How do you refresh your phone etiquette training?

Review the basics and refresh your memory on the essential rules and guidelines of phone etiquette by reading some online articles, watching some videos, or taking some online courses on phone etiquette.

Avoiding jargon is especially important because you can't be sure the person you're talking to knows what you mean. It can be confusing and alienating for those out of the loop. Using acronyms or slang terms can be quite confusing for new employees, and some positions have a lot of turnover. If you are used to using jargon with most of your colleagues, be sure you speak more plainly with those who may not be familiar with common terms in your department or company.

Phone etiquette is the way you represent yourself and your business to customers and coworkers through telephone communication. This includes the way you greet a customer, your body language, tone of voice, word choice and how you close a call. Etiquette also involves how you listen to others when discussing professional topics. You might use this form of etiquette when interacting with customers or working with others within your organization.

According to Google, the first step to refresh your phone etiquette training is to assess your current skills and identify any gaps or areas for improvement. You can do this by recording some of your phone conversations and listening to them later, or by asking for feedback from your manager, peers, or customers.

In today's interconnected business landscape, effective phone etiquette is an indispensable skill that reflects your professionalism and courtesy. Whether you're making or receiving calls, adhering to proper phone etiquette can significantly enhance your reputation and foster productive relationships.

Constantly updating one's phone etiquette skills and learning how to better improve your response time, embracing empathy, active listening to understand, using simple, clear words easy to understand are important.

Refreshing phone etiquette training effectively involves setting personal goals and actively seeking feedback. In my role as a CTO, I've emphasized the importance of continuous improvement through practical application. Tools like speech recognition and voice analysis software are invaluable for identifying areas like response times and use of filler words. Additionally, practicing empathy and engaging in open-ended conversations enhance interaction quality. Regular feedback from peers and customers is crucial to gauge progress and fine-tune skills. This approach not only improves your phone communication but also reinforces your professionalism and rapport with callers.

Here are some expert tips to help you begin practicing good phone etiquette: Be Prepared: Before placing a call organize your notes on the topic and do your research. Some find it helpful to write an outline of talking points they want to cover during the call. Answer Promptly: Whenever possible, answer incoming calls promptly. Aim to pick up the call within the first two or three rings. This demonstrates your attentiveness and respect for the caller's time. Identify Yourself Clearly: Begin the conversation by stating your name and your organization, especially if the caller might not have your contact information readily available. This establishes transparency and ensures that the caller knows who they're speaking with.

Speak slowly and clearly when leaving a message. If you want a call back leave your name and phone number twice so they can write it down and call you back. I always say my name at the beginning, why I am calling then do a quick summary and repeat my name and number twice. I then end by either saying thank you or have a great day/weekend or look forward to hearing back from them. If you have an angry person on the phone first ask what their issue is about and that you are listening to them. People mainly want to feel heard. Take quick notes and repeat their reason for calling and any other info or details. Then ask them if you have got that correct. If you have to transfer them to someone else let them know that (politely) then

Be a good listener but also know when and how to cut someone off or steer the conversation back to the point if it starts to get out of hand.

In the course of a workday you may speak to any number of different people who have various roles. Maintaining a professional, friendly demeanor on the phone ensures that you aren't accidentally too casual with a relationship that requires a bit more formality. In a large corporation or organization you may not actually know the title of the person who is calling you. Always answer the phone more professionally and you will not have regrets.

Although my current position in the retail industry is not totally phone based, it does require the use of the phone . Answering calls, transferring calls to the appropriate individuals and/or the appropriate departments. At times their may be a need to do some research and call the customer back. Numerous phone calls coming in can be very distracting. I have found that you must focus on the current phone call and finish. Your attention needs to be focused on the current call once completed move on to the next one. Remain calm and you will be able to handle the additional calls

Listen Actively: Pay close attention to the caller's words and tone. Listening actively helps you understand their needs and concerns accurately, enabling you to respond appropriately and effectively. Maintain a Professional Tone: Speak clearly, confidently, and in a courteous manner. Avoid using slang, filler words, or overly casual language. Maintain a tone that aligns with the formality of the conversation. Ask Permission Before Putting on Hold: If you need to put the caller on hold, always ask for their permission first. Briefly explain the reason for the hold and estimate how long it will take. Check back in within the stated time to provide an update or continue the conversation.