23 Tips for a Great Phone Call

Emails and text messages are slowly becoming our first choice when we need to communicate. Fewer people are choosing to make an actual phone call and that has led to people with poor phone skills or simply a complete fear/avoidance of the phone. You may be able to get by in your personal life not making a call, but in the business world, it is sometimes a necessity to pick up the phone. For those of you uncomfortable on the phone, or just downright scared, here are 23 tips for a great phone call.

General Phone Tips

1. Always keep a pen and paper next to you to keep track of any important call details.

2. Speak like your call is monitored, even if it’s not. This will help you speak as professionally as possible.

3. Use proper grammar.

4. Smile when you talk. This will keep you tone positive.

5. Make the call personal by using the caller’s name whenever possible.

6. End the conversation politely.

7. End strong. Just because your call is clearly winding down and coming to close make sure you are still using all the previous tips.

8. Focus on your call and avoid outside distractions and conversations.

9. Try to use inclusive language like “we” and “our”

When Making a Call

10. Plan out what you are going to say before you call.

When Answering a Call

11. Answer in as few rings as possible. This will let your customer know that your company is efficient and more importantly that they are important.

12. Take a deep breath before answering a call, to sound refreshed rather than tired and out of breath.

13. Always identify yourself and your company first followed by asking who is calling.

Ex. “Thank you for calling [Company Name], [First Name] speaking. Who am I speaking to and how may I help you today?”

14. Collect as much information as possible, politely.

When Transferring a Call

15. Ask before you place a person on hold and be sure to wait for them to respond.

16. Avoid leaving a caller on hold too long. Callers often may feel like they have been on hold twice as long as they really have been.

17. Don’t transfer a call before verifying that the person is ready for the call. Tell the call you will try the person’s line then check to see if they are ready for the call. If not take a detailed message.

When Dealing with an Angry Customer

18. Practice active listening skills.

19. Don’t argue or interrupt angry callers.

20. Even if a caller gets loud with you keep your voice steady and low. Don’t yell just because you are getting yelled at.

21. Practice empathy with frustrated callers.

22. Don’t get angry and don’t take the call personally.

More Business Tips like this can be found on Hawaii’s BBB website.

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