How can you use phone etiquette to improve your brand image?

3 Listen actively

Listening is a key skill for phone etiquette and for creating a positive brand image. When you listen actively, you show your caller that you care about what they have to say and that you respect their opinions and feedback. You can demonstrate active listening by using verbal and non-verbal cues, such as nodding, saying "uh-huh" or "I see", and repeating or summarizing their main points. You can also ask open-ended questions, such as "How do you feel about that?" or "What are your goals for this project?" to encourage them to share more information and insights.

4 Be respectful and courteous

One of the most basic and essential aspects of phone etiquette is to be respectful and courteous to your caller. This means using appropriate greetings and salutations, addressing them by their preferred name or title, and thanking them for their time and attention. It also means avoiding interruptions, distractions, or background noise that may interfere with the quality of the conversation. If you need to put them on hold, transfer them, or end the call, you should always ask for their permission, explain the reason, and apologize for any inconvenience.

5 Follow up and follow through

The last way to use phone etiquette to improve your brand image is to follow up and follow through on your phone calls. This means sending a confirmation email, a thank-you note, or a summary of the discussion after the call, depending on the purpose and context of the conversation. It also means delivering on your promises, meeting your deadlines, and updating your caller on the progress and results of your actions. By following up and following through, you show your caller that you are reliable, trustworthy, and professional.

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?