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January 11, 2017

4 Important Rules Of Telephone Etiquette

Is there such a thing as a business without a telephone number? It doesn’t matter how advanced our technology gets, the telephone will always be used as a chief source of communication. Of course, many advances in telephone technology have allowed business owners from all over the world to communicate in ways that were once unheard of. Why do you think MeloTel is so proud to provide its innovative, feature-rich, VoIP-based Commercial Phone Services?

While there are many different benefits of utilizing VoIP technology, there is no substitute for professionalism. Naturally, telephone users need to conduct themselves in ways that will regularly endear them to the other parties on the line. When you represent a business on the phone, everything you say is a reflection of the brand. Therefore, it’s of vital importance that you practice particular rules of telephone etiquette.

Here are four important ones:

1. Be a name caller. No, we’re not asking you to revert to your childhood ways and tease the people you speak to on the phone. We’re reminding you that people love to hear the sound of their names being called. Using your customer’s name during your phone conversation is an important step in building rapport. As well, never forget to introduce yourself at the beginning of each call so that the other party will have the opportunity to use your name as well.

2. Be mindful of volume. Speaking too loudly or speaking too softly will only prove to be a distraction during your calls. While it’s pretty important to speak in a calm, conversational voice, you don’t want the other party straining to hear you. At the same time, giving your client the impression that he/she is being yelled at won’t do much to polish your company’s sterling reputation.

3. Stay focused. There are few things more annoying to a customer than a company representative who is having another conversation during the conversation he/she is having with the customer. As well, don’t eat while you’re on the phone! You may be surprised to know how often distractions get in the way of what are supposed to be professional business conversations. Don’t give your customers the impression that their time isn’t of value to you. Always give them your undivided attention.

4. Use proper hold procedures. Have you ever been placed on hold by someone who simply placed the receiver down on his/her desk? Clearly, there are more professional ways to go about placing someone on hold. Firstly, ask the caller for permission to be placed on hold – an actual hold where hold music is playing. MeloTel’s Commercial Phone Services come with Custom Hold Music as a special feature.

Secondly, inform the caller of how long the hold will be and what you plan on accomplishing during the hold. Finally, return from the hold and both thank the customer for waiting and apologize for the wait. This shows a great deal of courtesy and respect for the customer. It also showcases your company’s ability to conduct phone calls in professional manners.

For more information about MeloTel’s Commercial Phone Services and all of the incredible features that come with them, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!

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