How do you convey confidence and credibility with phone etiquette?

1 Prepare before you call

One of the best ways to sound confident and credible on the phone is to prepare before you make or answer a call. Know your purpose, your audience, and your message. Have any relevant information, documents, or notes ready. If you are making a call, rehearse your opening and closing statements, and anticipate any questions or objections. If you are answering a call, greet the caller professionally and clearly state your name and company. Preparing in advance will help you avoid awkward pauses, ums and ahs, and mistakes that can undermine your confidence and credibility.

2 Speak clearly and confidently

Another key aspect of phone etiquette is to speak clearly and confidently. Use a friendly, warm, and professional tone of voice. Avoid mumbling, speaking too fast or too slow, or using slang or jargon. Use proper grammar and pronunciation, and avoid filler words like "like", "you know", or "actually". Emphasize important points with your voice, and use pauses and intonation to create interest and clarity. Speaking clearly and confidently will help you communicate your message effectively and impress your callers.

3 Listen actively and attentively

Listening is just as important as speaking when it comes to phone etiquette. Listen actively and attentively to your callers, and show them that you are interested and engaged. Use verbal and non-verbal cues to acknowledge what they are saying, such as nodding, smiling, or saying "yes", "I see", or "I understand". Ask open-ended questions to clarify or explore their needs, concerns, or opinions. Repeat or summarize what they have said to confirm your understanding and show your attention. Listening actively and attentively will help you build rapport and trust with your callers.

4 Respond appropriately and respectfully

How you respond to your callers can also affect your confidence and credibility. Respond appropriately and respectfully to their requests, questions, feedback, or complaints. Be polite, courteous, and positive, and avoid interrupting, arguing, or criticizing. If you don't know the answer to something, admit it and offer to find out or refer them to someone who does. If you need to put them on hold, ask for their permission and tell them how long it will take. If you need to transfer them, explain why and introduce them to the next person. Responding appropriately and respectfully will help you show your professionalism and competence.

5 Follow up after the call

The last tip for improving your phone etiquette is to follow up after the call. Follow up is a way of showing your appreciation, accountability, and reliability to your callers. Depending on the nature and outcome of the call, you may want to send a thank-you note, a confirmation email, a reminder message, or a feedback survey. Make sure to follow up in a timely manner, and to keep your promises and commitments. Following up after the call will help you enhance your reputation and relationship with your callers.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?