Content

• To step
• Part 1 of 3: Answering the phone
• Part 2 of 3: Transfer the call
• Part 3 of 3: Dealing with difficult phone calls
• Tips
• Warnings

Emails, live chat, online inquiries and social media are all important, but the phone is still the preferred choice for business. How many times have you talked to someone on the phone who you thought was unprofessional? Don't let others think the same about you. Here's everything you need to know about how to make a phone call professionally.

To step

Part 1 of 3: Answering the phone

1. Have a pen and paper ready. Keep track of your phone calls by writing down the person's name, the time they called, and the reason. It is best to write the information down in a notebook. This keeps the phone calls neatly organized in one place, and you can give a copy to whoever the call was intended for, if it wasn't for you.
2. Answer the phone as soon as possible. Nobody likes to wait. Answering the phone quickly shows the caller, who is most likely a customer, that you have an efficient business. It also lets the caller know that his or her call is important.
3. Identify yourself and your company. For example, say: “Thank you for calling IJzerhandel de Zwaard. You speak to Bram. ” Ask who is calling and where they are calling from if they don't provide that information, especially if your company has a strict policy against unwanted calls.
4. Ask the right questions. Collect as much information as possible. This helps to identify unwanted phone calls. However, it can come across as accusatory when you're questioning other people, especially when you're asking a series of questions. You don't want to appear pushy, so keep yourself calm and use a calm and moderate tone.
   • Caller: "Can I speak to Tim?"
   • Respondent: "May I ask who is calling?"
   • Caller: "Tom."
   • Respondent: "Where are you calling from?"
   • Caller: "England."
   • Respondent: "What is the name of your company?"
   • Caller: "It's private."
   • Respondent: "Is Tim expecting your call?"
   • Caller: "No."
   • Respondent: "Fine, I am trying to forward you"
5. Assume that someone from your organization is listening to the conversation. Companies that monitor incoming calls usually let you know in a pre-recorded message. Even if they don't, speak more professionally when you think they do. If they do, you have the opportunity to hear what you sound like on the phone, and improve yourself if necessary.

Part 2 of 3: Transfer the call

1. Before putting someone on hold, ask and wait for their answer. A big problem with many companies is that they leave callers on hold for too long. Except for Zen masters, most people don't like to wait long. People also always think they wait twice as long as they actually do. Getting them off hold as soon as possible minimizes the risk of an annoyed caller when you pick up the line again!
2. Make sure the person for whom the call is to answer the call. When the caller asks for a particular person, tell them you are "trying to transfer" before putting them on hold. Then check that the recipient is a) available and b) ready to speak to the person. If not, make sure to take a detailed message.
3. Use correct grammar. Always use “John and I” as the subject and “John and me” as the leading object (for example, “John and I went to the store” not “He was talking to John and I”).
4. Pay attention to your voice. The caller hears your intentions from your voice and your tone. Whether by telephone or in person; this says more than the words that come out of your mouth. The key to success in a professional phone call is to laugh from the inside out!
   • This point caught on with the senior management of a call center, who hung tiny mirrors in the workplace of every call center employee that read, "What you see is what they hear!"
5. Use the caller's name whenever possible. It adds something personal and shows that you are listening. Sorry John, but Mark is not available at the moment. Can I help you with something or accept a message? ”
6. First identify yourself when you call someone. For example, say: “My name is Marije Hunter and I am looking for Lora de Vries”. Don't be wordy, though. In other words, be direct without expanding on unnecessary details.
7. End the conversation professionally. Sincerely say, “Thanks for calling. I wish you a good day! ”

Part 3 of 3: Dealing with difficult phone calls

1. Practice active listening skills. Do not argue or cut off the customer. Even when the person is mistaken or you know what he or she is going to say. Let the person say what he or she wants to say. Good listening instills confidence and helps to calm an angry caller.
2. Use a low voice and speak in an even tone. If the customer starts to speak louder, speak more slowly and in a calm voice yourself. Calm behavior (versus irritated or excited) is a good way to calm a shocked person. Not being swayed by a customer's volume or tone can help an angry person get a grip on themselves.
3. Build trust through empathy. Put yourself in the customer's shoes. Let the caller know that you understand their frustration and grievance. This alone is a tremendous help in calming a person. This is called "verbal nod," and it helps to make a caller feel understood.
4. Avoid getting angry or upset. If the client is verbally aggressive or scolds, take a deep breath and carry on as if you didn't hear it. Responding in the same way doesn't solve anything and it can make the situation get out of hand. Instead, remind the client that you want to help and that you are his or her best shot at resolving the issue - often this statement calms the situation.
5. Avoid taking things personally. Stick to the issue and don't get personal even if the customer does. Remember, the customer doesn't know you, and he or she is just frustrating you as a sales representative. Calmly bring the conversation back to the issue and how you are trying to resolve it, ignoring personal comments.
6. Do not forget that you are talking to a human. We all have our bad days. Maybe the person had a fight with his or her husband, was fined, or just had a few bad luck. We've all been there to some extent. Try to make their day better by staying calm and unperturbed - that makes you feel good too!

Tips

• Do not put gum in your mouth, or eat or drink while on the phone.
• Avoid using "ah", "eh" and other meaningless "filler words" or sounds.
• Do not use the mute button: it should only be used when additional assistance is needed from a supervisor or training coach.

Warnings

• Remember, not everyone knows how to be professional. Stay polite even when it's not mutual.
• After you deal with a problem, don't forget that the next caller is a new person. Release any emotions that may have surfaced from the previous caller.
• Customer service representatives should take a 5 or 10 minute break after a difficult phone call.