Delegate, Focus, and GROW Your Business

Business Phone Etiquette

Whether intentionally or by accident, those who represent your business can make or break you. One form of communication, in particular, which impacts on how your clients view your business is over the phone interactions. Without the benefit of body language, people rely on tone and words to interpret the type of message being communicated. A single misstep can completely change the course and perception of a conversation, which could result in an equally negative perception of your business. Proper business phone etiquette will go a long way towards avoiding pitfalls, so it is important that all your staff employees conduct themselves in a professional manner.

Understand the Issue

There is nothing more frustrating for customers or clients than feeling that your business does not understand their needs or concerns. Laughing at inappropriate times, or failing to show empathy will severely damage your relationship with customers. Proactively expressing a personal desire to deliver for the customer, on the other hand, will show a commitment to resolving customer concerns by meeting all reasonable conditions of service.

Know Your Customer

It is important to establish business phone etiquette. You can set stringent rules of conduct for your employees. However, doing so might alienate potential customers. It is a high risk strategy but some customers prefer more personal, informal interactions. As a business, it is important to understand the type of people you and your employees will communicate with, before setting rules for conduct. For instance, you can establish different rules for customers and suppliers, depending on the nature of your business.

Keeping Records

Regardless of the nature of your business, it is always good business phone etiquette to keep accurate interactions of phone calls. It doesn’t matter if it is a customer, supplier, or partner; keeping accurate records establishes a timeline of events and shows that you are running a professional business and have processes in place to address any queries or complaints which may arise.

Be a Representative

As the first or most frequent line of communication with your business, anyone who speaks to customers or clients should act as an ambassador for your business. Everything you or your employees say should encompass your company ethos. If you promote your company values on every call, clients and customers will recognize your business as a reliable and consistent provider of quality products or services. Don’t allow bad business phone etiquette to destroy your business. Think smart and take steps to ensure you offer your customers the best experience possible. If you need a professional to handle your customer communications, consider hiring one of our personable virtual assistants that can effectively represent your business.

photo credit: Fabio Sola Penna

Posted on October 26th, 2016 by Rachel Braam, Office Manager

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