Telephone etiquette

Business communication on the phone is a whole science,to comprehend from the first day of your work. Sometimes it is very difficult to rebuild yourself from the usual phrases that you use when talking on the phone to solve personal issues. And now there are different rules of telephone etiquette, which you should never forget. In this case, there is The rules of etiquette, which are prescribed to those who call, and to whom they call.

If you call

So, you need to make a business call to find out certain information. In this case, when you are told, please specify if you have reached where you wanted to go. Companies often develop a specifica greeting for all callers, from which you will know where you got through and who answered you. After receiving this information, you need to briefly introduce yourself and describe the situation, why you are calling.

It often happens that a person asked you to call back, but at the time of your call the employee is not in place. In this case, telephone etiquette obliges youdo not hang up and do not ask the other person for the essence of the question, but ask when the person you need is available and at what time it will be most convenient to call.

Sometimes speaking on the phone can take a long time. If you expect such an outcome, it would not be superfluous to ask the interlocutor if he has time for a conversation. Even if your interlocutor can give you enough time, do not delay the conversation, because talking on the phone is an exchange of information, so speak briefly, but informatively.

You must also end the conversation. Now you need to try to leave a good impression of yourself, so to the words of farewell, add the phrase "I hope that our contacts will be useful!".

If you call

And now you should consider the rules of business communication over the phone, if they call you. In this case, telephone etiquette dictates that you do not immediately rush to the phone, and pick up the phone after 2-3 calls. It is also not worth to tighten too much. Before you take off the phone, gather, smile and only after that you can welcome the interlocutor.

As a welcome, psychologists do not recommenduse the word "Hello", as there are a lot of consonant sounds in it. Also, you can not use as words of greeting such words as "Hello" and "I'm listening", since this is a sign of disrespect for the interlocutor. Greet the person who calls you with the words "Good day!". Note that you can not use the "Good Morning" or "Good Evening" greetings, since it is the day that is considered a worker.

After greeting name your post and introduce yourself. If you did not name the reason for the call, then you need to try to figure it out. If you do not find out the reason for the call before the beginning of the conversation, then in this case it will be inappropriate to continue the contact.

Since the person who calls you hopes that his call will be given due attention, always during a conversation with an interlocutor, support him with such replicas of "Yes", "Absolutely right", "I understand ..." etc.

Always Control your voice and the pace of speech. Telephone etiquette accurately indicates the speedSpeech: 120-150 words per minute. It is this pace that is adopted for conducting telephone conversations. Greet the interlocutor and call yourself a little slower. Also, try always to respond in a cheerful voice, even if you are very tired. A person on the other end of the wire is always much more pleasant to talk with an interlocutor who shows a keen interest in the conversation.

According to the rules of telephone etiquette, the one who calls should finish the conversation. But if you feel that the conversation is too much delayed, besides, he goes to the side, then try to end the conversation by channeling it into the right direction. To do this, you can use the phrase, for example, "I think the main details we found out ...".

And remember that during a business conversation over the phone, you should not undermine the customer's trust in the company, so Do not use phrases with negative construction. So, instead of the phrase "I do not know", use the phrase"I need to clarify the information on this issue." You can not directly deny the person who is calling you, so do not say "We can not do this for you." Instead of this phrase, say "At present, it will be quite difficult for us, but ...".

Always maintain a good image of the company, because it was for this purpose that the telephone etiquette was developed. Learn to speak with clients correctly, watch your speech to the number of people wishing to communicate with you has only increased.