Remarkable Customer Service/Experience via Phone Conversations

Ok great, so you just met a person at a networking event, now what? You followed up and you are trying to stay in touch. Most of us will keep in touch either by email or by phone. What are the etiquettes when it comes to phone conversations? Below are rules when it comes to customer service or call centers, however, they apply to any form of phone conversations you would have with anyone - whether it be someone you just met, someone you are trying to make a sale to, or whatever the case may be - either way, phone etiquette is not commonly used because people think that it's only applicable to call centers - but all customers (potential, existing, current, future, or simply acquaintances) deserve a remarkable service and memorable experience. Here's how it's done.

Part 1: Summary of scholarly articles

5 tips for handling a good phone call (Ninja, 2018):

• Get the basics straight and start with impact: State your name clearly and always use the client’s name. Keep a smile, stay upbeat, and remain energetic – but don’t be too energetic – you want to keep your energy for the rest of the day.
• Feelings first before facts: Put yourself in the client’s shoes, acknowledge their issue, show empathy when it is not your or your firm’s fault, apologize when you need to take accountability, and reassure the client that you will solve their issues.
• Ask relevant questions: Use a mix of open and closed-ended questions – you will use closed-ended questions when you are trying to clarify that you understood the client’s needs. But otherwise, using open-ended questions allow the client to expand on their issues.
• Be direct and concise: Respect their time, do not schmooze or chitchat with them. Be very straight forward to their stated needs, this is when the customer has a specific issue that needs to be solved. However, sometimes, the customer doesn’t really know what the issue is and they expect you to problem-solve it for them – this is known as implied need – it is usually not easy, therefore, you will need to keep asking them open-ended questions until you figure out what needs to be done.
• Stay professional but still personable: Do not sound like a robot or as if you are reading off a script – the client will sense that and will feel like they are not being heard. Be human, the client is human and has a human problem – try to genuinely solve the issue. Always use “please” and “thank you” and be considerate of the fact that the customer may not necessarily be having a good day.

7 Business Phone Etiquette Tips to Win Customer Loyalty (Hawkins, 2016):

• Listen: Listening is the single most important part of any effective communication. Do not hog the conversation, do not make it about yourself, and do not be too quick to answer. Practice active listening.
• Speak Clearly: Phones make it harder to fully understand the person on the other side, speak slower and pay more attention to the client. Make sure they understand you and that you understand them.
• Answer all Questions: You should be able to answer any question that is posed. Even to those questions that you don’t know the answers to. Always reassure the client that you will find out the correct answer.
• Ask Questions: Ask questions that will help you gather as much information as possible from the client in order to best assist them. Always ask if there is anything else you can help with.
• Don’t be too “Salesy”: Don’t sound too rehearsed, try staying personable and honestly desire to provide good customer service.
• Use Common Sense: The norms are not to call outside business hours, be kind, and always follow through on any promises you make.
• Focus on the Customer: Of course, the ultimate goal is to make money, however, in order to win true loyalty from customers, we want to make sure that the client feels that you are giving them the best and highest-level service. There is no client without good service.

12 Tips on Proper Phone Etiquette – every phone call is impacting your business (Weil, 2017):

• No more than 3 rings: Based on research, experts say that the best is to answer a call by the second or third ring.
• Positive greeting: Always greet a customer warmly, introduce your name, ask for theirs and use their name as often as you can – just as you would if you were meeting them face to face.
• Smile while you talk: Your smile changes the way you sound over the phone, people on the other end will “hear” your smile – makes them feel good.
• Speak clearly: The phone makes sound tough to hear fully, many times voices get muffled. Speak through the receiver in a clear manner in order to avoid confusion or “broken telephone”.
• Limit hold time: Only put someone on hold if you must. Ask them permission first and then assure them that you will be right back shortly – don’t keep them on hold for too long. One minute should be the magic number for the duration of the hold. Always thank the caller for waiting. If a longer duration is needed, either offer the caller to call them back or to transfer them to someone else.
• Listen carefully: Make sure you fully get everything they say – take notes if you have to, never interrupt your customer.
• Leave a detailed message: When leaving a message, leave your name, company name, proper contact information, a reason for your call, and the best time when to reach you for when they can call you back.
• Return calls: Whether you promised to call someone back, or if you are returning a call after they left a message, be sure to do so promptly and in a relatively short period of time.
• Transferring a call: If you must transfer the call, explain to the customer why it is necessary, ask if they are ok with it, find out that the person is available and then introduce the name of the person whom you are transferring to.
• Be present: Do not multitask when talking to a client – be fully present, nothing shows more disrespect if they hear on the other end keyboard clicks or paper shuffling.
• Show respect: Everyone wants to be treated with respect, be fully attentive and give them your undivided attention, show them that you care.
• What to do about rude callers: There will always be that rude, angry or impatient client. You should exercise your emotional intelligence and always remain calm yourself. Remain polite, warm, and show empathy. Do your best to solve their problem.
• Ending the call: They say that “all goes after the end” – you can do everything right during the call – but ending the call might ruin the whole thing for you – be sure to end the call in a pleasant manner and ask the client if all their needs were met.
• Bonus points if you use their names often: We said this before, but it is important, if you use their name often, you will score big points, you made the phone conversation very personal and all about the client. Allow the client to hang up first.

Part 2: Expert Advice 

The importance of self-talk before talking to another client (Dahlke, N.D.):

Our brains are powerful tools, even when we speak to a client over the phone, we will be able to tap into the client’s subconsciousness by being mindful of our own. If we put ourselves in a positive mindset, we will come across in a positive manner, and the client will feel it. The idea is to give the client or potential customer a remarkable customer service experience. If we are feeling down or under, they will get that feeling. If we talk to ourselves in a negative manner, we will come across negative. Therefore, it would be important to have an upbeat mindset, find ways to use affirmations to set your mind into a positive mindset, this will translate into the way you conduct the phone conversation, and over the phone waves, your positivity and upbeat demeanor will carry forth.

References: 

Dahlke, Arnie (N.D.). Me, You, and the Power of Choice. Retrieved from: Touro Library

Ninja, R. (2018, July 4). Basic call handling tips | Customer service (with sample call flow). [Video file]. Retrieved from https://www.youtube.com/watch?v=AAAwrMyDrlE (18:19)

Hawkins, Erica (2016). 7 Business Phone Etiquette Tips to Win Customer Loyalty. Retrieved from: https://www.callrail.com/blog/phone-ettiquette-tips/

Weil, M. (2017). 12 Tips on proper phone etiquette: From start to finish, every phone call is impacting your business. Air Conditioning, Heating & Refrigeration News, 19. Retrieved from EBSCO multi-search in the Touro Library.