5 Key Habits That Will Improve Your Phone Etiquette
In the age of texting, phone calls have become a lost art. This does not mean they are obsolete. In fact, a study by TransUnion shows that 80% of customers still prefer to talk with businesses over the phone.
Why do phone calls get such a bad name today? The biggest reason is that the person on the other end does not demonstrate proper phone etiquette.
At The American School of Protocol®, we communicate via phone initially to establish a personal connection. This touchpoint is key to your first impression, so approaching a phone conversation with proper protocol training does make an impact. Whether you have already become trained in etiquette or are simply looking for ways to improve your telecommunication, here are a few ways that you can drastically improve your calling abilities.
1. Always return a phone call within 24 hours.
Returning a call as soon as possible showcases respect for the other person’s time. Making sure to call back within a day is preferable; if for any reason you cannot return a call in that timeframe, do not wait too long. If a week passes by and you still have not bothered to return that call, the other person will think that it was not important to you in the first place.
2. Never say “Who’s this?” when someone calls you.
“Who’s this?” sounds annoyed and rude. Instead, opt for a phrase that makes the caller feel at ease. In our etiquette certification classes, we always recommend to give your full name, then to inquire “May I ask who is calling?” This shows consideration and genuine interest in their call.
3. Smile when you speak.
Although this may feel awkward at first, smiling while you speak over the phone will noticeably alter the tone of your voice. Even though the other person cannot physically see your smile, they can hear it in your inflection. This requires practice and can be bolstered through social etiquette training.
4. Remove all distractions when calling.
When you are caught in the midst of something and receive a phone call, it is easy to answer the phone and continue with what you were already doing in the background. However, this is simply bad etiquette. Giving the other person your focuses attention demonstrates respect for them. This goes for all conversations, not just ones over the phone.
5. Grab a nearby notepad and pen.
Everyone can forget things. However, when someone is attempting to convey information over the phone, especially in a business situation, good etiquette would be to take notes on everything they discuss. You do not want the potential of losing your train-of-thought or missing key details.
Not only is this important for client-facing roles, but in your personal life as well. The great advantage of a phone call is that you can take notes without it being distracting or uncomfortable.
Integrating these phone etiquette tips will not only improve your relationships, but your self-presentation and personal development. If you choose to start an etiquette consultancy, clients will often want to communicate with you via phone. Showcasing your etiquette on a telephone line will translate into real-life success.