Why is telephone etiquette important? Telephone etiquette has gained importance with the increased prominence for customer service. This is also essential for all those who interact with customers or peers over telephone as part of their work. Telephone etiquette boosts our confidence to handle these, enhances credibility and projects a professional image. The important aspects of telephone etiquette:
Respect : Always respect the person on the other end of the line. The basic courtesy is essential. Respect for others time, their opinions and their requirements. Be patient and helpful. If a caller is stubborn, angry or upset, listen to what they have to say and be helpful. Never snap back or act rude to the caller.
Clarity : Being confident and managing the pace, tone, pitch is essential to bring clarity in communication. Many callers lack even the basic etiquette of introductions. Introducing self, getting others introduction while being courteous and polite are important. Being prepared with the necessary details adds to the clarity.
Non-verbal : Though the person at the other end cannot see your facial expressions, they can hear you. The tone of voice indicates the state of the mind .The person can sense your anxiety, irritation, confusion, rudeness, hostility among others. Many voices sound so mechanical and disinterested that we hardly want to listen to what’s said. When you answer a call you should always be positive and pleasant, not just in tone of voice but in your overall personality.
Listening : Another important skill is listening on the telephone. Giving cues so the other person knows you are listening, seeking clarification, conveying understanding and being empathetic towards their needs are all essential in a telephonic conversation.