For many businesses, the phone is the first point of contact with customers. Therefore, it’s crucial that employees answer the phone in a friendly and professional manner. With the right phone etiquette, companies can increase customer satisfaction and comply with guidelines like the General Data Protection Regulation (GDPR) when recording phone calls.

In this article, discover the key tips for a professional and customer-focused phone experience.

Phone Etiquette for Beginners

The phone can be a very sensitive form of contact. Since people cannot see each other, misunderstandings can arise quickly. A friendly voice and attentive listening are therefore extra important. By learning the right phone manners, you help customers feel at ease. This leads to more satisfied customers and better conversations.

Accessibility

Good accessibility is the foundation of good service. Ensure that customers quickly reach someone, without long waits. When answering the phone, do so preferably by the second or third ring. This provides a quick and pleasant start to the conversation. You can indicate opening hours in a neat welcome message.

Tips for the Perfect Greeting

  • Start with a friendly tone and first state the company name, followed by your own name. This helps the customer remember your name better.
  • If a customer was in the queue, thank them for their patience and show understanding.

Listening and Gathering Information

Good listening is the foundation of a pleasant phone conversation. Show that you are actively listening by occasionally saying “yes” or “I understand.” Write down important details and ask questions if something is unclear. If you need to call back later to find out more, let the customer know when you will do so.

Recording Calls

If you want to record calls, inform the customer politely that the call is being recorded and always ask for consent. This is required under the GDPR. If you handle many incoming and outgoing calls, you can back up these recordings in a secure environment like Google Drive Cloud. Recording a phone call on an Android phone or iPhone can be done with apps like TapeACall.

Handling Complaints and Managing Recordings

When handling complaints, it’s important to remain calm, polite, and professional. A complaint is always bad news, so be aware that these are usually unpleasant conversations. Summarize the complaint at the end of the conversation and show understanding and willingness to take further action. If a colleague or another company made a mistake, remain professional and do not undermine them.

Recording the conversation can help with follow-up analysis. If the conversation is needed later for internal training or review, ensure that the recorded conversation is stored securely and is only accessible to authorized employees.

Pay Attention to Your Voice

It’s good to occasionally listen to your own voice because your voice says a lot! Check if you articulate clearly and speak at a calm pace. Your tone of voice also plays a role. Silences are not a problem; they give the customer room to respond. If you can’t hear the customer well, be honest about it to avoid misunderstandings.

When you answer another phone call, take a moment to listen to how you sound. Learn from previous conversations and see where you can improve.

Waiting and Transferring Calls

Waiting is a source of irritation for customers, especially during long wait times. A good alternative to hold music is to actively keep customers informed and address them by name when you return to the call. Have you tried everything at that moment and can’t help further? Make a callback note or ask the customer to call back later.

When transferring a call, provide a brief explanation to the customer and the colleague so the conversation flows smoothly. Explain clearly to the customer what you are going to do, why you are transferring the call, and to whom. When transferring, ensure a warm handover to a colleague. If you can’t reach your colleague, return to the customer and explain the situation. Ask for more time during the transfer, make a callback note, or ask the customer to call back later.

Ending a Phone Call

Before ending a call, summarize the discussed points and confirm the next steps. When closing, you can mention that the call recording will be stored for follow-up. Check if there’s anything else you can do and if everything is clear. Let the customer end the call so they don’t feel rushed. Thank the customer by name and wish them a good day. Always let the customer hang up first!

You can also choose to listen back to the recorded call immediately to ensure you have all the details.