No matter what department you work in, it's likely that you'll
have to talk to someone over the telephone, at some point in your
career. You might not think it immediately, but the way you come
across on the phone can have big implications for how your business
is perceived by people.  Good telephone etiquette is
essentially if you want your business to be respected by customers
and colleagues alike.

With that in mind, here are our 5 top tips to follow when it
comes to talking to people over the telephone:

1. Don't let the phone ring

If your phone rings, answer it as soon as possible. It isn't
polite to keep people waiting on the other end of the phone for
more than five or six rings. If you keep whoever is calling waiting
longer than this, you can risk giving them a very bad impression of
the state of your business- not good if you're trying to convince
your customers to choose your services, or show your staff that
your company is a good place to work.

2. Pay attention to tone of voice

Studies have shown that the tone of your voice is really
important when it comes to successful communication. Without seeing
someone's face, it can be very difficult to communicate a message
effectively. Pay attention to how your voice sounds and whether
this is helping your to achieve what you want from the
conversation.  As strange as it sounds, smiling when you're
speaking can often make your tone of voice sound friendlier.

3. Use an appropriate greeting

First impressions are everything, especially when it comes to
phone calls where the person you're talking to can only relate to
your voice and words and not your body language. This means that
you should choose an appropriate greeting that gives the person
you're talking to the best possible impression of you and your
company. Be consistent, informative and friendly.

4. Listen!

Listening is a harder skill than you might think, but it's
absolutely essential when it comes to communicating over the phone.
If the person you're talking to is angry, let them vent at you and
try to understand their point of view. Making a mental or physical
note of all of the key points that the caller is trying to make to
you understand can ensure that you're listening to their concerns
properly.

5. Resist the urge to put people on hold

The majority of people will probably not enjoy being put on
hold, listening to a looped track of tinny music. Only ever use the
hold function if it's absolutely necessary.

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