What's the best way to assess phone etiquette?

My experiences involving any type of phone etiquette is that you have to really enjoy your job, take the job seriously and remember you are helping other potential customers that could benefit and help the business. I have been on the receiving the end of a phone call for tech help, just general problems/questions for other phone calls and let me tell you some of these reps really need to find other jobs. If you are bothered by these calls please find another job.

With my experiences throughout my different careers, I have noticed you have to enjoy what you do and be compassionate towards those on the other end of the line. The end goal is to be able to help those who have called in, in a timely and efficient manner.

Your etiquette over the phone is the most personal interaction majority of customers/clients will have with your organization. Your tone of voice, eagerness to help, and level of professionalism are the key components of phone etiquette. All of which are subconsciously judged during a phone conversation.

As a trainer for phone agents, I look at tone, engagement, and empathy. Tone can be impacted by attitude and discomfort; I tend to sit like an overcooked shrimp so stretching and adjusting posture are crucial before answering a call, confidently. Smiling is a great way to ensure a positive phone greeting, but being told to smile has the opposite effect. As a mental exercise, thinking about a favorite place, food, or joke will help naturally lift the tone. Active listening is the most crucial element. Demonstrating empathy and responsiveness makes the caller feel heard and establishes trust. Sometimes all it takes is repeating their concern and following with, "I'm sorry to hear you're experiencing this, thank you for sharing with me".

In my experience, phone communication is a great test of communications because it limits you to just one sense. So it is a great way to learn good communication because it gives someone the ability to focus on things like Tone, tempo, and being able to convey messages clearly.

The phone has been ringing off the hook. You pick up and for what feels like the millionth time today, "Thank you for calling blah blah blah, my name is blah blah blah, how can I help you?". The irritation that has been building up all day so easily makes its way into your tone of voice. Now, you've made the person on the other end feel like a nuisance. They're either feeling guilty, or they're feeling like they need to match you. Both outcomes make the call even LESS enjoyable than it already was. It's not that person's fault they called on a busy day. Your tone of voice changes everything! You don't have to be in a good mood to sound like you're in a good mood. If you're able to speak in a positive tone, the rest will follow.

When answering a phone, my greeting is: "Thank you for calling _____, this is Kimerly how can I help you? " Throughout the conversation I ask questions related to what the caller/patient need is and refill a medication, send a request to their physician or insurance company (if prior authorization), ask a pharmacist to pick up the call if it's something that I am unable to answer.

When conducting mock calls, our trainers create scenarios based on experiences we've encountered. We'll do a mix of pleasant calls, and irate and distressed callers to test the navigation under pressure. This can be a fun improv exercise and preparation for more confident-sounding calls.

In my experience as a Transfer Agent, people feel more comfortable when they get to hear a voice after email exchanges. I always communicate via email so that nothing is misunderstood or overlooked but I do speak to various people through out the day. I worked at a firm a few years back in which the Director asked me not to make personal phone calls and I had to explain that the call was not personal but rather a Board President that liked to call me for weekly updates. During these updates, he would ask me about my kids or my weekends. I wasn’t going to not answer the questions. I have daily conversations with Board Members, Attorneys, Applicants, Lenders, Title Companies, Appraisers, Tenants & Shareholders/Unit Owners to help.

The benefit of good phone etiquette, for me, is to be able to help my patient/customer get their questions answered or concerns addressed.

I have been in a variety of phone centered roles: travel agent, time share sales, cable company, now healthcare. One thing I can think good phone etiquette brings is loyalty. If you can build a connection over the phone, there’s nothing they won’t understand. You’ll calm down the most upset caller with kindness. The phrase “kill them with kindness” is on a sticky not on my computer. It works!

Great active listening skills as well as being able to focus on the need of the customer. When listening to customers, sometimes I would have to declutter and dissect the information that they are delivering. They may tell me a whole story just to get to “I need to update my contact information”. Sometimes customer service requires the task of dissecting a story and helping the customer get to the point. I take control of the conversation by probing with yes or no questions, instead of open ended questions. With the information I gain (through actively listening to the customer) it reassures the customer that I care about theirs needs. The results from actively listening also produces a sense of control within the customer.