The impact of the phone is a revolutionary way of doing business. Following the 3 ring rule even after an IVR is a way of keeping the motive intact of a customer. Telephone Etiquette contributes to overall professionalism of an organization and its best practices are used in methods of delivery.
The art of talking on the telephone is the foundational skill for all individuals and establishments to avoid overall miscommunications. When on the telephone the recipient does not have 55% of body language to read, therefore the recipient has little data to form an opinion or decision. Hence, telephone etiquettes are not merely a conversation being held, but even those intuitive messages that are not being spoken.
The key focus areas are:
- The 3 Ring Rule
- Body Posture
- Telephone placement
- The Power of The Smile and When to Use it
- Voice Modulation
- Tone of Voice
- Listen Effectively
- Manage Expectations
- Appropriate Questions, Responses and Call Placements
- To End a Call and Telephone Disconnection
- Team Loyalty
If all staff and individuals adopt the tried and tested skill sets presented, then; half the potential negotiations and/or half the recipients reciprocity is won.