How to Improve Phone Skills

In a matter of seconds, callers make a judgment about the voice on the other end of the phone. Attention to phone etiquette is vital for most businesses. Using a few professional skills will keep those phone calls coming.

Instructions

1. Greet the caller with enthusiasm. Start with a friendly "Hello" followed by a sincere, "Thank you for calling [name of the business]." Proper etiquette dictates a positive attitude.

2. Introduce yourself. State your first and last name and department within the business. Callers like to know they have reached the correct party.

3. Address the caller formally. State the caller's title as Mr., Mrs, or Ms., followed by the last name.

4. Concentrate on the call. When the phone rings, put aside other work. This skill requires self-discipline.

5. Get the caller's approval to place them on hold. Tell the caller how long the wait will be and the reason for it. This information should diffuse any anger.

6. Take messages willingly. State you will gladly take a message. Record the details accurately and read it back. This skill leaves the caller feeling confident the message will be delivered.

7. Close with a summary and thank you. Allow the caller to hang up first. It's a matter of etiquette.

Tips & Warnings

• Try to envision the caller. This skill helps to emphasize you are interacting with a real human, not just a voice.

• Don't let the phone ring more than four times before answering. Callers become anxious when they must wait.

Resources

• For more information on phone etiquette go to the following website.