."

The impression of the company is already formed on the first minutes of the conversation and largely determines the further relationship with the client. From the attention given to the client, depends on how productive the conversation will be and whether it will not be the last. There is an interesting pattern: a bad impression of a person tells a lot more people than about a good one. Therefore, it is necessary to be able to produce and retain a positive impression, because rudeness and unprofessionalism will quickly alienate the client.

Even a single word is sometimes enough to change the attitude to the company not for the better. Therefore, it is very important that your potential customers have a positive image of the company, you have a desire to work with you. In this a huge role is played by the competence of employees, their interest and the ability to present information.

The inability of employees to properly conduct business conversations, in the long run, is quite expensive. This is reflected in the loss of confidence in the company, missed business opportunities and prospects.


Basic rules of telephone etiquette.


Since there is no visual contact when talking on the phone, decisive factors are played by such factors as intonation, pause time, speech speed, etc. Psychologists claim, and this applies not only to telephone, but also personal communication, that the outcome of the conversation is decided by 90% not "what" is said, but "how." Agree that with a cheerful, energetic interlocutor, carrying a positive "charge" to talk is much more pleasant and interesting than with a listless and disinterested. Every person wants to feel that his call is special, so why deprive him of this pleasure? The rule - "talk to people as you want them to talk to you" greatly facilitates the work.

When a call is made in the office, the handset should be raised to the third or fourth bell. Then you need to say a greeting, name your company and introduce yourself. It is best to use a uniform form of greeting: firstly - it's solid, and secondly - the company acquires a face, its own style. Instead: "Can I help you?" it's better to say: "How can I help you?" You can not ask the question: "Who is this?" or "Who is asking him?", it's more correct to say: "Can I find out who is speaking?" or "Please tell me who is talking?"

During a conversation you need to follow the dictation carefully. Words must be pronounced clearly and distinctly, in order to avoid recounting. Particular attention is required by names, titles and numbers.

The conversation should be conducted in a benevolent, calm tone, not quickly, but not too slowly. Take into account the professional level of the interlocutor. Watch the logic of your statements, argue, but without discontent and aggression.

To avoid unnecessary waste of time, a business call is better prepared in advance. All that can be needed during a conversation, you need to keep on hand. It is also desirable to make a list of questions to not miss something important and not create unnecessary pauses. For sure, everyone had to aimlessly "hang" on the line while the interlocutor was looking for documents or the right thing.

At the end of the conversation, you need to make sure that you have correctly understood the information. If you were asked to give something to a third person, try not to forget about it, having written down the request beforehand.

The voice gives a mood that is perfectly caught by the interlocutor. Therefore, you need to control emotions. It is unacceptable to shift your irritation, fatigue or bad mood to the interlocutor. The intonation is influenced even by the posture in which the person talks. And if you are lying in an armchair, you can be sure with your free hand while leafing through the magazine, the interlocutor will feel it.

Many companies installed a mini-PBX. During the switchover, you need to inform the subscriber which department or employee is being switched. During the conversation, also make sure that the client does not receive information that is not intended for him. This happens when the employee covers the tube with his hand to clarify the details of his colleagues. It would be more reasonable to use the "mute" button, which is equipped with all modern devices, if, of course, the client is ready to wait.

Often when problems arise, you can hear phrases such as: "I did not do it", "it's not my fault," "I do not know." Such statements represent the company in a disadvantageous light. The client may have a very reasonable question: what are the employees of this company doing? In any case, do not immediately give a negative answer. The word "no" complicates the positive solution of the problem. Sincere desire to quickly and effectively help the client in most cases neutralizes the maturing conflict.

The fact that a lot of unforeseen situations, including conflicts, arise during the work process is quite natural. These are unpleasant moments of work, but qualified specialists perfectly cope with these problems, having patience, tact and certain skills. Various trainings, on which possible conflict situations are lost, help to find a positive attitude and skillfully circumvent the "pitfalls".

The main telephone "blow" is accounted for by secretaries, office managers and receptionists. It is clear that psychologically work is hard. Therefore, the employees of this specialty need "iron" endurance, psychological stability, the ability to work effectively under any circumstances. In the modern labor market, the following requirements are imposed on secretaries, office managers and referents: communication skills, the ability to understand people, to be able to listen, to find a common language with them and diplomatically avoid conflicts.

Unfortunately, sometimes people forget that the office is not their own apartment, not a bazaar or a friendly party, and the speech of a business person should correspond to the surrounding situation. Cases of frank rudeness and disrespect to clients are frequent. Despite the fact that the well-being of business depends on them.

Correct communication can and should be learned. Telephone etiquette is part of the corporate culture and one of the important components of the image. Improving the quality of communication with partners and customers is the key to success in competition. Compliance with the rules of etiquette should become the norm for any company, regardless of the field of activity. And then the "name" of your company will cause only positive emotions, and the number of those who want to work with you will only increase.


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