Business Call Etiquette
Using proper etiquette while fielding business calls is essential to maintaining positive business relationships in nearly any type of industry or scenario. Whether dealing directly with customers in a retail location or taking part in a professional conference call with upper management, knowing proper business call etiquette helps to create and maintain positive business relationships.
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Preparation
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To demonstrate proper business call etiquette, it is essential to understand the circumstances under which the call will take place. For example, if you are a receptionist at a dentist's office, it is essential to answer using a script, a predetermined response or greeting, that properly identifies both yourself and the business you are representing. For business meetings and conference calls, preparation includes gathering information and paperwork relevant to that particular meeting.
Communication
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The purpose of any call, business or personal, is communication. But in the case of a business call, clear communication is essential not only to convey your information or response clearly but also to uphold the reputation of your company. For example, speaking clearly and professionally provides customers with the information they have requested during the call and reflects well upon your business. If the same information is given to the customer in an unprofessional manner, such as mumbling instead of speaking clearly, the customer might have gotten the information he requested but in such a way as to lose respect for your business.
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Scripts
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When answering calls for a business, it can be helpful to stick to a script. A script ensures that every call is handled professionally and that all relevant information is given. For example, a script for a restaurant might begin, "Hello and thank you for calling (restaurant name), home of the best steaks in town. My name is (your name). How can I be of service today?" By following this script, employees answering the phone ensure that every customer is greeted properly and knows both where she is calling and whom she is speaking to.
Professionalism
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While business calls range from something as basic as calling a distributor for plumbing parts to a conference call between CEOs of multimillion-dollar corporations, the goal to maintain professionalism (until otherwise noted) remains the same. For example, start every call by referring to the other person as "Mr." or "Ms." as applicable, unless instructed otherwise. Speak clearly, using professional language. Avoid stall words, such as "uh" and "um." And always be a good listener, to avoid asking for information that was already given during the conversation.
Staying on Topic
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While every business call is different, it is always essential to stay on topic as much as possible. Of course, it can occasionally be beneficial to build rapport by straying from the topic when applicable, but it is important to bring the conversation back to the business topic at hand as soon as possible.
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References
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