Polish Your Business Telephone Skills
When on the phone, our sense of hearing is the only one we use. It is just one out of five senses. Therefore, be extra careful how you speak and what you say.
Smile when you pick up the phone.
If reception has already answered with, “Good morning, ACME Inc. How may I direct your call?” and Larry asked for you, don’t say “ACME Inc.” when you pick up the call because Larry already knows that. If reception tells you it is Larry, then “Good morning, Larry! So good to hear from you” will create a much better atmosphere than “ACME Inc.” again.
Six telephone “no-nos”:
• Do not assume I know who you are when you say, “Hi, it’s Sally.” Please elaborate.
• Do not assume I know your number by heart because I probably don’t.
• Do not chew your gum when you are talking to me. Your noise goes directly into my left ear.
• Do not ask me if you can eat your lunch while you are chatting with me because you are chewing into my ear, but I have a hard time saying no to your request.
• Do not start yelling at your child while you are talking to me because you are yelling directly at me.
• Do not put me on speaker-phone without me knowing. If you need to elaborate, first ask if it is a good time. People don’t always have time to chat just because you do.
If you need to leave a message, leave a constructive message that takes both of you further to your goal. Start with your full name and company name, if necessary. Leave your phone number slowly, as in 4-1-6, 1-2-3 (breath) 1-2, 3-4. Then the recipient does not have to rewind the message.
How many times does this happen? “Hi, it’s me. You’ve got my number.” Yes, somewhere in the old Rolodex at home.
“Call me back, dear” means you are returning his call without having a clue what he wanted. Then he returns your returned call with the usual “You’ve got my number” and here we go again.
Leaving the reason why you are calling is good. If you call me with an etiquette question, such as forgetting what side the bread plate is on, I can immediately return your call because you have left your number (slowly). We don’t have to waste each other’s unpaid time.
If it is a question to which I do not have the answer, I can research it and call you back when I have found the answer. Again, no need to return the returned call just to find out what you wanted.
Make it easy to do business with you. Identify yourself clearly. Make sure the person you are calling knows who you are. State your case and always leave your number.
By the way, the bread plate is on the left side of the main plate.
Adeodata Czink is President of Business of Manners.com. Contact her at 416.971.9754 or via adeodata@businessofmanners.com
2600 John Street, Unit 207, Markham, ON L3R 3W3 T: 905.475.5222 F: 905.475.6369
