Do you have regular telephone contact with customers during your work? Then you know better than anyone that you talk to your customers in a different way than you do to friends or family. But what are the rules and courtesies during such a conversation and how do you come across as professional? With these 9 rules of telephone etiquette, you will be ready for a professional conversation in no time!

The 9 rules for a professional telephone conversation

1. Accessibility

In the first telephone etiquette, accessibility is important. Because no one likes waiting a long time until you finally have someone on the phone. This is also one of the biggest annoyances! To avoid irritation, try to answer the phone within three rings. It may of course be the case that it takes a little longer. Then thank your customer for waiting. Also, try not to make conversations longer than necessary. Keep it businesslike and short.

2. Record

Phone etiquette number two: taking a call. Have you noticed that when someone picks up the phone, you often don't understand the first few words? Does the person say their name first? Then you probably miss it. Therefore, always try to say your name last when you start a conversation. For example: 'Good morning, you are speaking with….'. Remember, what you hear last is what you remember best!

It is also important for an outgoing conversation that you say the most important last. In this case, it is your company name. If you do it this way, the person on the other end will know that you are calling on behalf of an organization and not as an individual.

3. Listen

Then when someone talks to you. Phone etiquette three: listen. You may be in a room where several people are on the phone. Always try to focus on the conversation on the phone rather than what's going on around you. You often get a lot of information. Therefore, try to write down as much relevant information as possible. Think of names, numbers, or times. Does the customer speak for a long time? Then give listening signals so that the customer knows that you are still on the VoIP phone. Are you not always sure of what is being said? Then ask control questions.

4. Speak

Are you aware of how you sound on the phone? If not, this phone etiquette is very helpful. Listen to a recording of yourself. How is your articulation? Aren't you talking too fast? Are you not speaking too softly? A person with a pleasant voice articulates well, does not speak too loudly but certainly not too softly, does not speak too fast but also not too slowly, and has a fine pitch.

What is also very important is timing. Consciously let silence fall. In this way, you give the customer the space to respond. Do you call a customer and do you have bad or annoying news? Then keep your mouth shut so that you give the customer the space to process the news and respond to it.

5. Transfer

Sometimes you need to transfer a call to someone else. When you have a conversation on the phone, you don't see what someone else is doing. So you have to let your customer know what you are going to do. Indicate that you are going to transfer him/her and to whom or to which department you will do this. Ask for a moment and thank the customer. Always warmly connect with your customer so that you can already give your colleague some information. Give the name and if you know what it is about, tell it too.

6. Put on hold

It can sometimes happen that you have to look up something for a customer. If you know it will take a little longer, put your customer on hold. You also indicate that you are going to put the customer on hold. Also, ask the customer if he/she has a moment. It may of course be the case that your customer does not have time at all. Is the search taking a little longer than expected? Then take the call back from hold and ask if he/she would like to wait a little longer. When you return the call, say the customer's name and thank them for waiting. Can't help the customer further? Ask the customer if you can make a callback note or ask the customer if he/she prefers to call back himself.

7. Information

During a conversation, you get a lot of information. Try to get a picture of why the customer is calling. Therefore, ask open questions and try to ask as much as possible. You may have to do something for the customer or that the customer will be contacted later. Then try to indicate a time frame so that the customer knows where he/she stands.

8. Handling complaints

Of course, it can sometimes happen that you have to speak to an angry customer. This is of course not fun to do, but some things can make the conversation easier. Always remain calm and businesslike. Try to be polite and summarize the complaint. Show understanding towards the customer and show willingness. Was the complaint caused by a colleague or another organization? Then don't drop this one!

9. The Last Phone Etiquette: Ending a Call

Ending a call. Do you notice that the conversation can be ended? Summarize (repeat and summarize) and name which action you are going to perform. Ask the customer if there is anything else you can do for him/her. Is everything clear? Thank the customer for calling, have a nice day, and say his/her name.