Other than face-to-face communication the telephone has become the most popular vehicle for communication, with texting running a close second.
The telephone used to be a simple piece of equipment with which to talk with neighbors or to stay in touch with long distance relatives. Not any more! Today, the phone is used to stay in touch with coworkers across the hall as well as with clients around the world.
With this massive growth in phone use, etiquette and protocol standards are required if professionals are to maximize communication with others, while simultaneously reinforcing their established brand.
The e-generation, (those who grew up in the technology age) may find it a bit surprising that there are actual rules of etiquette and protocol to follow when using a phone. Because they grew up with a phone attached to their ear, they may not be aware that how the manner in which they interact on the phone can impact how both internal and external customers perceive them professionally.
I have listed 5 Key Points to help you create a standardized way of using the phone and its system capabilities to help maintain your established image (your company’s image too) in the marketplace.
Point 1: Answer the Phone With A Sense Of Caring
When answering the phone it should be done with enthusiasm and a sense of helpfulness. In face-to-face communication, 55% of how you communicate your attitude is with your body, 38% is with your voice tone, and 7% is with the words you actually speak; however, what about when you are using the telephone and there is no body language to “read”? Your tone says it all!
When answering the phone it is best to use a greeting using a pleasant response to allow the caller a comfortable way for continuing the conversation. For example:
- “Good Morning, this is Tom Smith, how may I help you?”
- “Hello, this is Tom, how may I help you?”
If you can, avoid an answering of just “Tom Smith”. It sounds too abrupt. Your greeting should be adjusted to the time of day. Good morning, good afternoon, and good evening are more formal than just a simple hello.
Point 2: Listen, Listen, Listen, And Listen!
When answering a call for others or yourself, listen. Give the other person time to state the purpose of his or her call. Do not rush them or cut them off. It would be rude and inconsiderate. I do not care if you are a Sr. VP, being rude is unacceptable in business. Now if your business is to be rude, then by all means, be rude.
We are all busy these days, and it seems there is never a good time to talk. If it is not a good time to talk, then do not answer your phone! If you are expecting a call from someone, and you cannot talk at that time, simply let the caller know. You might say, “I am sorry, Jane, I am waiting for a conference call, may I call you back at 2 o’clock? (Be sure to use the word “may” NOT “can”.) We know you can, but asking the other person what time is good for them shows respect.”
Point 3: Tag, You’re It! Maximize Voicemail And Time!
Voicemail is part of doing business. When leaving a voicemail, consider the following:
Get to the point.- Always leave your name and a phone number.
- When making calls in the car, turn off your radio!!
- When canceling appointments on the same day, be sure to call and let the person know.
Point 4: Outgoing Message: too abrupt, too long, or just right?
The biggest mistake upper management makes when creating an outgoing message on their voicemail is to have their assistant leave it for them. Doing this does not make one very accessible wither to internal or to external customers.
It can sound arrogant, especially if the tone is of the same nature. I recommend making your own message. If you have someone else leave an outgoing message, remember to have him or her use a tone friendly and inviting. Have you listened to your out- going message lately? How does it make you sound?
Point 5: Respect Culture Differences
If you receive a call from someone who speaks a different language, be patient. Often when a caller falters or speaks slowly, it is not because they do not know what they want. Perhaps they are having trouble with the translation into English. Be patient. Be aware of diversity and show respect for others. Let’s give them an “A” for trying. After all, how many languages do you speak?
We all use the telephone more than ever. For most of us, your first time “meeting” someone is on the phone. This first encounter is just as important as if you were face-to-face. Meeting a client for the first time, you put your best face forward. You should do the same when meeting them on the phone for the first time. Happy dialing!
