It demands professionalism at all times.
The idea may seem elementary, but you would be surprised how often this basic protocol is not followed.
1) Learn to use the hold button
Once you have put your caller on hold, check back every couple of minutes to let your caller know the status of the call. Ask if they would like to continue to hold. Give them the option of calling back or holding longer. This shows the other party that you value his time and truly want to help him.
2) Don’t use speaker phone unless absolutely necessary
Your clients deserve your undivided attention. Using a speaker phone is not a good habit to get into for a myriad of reasons;
- It makes it difficult for people on the other end to hear you.
- Other associates may enter your office and start a conversation, not realizing you're on the phone.
- It prevents the caller from accidentally overhearing conversations being held nearby.
- If you're multi-tasking during the call, the caller can hear you shuffling papers, eating your lunch and typing on the computer.
3) Leave a message on voicemail once….and only once.
Repeatedly calling and leaving more messages doesn’t make someone come back to their office any sooner or return your call any faster.
4) Don’t let your mood reflect in your voice
The person at the other end of the phone cannot see your facial expressions or gestures and the impression he receives depends on what she hears. Speak in a pleasant tone of voice - even if you're having the most challenging of work days!
5) Avoid poor language habits
- Associate answers the phone.
- PMS: Good morning, is Jim Smith in the office?
- Associate: Yup
- PMS: May I speak with him?
- Associate: Uh huh.
- PMS: Thank you.
- Associate: Before transferring the call, "Have a good one."
