Email, live chat, internet Q&A forums, and social media have their place, but the telephone is still the communication tool of choice for many people regarding business matters. How many times have you talked to someone on the phone and thought how unprofessional they are? Make sure other people don't say the same about you. Here's everything you need to know about handling your phone professionally.
Step
Part 1 of 3: Answering the Phone
Step 1. Have a pen and paper nearby
Record calls by writing down the caller's name, time and reason for calling. It's best to write down the information on a carbon-coated phone memo. This will keep the call list in one place and if it's not for you, you can give a copy to the intended recipient.
Step 2. Answer the phone as soon as possible
No one wants to be forced to wait. Answering quickly can show callers, who are likely to be potential customers, that your company is efficient. It also lets the user know that his phone is important.
Step 3. State your identity and that of the company
For example, say "Thank you for calling Astra Sunter. Can you help with Rani?" Similarly, ask for the identity of the caller and where they are calling if they don't say so, especially if your company has a strict policy on unwanted calls.
Step 4. Ask the right questions
Get as much information as possible. This can help identify unwanted calls. When you ask, you can sound accusatory, especially if you have to ask a number of questions. You certainly don't want to sound like an interrogation. So, set your rhythm using a calm tone of voice that is not too loud.
- Caller: "Can I speak to Doni?"
- Answer: "Excuse me, what is your name?"
- Caller: "Tommy."
- Answer: "Where did you call?"
- Caller: "Surabaya."
- Answer: "Your company name?"
- Caller: "This is a private phone."
- Answer: "Did Mr. Doni know that you would call?"
- Caller: "No."
- Answer: "Okay, I'll try to connect to his line."
Step 5. Assume that someone in your company is listening to the conversation
Companies that monitor incoming calls generally state so at the beginning of voice recording. If not even then, figuring it out can help you use your most professional voice. If so, you may have the opportunity to hear your own voice on the phone and make repairs, if necessary.
Part 2 of 3: Transferring Phones
Step 1. Ask before asking someone to wait and see the answer
The big problem with many companies is that they often leave callers waiting too long. Unless you're a Zen master, most people don't like being asked to wait. There is also a tendency to think they are being asked to wait twice as long. Getting back to talking to them as soon as possible can significantly reduce the number of angry callers!
Step 2. Make sure the intended recipient is willing to take the call
If the caller asks for a specific person, tell them you'll "try to connect to that person's line" before asking them to wait. Then find out if the recipient is a) available and b) ready to talk to the caller. If not, be sure to write down the message in detail.
Step 3. Use correct grammar
Always use the pronouns "you" and "I" for your subject instead of "you" or "I". Don't leave the word "yes" hanging at the end of the sentence. For example, "I don't know where it is huh" is a wrong sentence. Generally, you can remove the word "yes" from the sentence completely. "I don't know where the address is" is a more appropriate answer.
Step 4. Pay attention to your voice
It is through your tone of voice that the caller can hear what you really mean. On the phone or face-to-face, this conveys more than just the words that come out of your mouth. The key to talking on the phone professionally is to smile inside!
This smiley point had such a big impact on senior management at a call center that he placed a small mirror on each of his agents' desks that read: "What you see is what they hear!"
Step 5. Use the caller's name, whenever possible
This can give you a personal touch and show that you are listening. "Sorry, Mr. Joni, it's a shame Mr. Marko is not there. Can I help others or write a message?"
Step 6. State your identity first when calling someone else
For example, say, "I'm Magda, calling for Mrs. Martha Tilaar." But don't be too wordy. In other words, get straight to the point without revealing unnecessary details.
Step 7. End the conversation professionally
With sincerity in your voice, say, "Thanks for calling. Good afternoon!"
Part 3 of 3: Handling Difficult Phones
Step 1. Practice active listening skills
Do not argue or cut off the caller. Even if the person was wrong or you know what they're going to say next. Let the person let their voices out. Listening well can build rapport and go a long way in quelling "hot" callers.
Step 2. Lower the volume and speak in an even tone of voice
If the caller's voice is getting louder, start speaking more slowly in a steady voice. A calm demeanor (rather than being nervous or overly excited) can do a lot to calm someone down. Remaining unaffected by the volume or tone of the caller's voice can help an angry person calm down.
Step 3. Build relationships through empathy
Put yourself in the place of the caller. Let the caller know that you hear his frustrations and complaints. Just doing this can help calm a person down. The term is a "verbal nod" and this can help make the caller feel understood.
Step 4. Avoid being upset or angry
If the caller is verbally abusive or even swearing, take a deep breath and continue talking as if you didn't hear what he was saying. Responding in the same manner will not solve the problem and may even make the situation worse. Instead, remind the caller that you want to help solve the problem – often, this statement can defuse the situation.
Step 5. Don't take it to heart
Stay focused on the problem at hand and don't take it personally, even if the caller behaves that way. Remember that the caller doesn't know you, and they're just expressing frustration with you as a representative. Lead the conversation back to the problem and your intention to solve it, and try to ignore private comments.
Step 6. Remember that you are interacting with a human
We all have had bad days. Maybe the caller is having an argument with their partner, just got a speeding ticket, or is having bad luck. At some point, we've all experienced it. Try to make their day better by staying calm and undisturbed -- it will make your heart feel better too!
Tips
- Do not chew gum, eat or drink while on the phone.
- Avoid using the words "ah," "mmm," "what's the name," and other "filler" words or sounds.
- Don't use the mute button; they should only be used if additional assistance is required from a supervisor or trainer.
Warning
- Remember that not everyone can understand the rules of professionalism. Be polite even if you don't get the same response.
- Customer service personnel should take a 5 or 10 minute break after handling a difficult phone call.
- After addressing a problem, remember that the next caller will be a different person. Let go of any emotions that may still be shaking you from the previous caller.
