Most of us choose to stay in touch through email or phone calls. But what is the proper way to handle phone conversations?
While the following guidelines are commonly associated with customer service or call centers, they’re equally relevant to any phone conversation, whether it’s with a new acquaintance, a potential client, or someone you’re aiming to collaborate with. Phone etiquette is often overlooked, as many assume it only applies to call center environments. However, every interaction matters, and all customers—whether they’re potential, current, future, or just professional contacts, deserve exceptional service and a positive, memorable experience. Here’s how we do it at Virtual Professionals.
Before you start calling, make sure to follow these tips:
- Use noise-canceling headphones for clear audio.
- Test your phone or software before important calls.
- Keep your phone fully charged and ensure a stable network connection.
No More Than 3 Rings: According to experts, the ideal time to answer a call is by the second or third ring.
Positive Greeting: Always start a call with a warm greeting, introduce yourself, ask for the customer’s name, and use their name frequently throughout the conversation—just as you would in a face-to-face interaction.
Smile While You Talk: Smiling changes the tone of your voice, and those on the other end of the line can “hear” your smile, making them feel more positive and comfortable.
Speak Clearly: Phones can make it hard to hear clearly, and voices might sound unclear. To avoid confusion, speak clearly and directly on the phone. Also, make sure they understand you and that you understand them.
Limit Hold Time: Only put someone on hold when necessary. Always ask for their permission first, and let them know you’ll be back shortly. Try to limit the hold time to one minute. Be sure to thank the caller for their patience. If a longer hold is required, offer to call them back or transfer them to someone else.
Listen Carefully: Make sure you understand everything they say—take notes if needed, and avoid interrupting the customer. Don’t dominate the conversation, avoid making it about yourself, and do not be too quick to answer.
Leave A Detailed Message: When leaving a message, make sure to include your name, company, contact details, the reason for your call, and the best time for them to call you back.
Return Calls: If you promised to return a call or are replying to one, make sure to do so in a timely manner.
Transferring A Call: If you need to transfer the call, explain the reason to the customer, ask if they’re okay with it, ensure the other person is available, and then introduce the person they will be speaking to.
Be Present: Avoid multitasking while speaking with a client. Be fully focused on the conversation, as hearing keyboard clicks or paper rustling on the other end can be seen as disrespectful.
Show Respect: Everyone deserves to be treated with respect. Give your full attention to the conversation and show that you care by being fully engaged.
What To Do About Rude Callers: There will always be clients who are rude, angry, or impatient. It’s important to use emotional intelligence and stay calm. Be polite, kind, and empathetic, and focus on doing your best to resolve their issue.
Ending The Call: It’s often said that “how you end matters most.” You can handle everything perfectly during the call, but a poor ending can undo it all. Always make sure to wrap up the conversation on a positive note and ask the client if all their needs have been addressed. Always let the client hang up first.
Bonus Points If You Use Their Names Often: It’s important to use the client’s name frequently. Doing so makes the conversation feel more personal and centered on them, which creates a positive impression.
Expert’s Advice: Self-talk before talking to another client.
Our brains are powerful, and even during a phone conversation, we can influence a client’s subconscious by being aware of our own mindset. If we approach the call with a positive attitude, it will reflect in our tone and energy, making the client feel that positivity. The goal is to provide an exceptional customer service experience. If we’re feeling low or negative, that energy will come through in the conversation. Talking negatively to ourselves will result in a negative impression. Therefore, it’s important to maintain an upbeat mindset and use affirmations to shift into a positive state. This will not only affect how we speak but also how our positivity resonates with the client over the phone.
Start each phone conversation with a positive mindset and make every call count!
Virtual Professionals 