The Right Telephone Etiquette Skills for Exceptional Telephone Customer Service

The phone etiquette skills of your telephone customer service representatives and team members who handle incoming phone calls are essential to a customer’s positive experience with your organization. A failure to practice proper telephone etiquette can drive customers from your organization and seriously diminish your bottom line.

So what exactly constitutes proper telephone etiquette? Let us share a few thought:

• The Phone Greeting – did you know there is a right and wrong way to answer the phone? Our four-part phone greeting will start any phone call off on the right foot and demonstrate your organization’s commitment to service and excellence.

• Proper Pitch and Tone of Voice – ever talked on the phone with somebody who spoke in a dull and monotone voice? Did it make you excited to do business with that organization? Probably not… Our telephone etiquette skills training programs demonstrate effective methods of varying one’s voice pitch and provide assistance in using the proper tone of voice to craft a powerful customer experience.

• Placing Callers on Hold – By asking the caller if you may place them on hold you will eliminate a primary source of confusion and frustration and reassure the caller that they have not been disconnected or forgotten about.

• Transferring Calls – nothing can be as frustrating as being transferred around an organization’s phone system and having to explain your situation to every person you speak with or being transferred to an individual who has no idea who you are and why you were transferred to them. Effectively transferring callers within your organization entails placing the customer on hold (the right way!) and informing the person the call is being transferred to who is calling and the nature of the call they will be receiving.

• Effective Listening Skills – by practicing active listing skills, asking open ended questions, and repeating a customer’s questions or problems back to them you will ensure the customer that you fully understand their question or situation. This is the first step in solving a customer’s problems and leaving them with a memorable impression of your organization.

The bottom line is that telephone etiquette skills are crucial in creating a powerful telephone customer service experience that will leave your customers wanting to continue doing business with your organization for many years to come.

The Phone Coach’s 10 Steps to Telephone Excellence is a great foundation for developing the telephone etiquette skills in your organization. Supplement the phone etiquette training video with customized coaching or a customized training package from the Phone Coach’s telephone customer service experts and you will ensure that your customers have an exceptional experience with your organization each and every time they call.

Click the button below to purchase the Phone Coach’s 10 Steps to Telephone Excellence training video. Have questions about or customized telephone etiquette skills training programs or coaching? Give us a call at the number listed below or click the appropriate button below to fill out our online information request form!

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