Introduction

Effective telephone communication skills are a crucial aspect of any workplace, particularly when dealing with customers. The ability to communicate professionally and clearly over the phone is essential to creating a positive experience for the customer and building a strong brand reputation for the company. In this article, we will discuss some of the key telephone communication skills that are required in the workplace and how you can improve your own skills in this area.

Let's start with a quick quiz to test your knowledge of telephone communication skills. Each question has three alternatives. Circle the answer that you think is most correct.

1. When speaking on the phone with a customer, you should:

a) Use informal language to make them feel more comfortable.

b) Speak loudly to ensure they can hear you.

c) Speak politely and professionally.

2. It is important to listen carefully to the customer when they are speaking because:

a) You can use the time they are speaking to catch up on other work.

b) You can formulate your response before they finish speaking.

c) You need to understand their needs and respond appropriately.

3. If you need to place a customer on hold, you should:

a) Leave them on hold for as long as necessary.

b) Offer them the option to be called back later.

c) Check back with them regularly to update them on the situation. 

4. When ending a phone call with a customer, you should:

a) Hang up as soon as the conversation is over.

b) Thank them for their time and offer any further assistance they may need.

c) Say nothing and wait for them to hang up first.

5. To ensure clear communication on the phone, you should:

a) Speak quickly to get through the conversation faster.

b) Speak slowly and clearly, enunciating your words.

c) Use slang and jargon to sound more knowledgeable. 

Choose the answer that seems most accurate for each question and circle it.

Great Tips

When it comes to telephone communication with customers, it is essential to maintain a high level of professionalism and courtesy. Here are some etiquettes to keep in mind:

Greet the customer: When you answer the phone, greet the customer with a warm and friendly tone. Use phrases such as "Good morning" or "Good afternoon" followed by your name and the name of the company you are representing.

Listen attentively: Listen carefully to the customer's query or concern. Avoid interrupting the customer or rushing them. If necessary, ask for clarification to ensure that you fully understand their needs.

Use polite language: Speak politely and use appropriate language. Avoid using slang, jargon, or offensive language. Use please, thank you, and excuse me when necessary.

Be patient and empathetic: Be patient and empathetic when dealing with customers. Acknowledge their concerns, and offer them reassurance and support.

Provide accurate information: Ensure that the information you provide to the customer is accurate and up-to-date. If you are unsure about something, inform the customer that you will need to check and get back to them.

Avoid distractions: Avoid multitasking or being distracted while speaking with a customer. Focus on the conversation and give the customer your undivided attention.

End the call politely: Before ending the call, summarise the key points discussed with the customer and confirm any follow-up actions that need to be taken. Thank the customer for calling and offer assistance in case they require further support.

Now, going back to the quiz, check against the answers provided below and assess for yourself how you scored. How did you fare on the telephone skills scale??

Correct Answers:

c) Speak politely and professionally.

c) You need to understand their needs and respond appropriately.

b) Offer them the option to be called back later.

b) Thank them for their time and offer any further assistance they may need.

b) Speak slowly and clearly, enunciating your words.

The bottom line when communicating with customers and other associates over the telephone is to treat them with respect and professionalism. By practising telephone etiquettes, you can build a positive relationship with your customers, which can lead to increased loyalty and satisfaction.

Next Steps

Check out our affordable Advanced Employability Course to help you be ready for your next workplace.