When people call into your business, that is your opportunity to make a stellar first impression. And not only that, but it can be your one chance to convert leads into actual consumers. Good phone etiquette can be the difference between a sale and a loss.
Even if you’re not the person answering phone calls, you must guarantee that your staff is answering and speaking on the phone responsibly and professionally. Continue reading to learn a few tips on how you can perfect your phone etiquette.
As I mentioned before, as soon as you answer the phone, you create the first impression of your business. To ensure you put your best foot forward every single time, draft a welcome message that everyone on your team will use when answering the phone. Streamlining the welcome message makes every single phone experience a positive one.
You would want your message to have a cheerful tone so that your callers feel comfortable asking for help.
Listen and Take Notes
Consumers calling your business may speak at 100 miles per minute because their problem has caused stress. If that is the situation, proper phone etiquette would include listening to their questions and jotting down important information. This strategy allows you to really soak up the information and have notes to reference later. You won’t have to feel so overwhelmed in the conversation. Writing down those notes will also be helpful when taking problems to other team members for help.
Smiling As You Speak
Did you know that you can hear a smile through the phone? When you smile, it can make a difference in your tone of voice, and you and your team will sound like they are happy to speak to consumers. Unfortunately, you can’t see body language over the phone, so your voice is truly only the indicator of your mood. So, your words and inflection are way more important over the phone than in face-to-face interactions.
Customer service is just a piece of the puzzle that establishes a good business. Practicing strong phone etiquette is vital when working to grow that business.
If you enjoyed learning about phone etiquette, you might be interested in reading about 5 Features A Business Phone Needs.
We hope that this information on phone etiquette is useful to you.
Empower Brokerage is dedicated to helping you make informed decisions about your health and finances. Whether it’s through webinar training, one-on-one calls, seminars, or marketing plans, we want you to be successful!
Give us a call at 888-539-1633 or leave a comment below if you have any questions.
Kayla is a graduate of Texas A&M University and joined the marketing team at Empower Brokerage in early 2021. She creates content for the company websites and assists with various marketing campaigns. LinkedIn Profile