Good phone etiquette is vital to a successful business. 90% of the consumer population does not return the industry to a company because of a bad client service experience. Practical telephone skills are crucial for improving customer service – whether at a funeral home or HVAC contractor. Improve our telephone communication skills outlined below. Use these tools to improve your customer/service performance in an after-hours situation when your regular staff isn’t available to answer/receive a call from alive. Besides funeral homes and funeral companies, they can use them.
How do I communicate effectively on the phone?
Even now, despite all the technology available today online and social, businesses reach business people through the phone. Making phone answering skills is an investment. There are not so many jobs that does not involve calling so it’s good to think about how to improve your phone communication skills. A good telephone presence always impresses and will always be highly appreciated says Simon Tisdal.
Preparing a script for the phone call won’t sound natural, but it will help you. First, figure out what you want to say, whom you need to talk to, and if they want any information from you. If there is any problematic vocabulary you don’t usually use, look it up before your call. Also, try to prepare the place you are in. There should not be any background noise.
Try to be positive
The tone of voice you use is a vital component of effective call communications. Callers cannot pick up on body language over the phone, which means that your tone of voice speaks volumes about how you feel about the call. For example, your caller can tell that you are rushed or annoyed by listening to your tone of voice before anything.
Communicating with customers is more than just venting your frustrations on the phone. When you talk to people in a way that includes positive language and strives to help, it’s easier for them to handle any situation they may be encountering.
It’s okay to get nervous.
Phone calls are not always easy, and they can be an uncomfortable experience. Know that it is normal to feel this way! The more phone conversations you have, the easier they will become. If your phone conversation does become difficult or awkward, remain polite and courteously end the call as soon as possible.
Speak clearly and don’t rush
It’s important to speak slowly but loudly enough that the phone can pick up your voice. Avoid using powerful words or complicated sentences, making you harder to understand on a phone call. Instead, speak in a natural tone of voice, so the person at the other end doesn’t think you are yelling or worse.
Don’t interrupt, and don’t talk over the person on the phone.
If someone is telling you something important, it’s tempting to jump in with your thoughts or questions. However, this can be pretty rude! Let them finish their thought before responding and avoid talking while they are speaking so that you can hear them.
Don’t be hasty to end phone calls.
If you are on the phone with a customer and feel they have no other concerns, don’t rush them off of the phone! Asking questions can give you more insight into their needs, leading to future sales or referrals. In addition, it can be difficult for phone callers to find the right words in a phone conversation. They may have more information or an important idea you would never know if they weren’t given time to speak.
The most effective telephone communication skills are those of patience and graciousness. The person on the other end of the phone line is a customer, and it’s your responsibility to help them. Remember that phone conversations are not always easy or comfortable for either person involved, so try your best to be patient and understanding.
Active listening is a phone communication skill that many people neglect. It’s the process of giving your full attention to one person while they speak, rather than planning what you want to say next or thinking about an unrelated topic. There are four key components of active listening:
- verbal and nonverbal cues -active participation by asking questions
- reflective summarizing
- conclusions and agreements
The phone is a challenging medium for active listening because you cannot see the person. To participate in this skill, it is essential to engage your phone callers actively by asking questions or giving reflective summaries of what they said. This will ensure that both phone participants are fully engaged with the phone conversation. Try to practice and improve your listening skills.
Some quick tips as a summery.
- Speak in a confident and friendly voice, but not too loud as this may easily be heard by others nearby.
- Try to use an even tone when speaking on the phone, not to sound like your mood is fluctuating.
- Speak slowly if the phone call is coming from a person with hearing difficulties to read your lips and understand what you are saying.
- Keep eye contact with the speaker when talking, but don’t stare them in the eyes as this may come off creepy or intimidating to some people.
- Make sure not to multitask while on the phone – it’s rude not to give your full attention.
- Don’t interrupt or cut off when someone is speaking; wait for them to finish and then respond with the appropriate response.
- If you are in a phone call for more than one hour, try rotating your phone every 20 minutes so that you don’t get a crick in your neck.
- If the phone call is coming from someone with hearing difficulties, let them know that you will be typing next to their phone to read and respond to what you are saying.
- Keep phone chats concise if it is an after-hours phone call, as this could come off as rude and intrusive.
- Use your phone’s speakerphone to allow the customer or service agent to see what you are typing, as this will help them answer questions more quickly and efficiently.
- If a phone call is coming from someone with hearing difficulties, make sure that they don’t have any distractions in their ear, such as music playing
See also this video
He has also an excellent article about the importance of intracultural communication.
This blog post has provided a few tips and strategies to help you communicate more effectively over the phone. Whether you are making an important call or need some advice on sounding as professional as possible while talking with your customer service representative, these tips can make all the difference. Have any of these helped? What other questions do you have about communicating effectively over the phone? As always, our team is here for whatever it takes!