Telephone Skills Tips

Unlike body language, which can vary from culture to culture, telephone etiquette has a universally agreed upon set of rules that paves the way for smoother, faster, telephone calls with customers. Even small things, such as how long it takes for your phone to be answered or the words you use when you answer a call, can create a lasting impression. In many businesses, the telephone is the customer's first contact with a company, so being telephone friendly is one of the least expensive ways to immediately upgrade your service. Telephone etiquette helps take the guesswork out of what to say and when to say it.

Cursing the Caller

Once in a while, you get a call from a customer who is so angry that he or she hurls words at you that we can't print. What do you do with the cursing caller? We hear this question in almost every seminar we lead. Telephone etiquette dictates that you handle the situation with the following three steps:

1. Give the customer the benefit of the doubt and politely say, "I really want to help you, but I'm having trouble with the kind of language you're using. Can you please refrain from using that kind of language?" The customer may be so carried away with emotion that he may not even realize he's cursing. After hearing this polite response, most customers will stop to apologize and will be a little embarrassed, but will be much better behaved. For the few who are more thickheaded, move on to Step 2.
2. Give the agitated caller a second warning and restate what you said in Step 1. For example: "As I have said, I really want to help you, but I'm having trouble focusing on the problem because of the language you're using. Would you please stop?" Most people, after the second warning, will refrain from cursing. If the customer does not stop at this point, your only alternative is to catch him off guard by countering with your own barrage of foul language ... Just kidding, of course. If all else fails, move on to the final step.
3. Let the customer know that you're no longer the person who can help him, and inform your supervisor of the problem. Say, "As I have said, I really want to help you, but I am having trouble with the language you are using. What I am going to do is have my supervisor call you to discuss the problem." Hang up and immediately inform your supervisor of the situation. You should only have to use this step on very rare occasions.

If a caller starts threatening you physically (he or she is going to come to your office, seek you out, and so on), go immediately to Step 3. Although you're paid to provide service, you're not paid to be abused or threatened.

TIP: Good telephone etiquette is one way that you can help ensure that a customer can call any department within your company, in any city, on any day, and be dealt with in a uniform way. Customers love consistency, and they expect to receive the same level of service that they received today when they call tomorrow, next month, or next year.

Answering the phone

We've found that the way a company answers the phone tells the entire story about the kind of service you can expect to receive. How you answer the phone sets the tone of the entire call. The correct phrases said in the right order can give a positive first impression and convey an immediate message about your company. The basic rules are as follows:

• Pick up the phone within three rings.
• Greet the caller.
• Give your name or company name.
• Ask the customer if you can help.

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