Proper business phone etiquette can make a positive impression on you and your customers. Connecting a phone is more than knowing which button to press on the phone system. The business calling etiquette you and your employees use every day is a direct reflection of your company.
It can give you a professional or lackluster impression. Make sure everyone in your company knows how to forward calls professionally, whether they’re the chief financial officer or a temporary worker answering calls.
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Explain why you made the call
People can forgive many things, but rudeness at work is not one of them. Respectfully explain to the caller why the call needs to be diverted. The caller may have reached the wrong department or the wrong extension for the correct department.
Another reason for switching calls could be that only other departments can answer questions or that the caller does not have sufficient authority to make the desired decision. In any case, tell us exactly why the call needs to be diverted so that the caller doesn’t think he’s forwarding his or her call.
Provide information first to the caller
Always provide your name and extension to the caller in case the connection is lost. It tells you that you are personally concerned about their situation. It also prevents a situation where the caller is disconnected and has to start over from scratch, and explains the situation to another company representative.
You will also need to tell the caller the name of the person or department you want to forward to and provide an extension number as well. No matter what business you do, everyone is in the business of great customer service.
Ask for permission to before initiating the transfer
After establishing a relationship with the sender, ask the sender permission to start sending. This request also gives the caller the opportunity to ask other questions or express other concerns. Also, callers can say they will call back when they have more time.
Sometimes the sender does not want to be sent. If so, find out why. Next, explain that the transfer will help you as soon as possible. Also, give the next rep all the information about the call so far and explain that you don’t have to explain the situation again.
Waiting for reply
Don’t blindly switch calls as soon as another phone rings. Wait for the other party to answer and explain why the call is diverted. This step gives the next employee a chance to prepare the call and does not require the caller to explain the situation or problem again.
The introduction is very Important
Go back to the caller and tell them your name and/or their department. Appreciate the caller’s patience and ask if they can do anything else before hanging up. It would be helpful if the sender could use the first or last name of the person being sent. It strengthens the personal connections you have established and gives the caller a feeling of being well cared for.
Transfer completed, What to do next?
Connect the caller with another person or department to complete the transfer. End the connection by hanging up or unplugging the headset. Especially in large enterprises, the phone system can be complex and you need to completely disconnect from the call. If you’re new to work, you’ll pay for a few experiments with your co-workers before you actually transfer the phone.
How to hang up properly
There are several reasons for hanging up after talking to a caller. However, whatever the reason you have, whether legal or not, you need to solve it in a professional way. The most common reason to hang up is that you’ve met someone with a lot of calls that spends too much time and keeps you from engaging in business.
Another less common reason is that the caller is using abusive, threatening, or vulgar language. Unfortunately, people with anger management problems feel that they can be hostile to strangers, especially those in service industries or service positions. Please refer to your company’s policies and procedures on how to handle this type of situation to avoid legal implications. And it’s always better to put the caller on hold while seeking advice than to say something you’ll regret later.
The Importance of Telephone Etiquette
A phone is often the first contact a customer or customer contacts with your business. You want the experience to be the best. Primarily you don’t want your customers to hang up and call your competitor, so it’s worth investing time in training your staff in proper phone etiquette.
