Caller Courtesy
Telephone tips for client communication
By Lydia Ramsey

Although email has taken over as the business communication tool of choice, the telephone remains the best way to cultivate contacts and to grow your business on a personal level. How you handle yourself determines whether you are helping or hurting your client relationships.

People are very clear about what turns them off. Without fail, participants in every workshop I conduct on telephone courtesy name the following:

BEING PUT ON HOLD
No one likes to be put on hold, but callers will tolerate it if they are asked for their permission, if the person waits for their response before sending them off into telephone purgatory, and if they are not left there for more than thirty seconds.

CALLERS NOT IDENTIFYING THEMSELVES
This goes for people who answer the phone as well as those calling in. When you answer the phone, offer a greeting like “Good Morning”, followed by the name of your company and your name. When you are the caller, identify yourself immediately. You will come across as very professional and avoid any embarrassing or awkward moments. The person on the other end of the line will not have to say, “May I ask who’s calling?”

BEING TRANSFERRED
When people hear the words” Let me transfer your call,” they immediately sense trouble. They expect to tell their tale over and over before finally reaching the right person. When you transfer someone make sure the person to whom you are sending the call is available and can, in fact, help. Stay on the line, if possible, to assure a smooth transition. And always give the caller your name and number in case there is a problem.

HANG UPS
There is no excuse for simply hanging up when you dial a wrong number; but with caller ID, it is not only rude, it’s also unwise. It only takes a few seconds to apologize for your error.

MULTI-TASKING DURING A CONVERSATION
We live in a world where we are expected to do more than one thing at a time, to be involved in another activity, even one as invisible as checking your e-mail while talking on the phone. People know when they have your full attention so avoid doing anything but listening to the client.

MOUTH NOISES
Eating, drinking and chewing while talking on the phone are annoying to other people. Callers may not be able to see you consuming your snack, but they can hear you munching.

NOT LEAVING A MESSAGE
With voice mail, it makes no sense to leave only your name and number. Let people know why you want to speak to them so they can be prepared when they return your call.

RACING THROUGH THE PHONE NUMBER
Nine out of ten people slip into fast forward when leaving their phone number on voice mail. Slow down and remember that the other person needs to write while you are speaking. The most impressive people give their name and phone number at the beginning and the end of the message.

The way you handle yourself over the phone is critical to building good client relationships and to offering the best possible service.

Lydia Ramsey is a business etiquette expert, professional speaker and author of the widely-acclaimed book, “Manners That Sell: Adding the Polish that Builds Profits.”

For more information about her programs and products, visit her web site: www.mannersthatsell.com
This article appeared in New England Corporate Events.