Telephone communication standard. Telephone Service Standards

The telephone has long become an integral part of people's lives. Every person receives and makes calls every day. There are personal conversations that take place between relatives and friends. There are business negotiations that relate to the work sphere. Regardless of the topic and rank of the interlocutor, during the conversation you must follow the rules of telephone etiquette.

Why are there rules of telephone etiquette?

The rules of etiquette when communicating on the phone have been formed over the years. They are based on test results, psychological research data, and analysis of telephone conversations. With the advent of mobile devices and their widespread use, etiquette has been supplemented with new points. According to statistics, about 70% of business communication takes place over the phone, so knowing the rules of telephone etiquette is one of the components of a successful business. Compliance with etiquette, polite and correct communication, and neutral intonation will help you cope with a dissatisfied client, an irritated partner, and maintain control over the conversation in the most critical situation.

Greetings

After connecting two subscribers, the first thing people do is say hello. In personal communication, they are content with an informal form, but in business etiquette, generally accepted phrases are used. Using “Hello” as a greeting is not recommended because it is a difficult word to pronounce and does not convey a positive message. Depending on the time of day they say: “Good morning”, “Good afternoon”, “Good evening”. From a psychological point of view, a friendly and competent greeting allows a person to feel comfortable and sets him up for a positive wave.

Mobile bans

Cell phone etiquette is much more extensive than the rules for landline phones. This is due to the fact that mobile devices accompany a person everywhere: in transport, cafes, restaurants, theaters, churches, hospitals and other public places. Part of the rules of mobile etiquette concerns the functions of a cell phone: using silent mode and speakerphone, taking photos and videos, choosing a ringtone, etc. At their core, mobile prohibitions are basic rules of politeness that require a respectful attitude towards the people around you.

Public place

In a public place, when you are surrounded by many strangers, it is better to avoid talking on your mobile phone altogether. If you receive a call while you are on public transport, accept the call and say you will call back later. You must answer so as not to annoy your fellow travelers with the ringing tone. If you are in a room surrounded by people, after receiving a call, you should immediately leave the room and talk outside of it. When it is not possible to go out, telephone etiquette recommends seclusion and speaking in a low voice so as not to disturb others. If the call caught you at that moment, you cannot talk for a year, answer it and tell the interlocutor that you will call him back later.

Silent mode and turning off the phone

A mobile phone is with a person 24 hours a day and provides him with many conveniences, but at the same time it should not disturb others. Cell phone etiquette requires lowering the ringer volume in public places and, where required, turning on silent mode or turning off the phone. So, observing mobile etiquette and basic rules of decency, in a theater, museum, library, cinema, or at a concert you need to activate the vibration signal or turn off the phone altogether.

While at a meeting or negotiations, you should turn on silent mode on your mobile phone. If you expect an important call during a meeting, warn those present about it in advance. When the call comes in, excuse yourself and go out into the hallway to talk. Mobile etiquette requires using silent button operation in public places so that sound signals do not irritate people nearby.

SMS

According to the rules of mobile etiquette, you can send SMS at any time. It is believed that the phone user must take care himself so that he is not disturbed by the sound of SMS - turn on silent mode or turn off the cell phone.

Someone else's phone

In relation to someone else's phone and the information contained in it, I agree with the rules of decency - you cannot read the text of SMS messages and view the call log. You cannot use someone else’s phone without the owner’s permission to make or receive calls. It is not allowed to give out someone else's cell phone number without asking permission from its owner.

Photo video from phone

You can take photographs and film videos with your phone in permitted places, but according to mobile etiquette, you cannot film people without their consent.

Restaurants, cafes

It is not polite to put your phone on the table in a restaurant or cafe - only cutlery should be there. According to the rules of telephone etiquette, you cannot talk on your cell phone while sitting at the table. If the call is urgent, you need to go into the hall to talk.

Automobile

While driving a car, you can only talk on a cell phone using a hands-free headset. Picking up a phone while driving is strictly prohibited - this can not only create an emergency situation, but also cause death.

Churches and temples

Following mobile etiquette and rules of conduct, you need to turn off your phone before entering the church. There is no question of talking on a cell phone. If you need to make an urgent call, go outside.

Ringtones

According to the rules of mobile etiquette, ringtones containing obscene language and offensive statements cannot be used for phone calls.

Don't do other things

Try not to talk on the phone where you are uncomfortable - it is best to accept the call and reschedule the conversation for another time. Follow the rules of etiquette and do not engage in extraneous activities while communicating on the phone. Extraneous sounds are clearly audible during a conversation and create a bad impression of the person.

Don't chew

Follow mobile etiquette - do not combine talking and eating. Such behavior is always perceived as a careless attitude towards the topic of conversation and disrespect for the interlocutor.

Do not place the handset on the table during a conversation

If during a conversation on the phone you need to interrupt it in order to resolve some issue, do not put the phone down on the table. Based on the basic rules of etiquette, you should end the conversation and, , agree on a repeat call, indicating its time. This will save your interlocutor from having to listen to extraneous conversations and protect your information from leakage. Since you interrupted the conversation, you should call back. If you need to be distracted for a short time - according to etiquette, no more than two minutes - you can use the “hold” function.

Don't switch to parallel calls

Although mobile phones provide many convenient features to their owners, telephone etiquette considers it rude to interrupt a conversation to switch to a second line. By doing this you will not only make your interlocutor wait, but also show disrespect towards him by showing preference for another person.

Do not turn on speakerphone without warning

According to the rules of telephone etiquette, you cannot turn on the speakerphone without warning the interlocutor about it. Ignoring this rule is a sign of bad manners and disrespectful attitude towards the interlocutor.

Telephone etiquette and its basic rules not related to conversation

Time spent talking on the phone often exceeds face-to-face communication. Whether you are having a business conversation or just chatting, practice proper etiquette.

There are generally accepted rules governing telephone communication:

If the call is interrupted, the person who initiated the call calls back.
You must answer the call after the third ring.
The number of beeps when calling should not be more than five.
If your call is not answered, you should call back no earlier than after 2 hours.
The person who was called hangs up first.

Talk time

There are time limits that determine from when and until what time you can call according to etiquette. Personal calls can be made from 9:00 to 20:00, while business calls must be made during business hours - from 9:00 to 18:00. When picking up your phone, don't forget about the time difference.

Preparing for the conversation

It is necessary to prepare in advance for important conversations on the phone, carefully thinking through the upcoming dialogue. You should make a plan for the conversation, prepare information that may be needed, and prepare a pen and notebook for notes. You need to be prepared for counter questions on the phone so as not to remain silent in confusion.

When you get through, ask if the person you are talking to can spare some time for you. If there is a long conversation ahead, check how much time he has available. If necessary, ask to reschedule the call. When having a conversation on the phone, you cannot remain silent for a long time. After all, unlike a normal conversation, you cannot nod and smile. Therefore, you need to react to the words of your interlocutor, assent, clarify something, showing your interest.

Can you imagine a modern business without telephone conversations?!

It's like riding a horse-drawn cart to your destination with fast cars whizzing by.

Thanks to the telephone, many types of communications are carried out in business: orders are given, conferences are held, purchases are made, deals are concluded, etc.

That is why so many publications in professional and business literature are devoted to the art of telephone conversations.
As promised, we continue the topic of successful telephone conversations with clients.

Today we will talk about the basic rules of telephone etiquette that determine the effectiveness of conversations with clients on the phone.

These are the little secrets of the great culture of telephone conversations.

“Sometimes during a telephone conversation, one word is enough to change the customer’s attitude towards your company for the worse.”.

During telephone conversations, the call manager needs to not only create, but also maintain a positive impression.

10 rules of etiquette for telephone conversations with clients

Watch your voice intonation— when talking with a client, your voice should be full of enthusiasm and energy. Better yet, smile. Your smile is “visible” over the phone.
Be as collected as possible— don’t “lounge” in a chair, don’t prop your head up with your hand, and don’t put your feet up on the table. In such positions, even the timbre of the voice changes. The interlocutor may feel that you are not interested in him.
Think about your greeting in advance- phrases in the style are not allowed “Hello”, “Listen”, “Speak” etc. It is better to greet the client depending on the time of day: “Good morning”, “Good afternoon”, “Good evening”.
Select presentation method- this can be “greeting + company name” or “greeting + company name + your name and position.” From dry "Hello! How can I help you?" and so on. should be refused.
Pick up the phone after 2-3 rings— an instant response to a call can “tell” the client that the company is not so popular, since call managers have nothing to do. And tedious delay (after the 5th ring) leads to nervousness of the person calling you.
Adapt to the client's speaking speed- if the person calling speaks slowly, then you should answer his questions just as slowly. And vice versa - a fast-talking client will be annoyed by your slowness.
Be there for the client when you listen to them- let us periodically understand that you are listening carefully to the caller. To do this, you can sometimes insert phrases in the style “I understand”, “Absolutely correct” etc.
Focus on the conversation- remember, no one can do several things at the same time WITHOUT loss of quality (unless, of course, you are Gaius Julius Caesar).
Record important information received- follow the statement that “a short pencil is better than a long memory”.
Say goodbye to your interlocutor correctly— end the conversation on an emotionally positive note. And keep in mind that the one who called is the first to end the conversation (hang up the phone).

"Head of a construction organization", 2010, N 3

Telephone conversations are an important component of business communication. A significant part of contacts with partners, clients and colleagues is made over the phone. Every manager should understand that the fate of further cooperation or an important project can sometimes depend on one call. How to teach employees to conduct telephone conversations competently?

It is believed that entrepreneurs spend an average of 25% of their working time on telephone conversations. Employees of specialized departments - sales, purchasing, public relations and advertising - communicate significantly more by phone. However, not all of them know that there are certain rules for conducting telephone conversations. The following situation often arises: a company advertises the provision of any services, searching for clients, new employees. A person who responds to an advertisement hears something like: “Hello! No one is there, everyone has gone to lunch” or “We will call you.” As a result of such anti-advertising, the company discredits itself in the eyes of potential customers and loses expected income.

Note. It is important that employees do not just listen once and safely forget the rules for conducting telephone conversations, but place them on their desktop, preferably near the telephone, and accept them as a guide to action.

To avoid such situations, the manager must introduce certain standards for conducting telephone conversations in the organization and be sure to familiarize all employees without exception with them. The tasks of immediate superiors should be constant monitoring and adjustment of staff telephone conversations. The techniques discussed in this article have been tested in many organizations, and believe me, they work.

So, what should telephone standards contain?

The importance of first words

Any negotiation begins with a greeting. It is precisely this that contributes to the creation of the first impression, which, as we know, cannot be made twice. If you doubt this, try this risky experiment. They call your office, one of the employees picks up the phone and answers: “Ale... what do you want? I don’t understand anything...”. And then he pauses a little and begins to speak very politely. You will immediately see that this will not help him. The person on the other end of the line will not forget the first rudeness and will communicate extremely strained, if not hang up at all.

In order not to step on the same rake, the rules of business etiquette recommend creating a greeting script in relation to the specifics of the company or its departments. This formula could be like this: “Good afternoon. The office manager of the Stroyresurs company, Alina Petrova, is listening to you. How can I help you?”

In this greeting formula, it is important that the employee who answered the phone stated his organization, name and position and, finally, politely offered his assistance to the caller.

You don’t have to give names, limiting yourself to just identifying the company’s department. For example: "Design department. Good afternoon!" It is important that the person who dialed your number understands exactly where he called and who is talking to him.

In the case of outgoing calls, the greeting formula may be as follows: “Good afternoon! Irina Glebova, sales manager of the Stroyresurs company, is calling you. Can I talk to the director of your organization, Fedor Vasilyevich Devyatov?”

If your employee doesn’t know who he needs to contact, the following formula will do: “Good afternoon! My name is Svetlana Ivanova, purchasing manager at the Stroim Dom company. Can I talk to the employee who makes your supply decisions?” The following option would also be correct: “Good afternoon! My name is Svetlana Ivanova, purchasing manager of the company “Building a House”. Please tell me who in your organization makes supply decisions? Can I talk to him?”

Note. The list of prohibited use should include the verbal cliché: “Ivan Ivanovich is bothering you.” The word “bothers” immediately evokes an involuntary negative reaction in the interlocutor: they are bothering me, they want to distract me from important matters, and take away my time. It is better to replace the negative “bothers” with the neutral “calls”.

If your employee calls someone on a mobile phone, the greeting formula should be slightly different: “Good afternoon, Igor Petrovich! Irina Glebova, sales manager of the Stroyresurs company, is calling you. Is it convenient for you to talk now?” In this case, be sure to say the name of the interlocutor and ask if he can talk to you at the moment. If not, it's worth asking when is the best time to call him back.

All employees of the organization should know the greeting formulas by heart and try not to clutter them with verbal garbage like: “Listen...Who are you? Who do you want?”

After the greeting formula, write in large numbers in the rules for conducting telephone conversations and cross out the words that are strictly prohibited from being used: “sound O niche", "recall O him", "call O nit". This placement of stress indicates the speaker’s lack of education. The correct placement of stress in these words is: "ringing And sh", "chime And m", "call And T".

Preparing for negotiations

For telephone conversations, as for any type of negotiation, it is necessary to prepare. First, you should think about the first phrase after the greeting, that is, the subject of the call. For example: “Good afternoon! My name is Ivan Nikitin, sales manager of the company “Building a House”. I want to offer the first floor of our new facility for rent. Who can I talk to about this?” The topic of the upcoming conversation must be formulated immediately so that the call is forwarded to the right person and no one wastes time finding out the reason for the call and finding a competent employee.

It is also necessary to clearly understand the purpose of the call, possible ways of developing the conversation and its outcome. If an employee correctly prepares a list of questions, their sequence, as well as clarifying and additional questions, then the effectiveness of the conversation will be much higher. You should not count on improvisation; in excitement or haste, you can miss something important, which you will later regret.

In addition, the employee must have all documents that may be required during the conversation at hand. Otherwise, such undesirable situations may arise: “Uh-uh... Wait, I’ll look for this paper now...”. Three minutes later, the employee returns to the telephone receiver: “Is it possible to find anything in this shalman?! Again, everything was rearranged, as if on purpose. I’ll call you back.” After such a conversation, your opinion about the order in your organization will clearly be shaken.

Brevity is the soul of wit

If your employee spends hours on the phone, this does not mean that he is a master of telephone communication. Unfortunately, more often this only indicates that he does not know how to briefly discuss all issues and interferes with the work of those around him.

Note. There are standards for business telephone conversations, according to which the duration of a business telephone conversation should not exceed five minutes.

The main thing in a telephone conversation is brevity and content. First, you need to value your own and other people’s time. And secondly, psychologists have proven that after three to four minutes of telephone communication, the activity of perception noticeably decreases. If your employee is unable to figure everything out in a short time, it is better to arrange a personal meeting where you can discuss the controversial issues in detail.

How to build communication

Often, clear, competent questions from a telephone operator or special employee help to easily find out the reason for the call, relieve tension and quickly redirect the call, which always makes a very good impression. Therefore, the director should be particularly selective in choosing an employee who receives incoming calls, and not appoint the youngest and most inexperienced “specialist” to this position.

Sometimes in the process of communicating with clients there is a need to ensure that the information is accurately understood. In this case, the following phrases are suitable: “Did I understand correctly that...”, “Could you please clarify again how...”, “Please repeat the address”, etc. We recommend teaching company employees how to “extract” information from their interlocutors using questions. A question is the most important tool in the process of negotiations, including telephone ones. How competently your employees know how to ask questions will determine the completeness of the information they will be able to have.

Note. When your employees learn to ask questions over the phone correctly and accurately, they will realize how much faster they can now achieve results.

There are two types of questions: open and closed. If an employee just needs to clarify a fact, a closed question that requires a one-word answer: “yes” or “no” is suitable. If you need to get more detailed information, you should ask an open-ended question. For example, a person calls an organization and nervously tries to find out something. In this case, the employee should first ask a leading closed question: “Do I understand correctly that you signed an agreement with our organization?” After answering “yes,” it is appropriate to ask the following, already open, question: “Do you have any questions regarding the agreement?”

Breaking the Deadlock

It also happens that a person calls a company who is already annoyed with the work of its employee. In this case, the specialist will have a difficult conversation. It is appropriate to familiarize employees with the rules for conducting such conversations and then correct their mistakes.

For example, in response to a caller’s complaint, your specialist replies: “I don’t know anything, it’s not my job” or something similar. This acts on the interlocutor like a red rag on a bull. It is not difficult to guess that further mutual accusations will begin. As a result, your company's reputation will suffer.

It is much more effective to give the caller the opportunity to speak out, listen to him and express sympathy: “Yes... I understand you... Of course...”. If, during the interlocutor’s temperamental monologue, your employee is able to demonstrate concern and interest, there is a chance to extinguish the conflict at the initial stage. If a positive result cannot be achieved and the interlocutor behaves aggressively, you need to give him another opportunity to “cool down”, for example, in this way: “I am ready to consider all your complaints if you, for your part, are ready to change your communication style.” . Professional and life experience will help you make a final decision, but even in such difficult circumstances, professional ethics and the honor of the organization remain the main criterion.

As we speak

In a telephone conversation, it is important not only What they say, but also How that's what they say. Listen to that How what your employees say, what is their voice, intonation, tempo and timbre of speech. How often do they use professional, dialect, and perhaps even colloquial expressions that are not understandable to everyone?

The same phrase can be changed beyond recognition. For example, you introduced a standard according to which the employee receiving calls must, when saying goodbye to the interlocutor, say: “Thank you for the call.” But pay attention to how your employees say this phrase. One puts all his goodwill into her, another mutters something under his breath, and the third completely changes her beyond recognition: “Well, thank you for calling.” Needless to say, the latter options at least lead the interlocutors to bewilderment.

Each of us, during a telephone conversation, involuntarily creates an image of the interlocutor in our imagination, sometimes very far from reality. The magic of the voice is not a myth at all! The voice is an instrument that you need to learn to use correctly.

Note. Since the interlocutors do not see each other, the entire emotional load falls on the voice, and it is thanks to it that the impression of the telephone interlocutor is formed.

It is also important to monitor the pace of speech. You should know that speaking quickly is tiring, and speaking too slowly is annoying. Ideally, it is better to adapt to the pace of speech of the interlocutor. If the other person speaks quickly, and your employee speaks very slowly, then he will be considered slow-witted. If, on the contrary, the interlocutor is unlikely to be able to understand what your specialist is trying to explain to him so quickly. The pace of the conversation should be mutually comfortable, and the speech should be melodic, logically structured, and intelligible.

Pay attention to the facial expressions of your employees on the phone. One frowns in annoyance, another has a bored, distant look, and the third smiles pleasantly. Which one of them do you think will be more successful in telephone conversations? You can even “hear” a smile on the phone! However, experts in the technology and culture of telephone conversations recommend not just smiling, but “smiling with your eyes.” Then the voice takes on a benevolent, soft tone. As a means of emotional influence, “smiling with the eyes” in telephone communication is much more effective than a regular smile.

Finally, special attention should be paid to the correct speech of your employees. In telephone conversations with clients, it is unacceptable to use an abundance of professional words that may be incomprehensible to the interlocutors. But even understandable words (for example, “kopeck piece”, “three ruble”) hurt the ears. It’s better to say correctly: “two-room and three-room apartments.” Colloquial and slang expressions such as “Well, have you thought of it? Will you bring money (loot, bucks, bucks, etc.) in cash?” If a manager hears such expressions, it is better to correct the employee immediately after the end of the telephone conversation and warn him for the future. Otherwise, an illiterate employee will continue to scare away potential clients with his slang.

Ending a conversation

According to etiquette, under equal conditions, the one who called is the first to end the conversation. However, if this is a conversation with the boss, then the initiative to end the conversation in any case comes from him. A woman has the same privilege. True, this rule does not apply in an official setting.

Technically, ending a conversation over the phone is much more difficult than in person. Ideally, the conversation should be completed according to the results or according to the script, but in life this does not always work out that way. If the conversation drags on, then you should use the following phrases: “We can assume that we have discussed all the issues with you,” “I think we can draw some conclusions,” etc. As a last resort, you can turn to the saving phrase: “I have an appointment (meeting, report, etc.) for... o’clock. I regret that I have to end the conversation.” It is necessary to end the conversation in such a way that the interlocutor leaves a good impression.

So, the first step of the head of an organization is to introduce his employees to the basic rules of telephone conversations. Personnel management specialists can help the director with this. The second step is to develop telephone standards for the company. The third step is the implementation of these standards, familiarizing all employees without exception with them. And finally, the last step is constant monitoring of employee negotiations and their adjustment. You only need to take four simple steps, after which there will be fewer conflicts and more profit.

To prove this, let us give a typical example. The director of a capital construction company decided to organize telephone negotiation training for his employees. The next day after the training, one of the old clients, after another call to the company, asked in surprise: “Have all your staff changed?” They spoke to him so competently and politely that he simply did not recognize the permanent employees of this organization.

O.S. Brown

Nizhny Novgorod State

linguistic university

them. N.I.Dobrolyubova

Fortuna Company.

Negotiations should be brief. You cannot discuss a transaction or other matter on its merits. To do this, you must schedule a personal meeting.
Passing the phone many times during a conversation is bad manners.
Negotiations are conducted only with decision makers.
The promise to call back should be fulfilled immediately, as soon as the problem is resolved, or within 24 hours.
If a specialist is absent from the workplace, it is possible to exchange information with the help of another employee or assistant manager. The content of the message via third parties or to an answering machine must be planned in advance, observing the rules of telephone communication. Ask the secretary to organize the transfer of data and ensure that it reaches the addressee in any case.
Recording on an answering machine begins with a greeting, indicating the date and time of the call.

Telephone service standards.

What is most important here is the sound of your voice, the ability to correctly express your thoughts and, of course, as an indispensable condition, respect for your interlocutor. Rule 6. CALL YOURSELF BY NAME. State your first and last name clearly. Then name the company you represent. (“My name is... Three Whales Company”).

Here are options that can be called extremely harmful and unsuccessful: “Guess who’s calling you,” “Don’t you really recognize me?” These questions create psychological discomfort in the other person. Put yourself in the customer's shoes and you will feel irritated.

Don't be surprised if the client resists your suggestions after such a greeting. An unsuccessful idea could include the phrase “You are concerned about...”. After this phrase, the person on the other end of the line begins to worry.

Try not to think about the lame monkey.

All call centers: prices, services, reviews, addresses

How many times has this happened to me: you call an organization and ask the person who answers the phone a question, for example: “Tell me, are you working on Saturday?” The answer is “Yes” or “No”, and the conversation ends. One day I finally called back and asked: “Why are you hanging up, I still have a question for you?” The answer was simply brilliant: “We need to speak faster!”
In a situation similar to the one described above, before saying goodbye to the caller, ask: “Can I answer any more questions?”, and only after receiving a negative answer, end the conversation. Before hanging up, say goodbye to the person, tell him everything just a simple: “Goodbye.” 11. Adapt to the speed of your interlocutor’s speech. If a person speaks slowly, this indicates that his thinking process proceeds at the same speed.

Rules for communicating by phone. example of a business conversation on the phone

Attention

Talking on the phone lies halfway between art and life. This communication is not with a person, but with the image that develops in you when you listen to him” (André Maurois). Introduction Knowledge of the basics of business etiquette and the ability to establish contacts are an integral part of the professional experience of employees.

Important

According to statistics, the telephone is actively used to resolve more than 50% of business issues. Indirect negotiations differ in many ways from direct business communication. Failure to comply with the basics of telephone etiquette leaves an imprint on the image and reputation of any organization.

What are the basic rules for communicating on the phone? 5 stages of preparation for telephone conversations The outcome of telephone negotiations largely depends on planning. Productive calls cannot be spontaneous. Preparation and planning of negotiations can be divided into 5 stages.

Telephone etiquette rules for a call center

The key to starting a conversation is to build trust and then conduct the conversation in a way that aligns with the purpose for which you are calling. To do this, follow the following rules for communicating on the phone. Rule 1. PLAN YOUR NEGOTIATIONS Before starting a conversation, think carefully about:

convenient time to call and its duration;
clearly define the purpose of your call;
make a conversation plan.

Consider your answers to the following questions:

What are you going to tell about yourself and the company you work for?
What questions are you going to ask your interlocutor to find out his needs and create the necessary motivation for a further meeting?
What objections might there be, and your possible responses?
How are you going to end the conversation and arrange a meeting?

Rule 2.

Rules for communicating with clients by phone

I understand how busy you are, thank you for the time allocated for our meeting.

You show that you value him and his time, but you don't make yourself look like a "guilty supplicant." 14. Using a speakerphone (speakerphone). Do not use speakerphone unless absolutely necessary and without warning and consent of the interlocutor. With today's technology, the client will hear the difference between communicating with you through a handset and using a “speakerphone.”

Hearing that you are talking to him using a speakerphone, the client will almost immediately feel discomfort and become wary. In addition, he will draw two conclusions:

This person, while communicating with me, is doing something else that is more important to him.
Someone is listening to us.

Standards for operator-client communication during telephone conversations

I am calling regarding negotiations to clarify prices. D: Very nice. What exactly are you interested in? M: Has the cost of an exhibition square meter increased? D: Yes, I grew up. One square meter in the pavilion costs six thousand rubles from September 1, and three thousand in the open exhibition. M: I see. Thank you for the information. D: Please. If you have any questions, please call. M: Thank you. I will contact you if necessary. All the best. D: Goodbye. Conclusion The ability to apply the rules of telephone communication with clients becomes an integral part of the image of any organization. Consumers prefer companies that are pleasant to do business with. Effective business communication is the key to successful transactions, and therefore the financial well-being of the enterprise.

05.01.2015

Home page » telephone etiquette

This is what it sounds like: “Good afternoon, publishing house “Fortochka!”

“Maximum” approach: “minimum” + the name of the person who answered the phone. This is what it sounds like: “Good afternoon, Fortochka publishing house, Marina is listening!”

I remember I once called one company, and they answered: “Hello.” I ask: “Tell me, is this company ABC?”, and the answer is: “Who are you?” I say: “Maybe I’m your potential client,” to which they assured me: “Our clients know us!”...

and hung up. 4. Answer incoming calls after the 2nd, maximum after the 3rd ring. This is one of the laws that telephone operators, company secretaries, hotline workers and other “telephone” personnel are literally “trained” to implement. And that's why.

Standards for interacting with customers over the phone

Can you wait? "Am I distracting you?" or “Can I distract you?” Phrases cause negativity and complicate communication. These questions put the caller in an awkward position. Preferred option: “Do you have a minute?” or “Can you talk now?” Questions “Who am I talking to now?”, “What do you need?” Phrases are unacceptable because they turn negotiations into interrogation and violate the rules of telephone communication.

The question “Why...” The interlocutor may think that you don’t trust him. 7 secrets of successful calls

The rules for talking on the phone with clients suggest that effective negotiations are completed in 3-4 minutes.
Posture and intonation are just as important as the information conveyed during a conversation.
How does the interlocutor speak? Fast or slow.

Sales Articles

The phrases that end the conversation are words of gratitude for the call and wishes of good luck. To improve the efficiency of a mobile phone conversation, general recommendations should be followed:

prepare the necessary correspondence in advance;
have a positive attitude towards the conversation;
express thoughts clearly while remaining calm;
record significant words;
avoid monotony by changing the pace of conversation;
pause at appropriate points in the conversation;
reproduce information to be memorized;
do not use harsh language;
When receiving a refusal, you should remain friendly and show respect for your interlocutor.

Examples of dialogue The following examples of telephone conversations will help you understand the essence of business communication.

Business communication by phone

Firstly, “sign language” seems to disappear, since the interlocutor does not see us, and the remaining two channels (intonation and words) of information transmission divide 100% of the meaning of our message as follows:

Intonation - 86%;
Words - 14%.

Your voice conveys information to your interlocutor about what kind of person you are. With your voice you not only influence perception, but often also create the mood of your interlocutor. When communicating on the phone, smile, be full of energy and enthusiasm.

A smile and a positive attitude are heard in the intonation. Don't slump in your chair or put your feet on the table while talking on the phone. When a person lies or half-sits, the angle of the diaphragm changes and the timbre of his voice changes.
Therefore, the interlocutor, even without seeing you, will “hear” that you are lying down. And this is unacceptable, because the voice of a person in this position seems disinterested and complete indifference. 2.

Telephone communication is a conversation between two blind people who build an image of the interlocutor in their heads based on their voice. Who is calling? Who is he calling? Is it possible for your interlocutor to talk? What if you pulled a person out from under the shower? What do you think the director's reaction will be to such a call?

The main thing at the beginning of a conversation is to create trust, and then conduct the conversation in accordance with the purpose for which you are calling. To do this, follow the following rules for communicating on the phone.

Rule 1. PLAN FOR NEGOTIATIONS

Before starting a conversation, think carefully about:

convenient time to call and its duration;

clearly define the purpose of your call;

make a conversation plan.

Consider your answers to the following questions:

What are you going to tell about yourself and the company you work for?

What questions are you going to ask your interlocutor to find out his needs and create the necessary motivation for a further meeting?

What objections might there be, and your possible responses?

How are you going to end the conversation and arrange a meeting?

Rule 2. Pick up the phone on the 3rd signal (if they call you).

Telephone business etiquette normalizes communication with the client. By observing business etiquette, the client judges the company’s corporate culture. Pick up the phone for the 3rd call: on the first call, put things aside, on the second, tune in, on the third, smile and pick up the phone. If you don't pick up the phone for too long, this indicates a low corporate culture of the company.

Don't make a fuss. Many people immediately pick up the phone. Any person needs at least a few seconds to concentrate and tune in to a conversation.

Rule 3. WHEN TALKING ON THE PHONE, BE SURE TO SMILE.

Remember, when you smile, your voice becomes more pleasant. So, smile more often. Some phone pros place a mirror in front of them so they can see their facial expressions while they talk. All this allows you to control the presence of a smile on your face.

Rule 4. GREET YOUR CROSS PERSON.

Greet your interlocutor as kindly and energetically as possible. Come up with several ways to say hello. Let you have different options for people of different genders and ages. It is better to start a conversation with a client with the words “Good afternoon (morning, evening).” They are more lively and inviting than just “hello.” Remember that at the other end of the line someone also wants to be respected, understood and, perhaps, at this moment helped him...

Based on the content of the first words and the sound of your voice, the client determines your professionalism and chooses the style of communication with you. Your voice is your clothes, hair color, temperament and facial expression. Remember that during a telephone conversation you will not be able to accompany your words with facial expressions and gestures. What is most important here is the sound of your voice, the ability to correctly express your thoughts and, of course, as an indispensable condition, respect for your interlocutor.

Rule 6. CALL YOURSELF BY NAME.

State your first and last name clearly. Then name the company you represent. (“My name is... Three Whales Company”). Here are options that can be called extremely harmful and unsuccessful: “Guess who’s calling you,” “Don’t you really recognize me?” These questions create psychological discomfort in the other person. Put yourself in the customer's shoes and you will feel irritated. Don't be surprised if the client resists your suggestions after such a greeting. An unsuccessful idea could include the phrase “You are concerned about...”. After this phrase, the person on the other end of the line begins to worry. Try not to think about the lame monkey. Is it possible? The “not” particle is erased, and the second part of the phrase is perceived. You also become the culprit of this “worry”.

Rule 7. FIND OUT THE NAME OF YOUR INTERLOCUTOR.

To do this, use the phrase “My name is... Excuse me, and how can I contact you? But don’t rush to find out the client’s name. It is better to do this after the buyer adapts to the situation. In future communications, periodically call the client by name. To pronounce a name means to show respect to a person. It should not be pronounced quickly, but rather with feeling and at the same pace as the conversation. If the client has an unusual or interesting name, comment on it in a positive way (Tell the person they have an interesting name, most people will like it).

The following options can be called unsuccessful: “Who am I talking to?”, “Who is this?”, “Who is at the machine?” And don’t try to guess: “Is this Ira? No? Tatyana Lvovna? No? And who then?” Or even worse: “Where did I end up?” To which there is a standard answer, said in an irritated voice: “Where are you calling?”

You can come up with many different options, like “Can I talk to Alexander Sergeevich?”
If you have forgotten the name of someone you last spoke to, it is better to ask, “Could you remind me of your name?”

Rule 8. FIND OUT: IF THEY CAN TALK TO YOU.

It is very important! It is possible that at this very moment your client is busy with a responsible and important task for him. Or your conversation is inappropriate at the moment for some other reason. Use the phrase “Is it convenient for you (or better yet, call your interlocutor by name) to talk now?” Remember, if you break this rule, you may lose your client forever. Your deal didn't go through. Call the right customers at the right time with the right offers. Business calls are best made at the beginning or end of the working day.

Speak the first phrases slowly, calmly and clearly, do not pour a waterfall of information on your interlocutor - give him time to tune in to the conversation. Emphasize especially significant words with your voice, change the intonation. Use short messages: i.e. one sentence - one thought. If possible, your voice should be deep and “velvety”, but be careful and do not overdo it. You can also adjust to the volume, rhythm, and tempo of the client’s speech. The interlocutor will be pleased with this correspondence. The sound of your voice is determined by your posture, facial expression, and posture. Tune in to the conversation—literally and figuratively. Speech is not just the movement of lips and tongue. The organs involved are the lungs, diaphragm, larynx, vocal cords, mouth, tongue and lips. Of course, a cigarette in the mouth, chewing gum, a lollipop, coffee during a conversation, noise in the room, music - destroy the rapport of telephone conversations.

Rule 10. FOLLOW THE PLAN.

You have a purpose for the conversation and a prepared plan. Don't try to solve all your problems over the phone at once. Especially avoid talking about the price of your products; money issues are best resolved during a meeting. Prepare the necessary materials, pen, blank sheet of paper. Speak specifically and about the main thing. Listen carefully to your interlocutor. Ask the client questions, directing the conversation in the direction you want. Remember, your main goal is to arrange a meeting when you can discuss the details and sign the contract. To do this, you must create good motivation for the client.

Rule 11. USE ACTIVE LISTENING TECHNIQUES

They demonstrate your interest and involvement. “So...”, “I see...”, etc. Control the conversation time. Don't let the client get sidetracked. Answer most questions with questions and lead the other person to the meeting.

Rule 12. ARRANGE A MEETING.

When arranging a meeting, make sure that your interlocutor understands you correctly and writes down the day and hour of the meeting. Ask your interlocutor if it is convenient for you to call him back the day before to make sure that the meeting will take place? All of these activities are useful so that your client can plan his time and adequately prepare for the meeting. When inviting your interlocutor to your office, give the exact address and tell in detail how to get to you. Use the standard phrase: “Do you have a pencil at hand, please write down how it will be more convenient for you to get to us”

Rule 13. THANK YOUR CALLER FOR CALLING.