Many people chat on the phone. Business people talking. The percentage of telephone conversations per day is sometimes much greater than face to face. Practice telephone etiquette! This is a very important rule. You are a well-mannered person, aren't you? Exactly.

Pick up the phone. They're calling you!

When the phone rings, we automatically pick up the receiver and answer the usual “Hello!”

Is this enough to start a conversation?

Let's see what telephone etiquette says.

First of all, let's draw a dividing line between business and personal contacts.

The point that unites all conversations is politeness, restraint, and command of the voice.

Your interlocutor cannot see what you are doing on the other side of the phone. But the slightest intonation betrays irritation, hostility, grief and other emotions.

"Hello" in a businesslike manner

You get a call on your work phone. Don't pick up the phone after the first signal. This can give the person calling you the impression that you simply have nothing else to do but answer the phone. It's not just your reputation. The conversation will leave an impression of the authority of the entire organization. Answer by waiting for two or three rings to ring. But by no means more. The rules of telephone etiquette do not allow disrespect for a person in this way.

It is not recommended to immediately start a conversation with the company name. It is best to greet the caller with the neutral phrase “Good day!” This time of day is considered the main working time. In other cases, you can use the address “Hello!”

He considers adding a so-called voice “business card” to the greeting a mandatory condition for a business conversation. This may be the name of the organization or your personal data - position, first and last name.

Ideally, the greeting scheme will look like this: “Good afternoon! Company "Sun"! or “Good day! Sunshine Company. Manager Olga Sergeeva."

A correctly structured answer to the call will mark the beginning of a successful pleasant conversation. It will create a good impression of the organization, emphasize its status and give it credibility. It is always a pleasure to deal with well-mannered people. Therefore, the impression made can play a significant role in future cooperation.

Personal “Hello!”

If you think that you can start a conversation with an acquaintance or friend any way you want, then you are mistaken. It is better to start any incoming call to your personal phone with wishes for a dear day and your own introduction.

By doing this, you will protect yourself from wasting time on explanations if the caller dialed your number by mistake. When someone calls you on a personal matter during work hours, a slightly formal introduction will set the tone for the overall conversation, meaning that you will let the person know that small talk is not an option at the moment. And this is simply a manifestation of good manners and politeness, which is interpreted by the rules of telephone conversation.

When you call

It would seem that it couldn’t be easier, I dialed the number and laid out the essence of the conversation. But many have already learned from experience that as soon as you start a conversation, it will develop. Whether a business call will be the beginning of a successful collaboration depends on the first moments of the conversation. The same can be said about personal contacts. Whether you spend half an hour explaining who is calling and for what reason, or outline the essence in a couple of minutes, it will be clear from the initial call.

Business call

You dialed the company number and received a standard greeting response. You also need to introduce yourself. If you represent an organization, indicate its name and your position. Next, briefly outline the essence of the appeal. You should respect the working time of others and not waste your own on confusing explanations. If you're planning a long conversation, don't forget to ask if it's convenient for the person who answered the phone to talk. Perhaps the conversation should be rescheduled for a more convenient time.

The rules for conducting a telephone conversation say “no” to such greeting phrases as “Are you bothered by...”, “You see, what’s the matter...”, “It’s okay if I disturb you...”. In this case, your “hello” should be obeyed with dignity, without ingratiation. Then you can count on a productive conversation and respectful attitude towards yourself. After a personal introduction, you can say “Help me solve this question...”, “Please tell me...”, “I’m interested in...”, etc.

Personal call to a friend or relative

"Hello my friend. How are you?" - Of course, you can start a conversation with your loved ones like this. But it would be better to introduce yourself. Especially if you are calling for a specific purpose and not just to chat. Firstly, you may dial a friend’s number at the wrong time. A person is busy, at work or a business meeting, or dealing with personal problems. Secondly, imagine that your number was simply not identified, and your voice seemed unfamiliar due to poor quality of communication. To avoid putting yourself and your friend in an awkward position, identify yourself.

Let's continue the conversation

In any conversation you need to be attentive to your interlocutor. How to start a telephone conversation is a great skill, but its continuation is also of great importance.

Business continuation

You are the initiator of the call. This means you have a specific task that you want to solve during the conversation. Prepare a list of questions that interest you in advance so as not to get confused and not waste someone else’s working time. Listen carefully to your interlocutor. Try to take notes on your answers; this will help you avoid asking them again.

During a conversation, the connection was interrupted? Call back if you started a conversation. You must also end the conversation. Be sure to thank your interlocutor. A pleasant ending would, of course, be wishing you a good day.

If they call you, listen carefully to the request. Do not forget to maintain attention to the conversation with the phrases “Yes, of course...”, “I understand you...”, “We will try to help...”, etc. The interlocutor will feel confident and will be able to describe the problem. When a conversation threatens to drag on, take the initiative and help steer the conversation in the right direction.

Before finishing, check with your interlocutor whether he received all the answers. If you cannot help him due to other official duties, tell him the contact of an employee who is competent in a given topic.

Personal conversation by phone

In personal conversations the situation is simpler. But here, too, telephone etiquette provides some guidance. For example, a friend called you at an inconvenient time with a great desire to chat. For such cases, there is a standard telephone conversation: “Sorry, I’m at a meeting now...” or “I have a very important meeting, I’ll call you back later...”. You can add, “I understand that this is very important. I’ll call you back as soon as I’m free...” For your interlocutor, this will be an indication that you are not ignoring his problems. This means there will be no unnecessary insults. By the way, try to call back if you promised.

General rules for telephone conversations

Rules of etiquette for talking on the phone are not invented out of thin air. These are observations by psychologists, practical experience, analysis based on the results of many conversations. There are certain actions that etiquette encourages or denies. Let's collect some of them into a small reminder.

1. Avoid loud personal conversations in public places and at work. You put others in an awkward position, forcing them to listen to intimate details of your life that have nothing to do with them.
2. Do not put your phone on speaker unless you have warned your interlocutor about it. This situation can create adverse consequences. But first of all, it is a show of respect for the person on the other end of the line.
3. Be careful when choosing a ringtone. Less loud aggression, because there may be people with a weak nervous system nearby.
4. Turn off the sound on your phone while at meetings, gatherings, cultural institutions, as well as in places where such a requirement is prescribed by the rules of conduct.
5. Do not combine a telephone conversation and eating. This makes it difficult to understand and expresses disrespect for the interlocutor.
6. Be careful about the time you plan to make the call. Early morning, late night - these, as you understand, are not the best periods for talking even with the closest person. You can call at such times only for the most urgent matters. Don't forget this.

A little conclusion

Now you know telephone etiquette. Call on time. Be polite. Pleasant telephone conversations and good mood!

Course "Ethics and Etiquette"

"Etiquette Rules for Telephone Communication"

Performer group 4110b,

Introduction

“Do not talk often and in too much detail about your affairs and the troubles you have experienced: it is not as pleasant for others to hear about your misfortunes as for you to remember your own” - this statement by the Greek philosopher Epictetus can be used as an epigraph to the etiquette of communicating on the telephone.

Over the 130 years of telephone communication, certain rules of etiquette have developed, especially since the manner of your conversation on the phone, as in a personal meeting, carries important information about you and is part of your image. It is especially important to follow the rules of etiquette now, in our telephonized age, when, in addition to regular phones, almost every second person also has a mobile phone.

Basic rules of telephone etiquette

First of all (before you even dial the number), you should answer four questions for yourself:

Will your call be useful to the interlocutor?

Will you needlessly bother the person you are calling?

Is the matter you're calling about worth bothering someone about?

Will this call be useful for you personally?

In accordance with etiquette, time for telephone calls should be limited to working hours if the calls are business calls, and to waking hours if these are personal calls. Therefore, on weekdays it is not recommended to make phone calls before 8 a.m., and on weekends - before 10 a.m. Phone calls must end no later than 10 pm.

There are circumstances that adjust the timing of telephone conversations (your friend comes home late, there is a small child in the family, etc.). If the matter is urgent, making a late call is acceptable, however, if they don’t answer you on the fifth or sixth signal, hang up and don’t call again that day.

At the beginning of any telephone conversation, ask if you have been interrupted or distracted from important matters.

A business telephone conversation, first of all, should be brief. Remember: while you are having a leisurely conversation with a friend or girlfriend on your work phone, your interlocutor or you may not be able to get through on an important matter.

Avoid idle chatter on the phone. If you need an intimate conversation, it is better to meet with a friend face to face.

If someone dialed the wrong number and accidentally got to you, do not be rude, but politely answer: “You have the wrong number.”

Remember, the phone also serves to prevent you from visiting your friends without warning!

In the absence of a subscriber, the one who answered the phone should offer his help: - “Should I give him something? Could he call you back?" At the same time, you should not tell the reason why a person cannot answer the phone or tell where and what he is doing. It is quite enough to ask to call back and indicate the time of the return call. If a caller asks to leave a message, you need to write it down and never forget to pass it on!

If the conversation is interrupted, then the person on whose initiative the conversation took place should call back.

Remember that you are not obliged to provide your telephone to a stranger for urgent conversations, even of a very important nature.

You should not call from your neighbors' apartment for a minor reason. Perhaps they are delicate people and cannot refuse a request, but you yourself need to understand: the presence of a stranger at an inopportune time embarrasses the family, and personal problems should not be made public. It's better to look for a pay phone.

There is a special word “hello” to start a telephone conversation. The subscriber will be pleased to hear this word if it is pronounced with joy, as if you were waiting for his call. Before you pick up the phone, be sure to smile. Your voice will immediately become softer and more pleasant! You will feel how your mood and attitude towards the person who called has improved. Remember, a smile can be heard on the phone!

Some, picking up the phone, say: “Yes?” Please note that this word is too short, conducive to business communication. According to the researchers, the answer “I listen” sounds vain. The phrase "at the telephone" is an obsolete form. Where else could the person answering the phone be? The phrase “on the wire” remained as a joke, an expression of a playful mood.

The person calling can introduce himself after the greeting. For example: - “Hello. This rings (don't forget - the emphasis is on the second syllable!) Oleg Vyacheslavovich. Can I ask Viktor Yuryevich to speak to you?” If you are not sure whether you have reached the right number, ask: “Is this the Fedotovs’ apartment?”, “A bookstore?”

If you call and ask to call the person you need on the phone, then it is appropriate to accompany this request with polite words: - “Ask Rogov, please”, “Please call Natasha to the phone”, “I would like to talk to Tanya”, “Invite, if it’s not too much trouble, to Alexandra Semyonovna.”

If you get to the wrong subscriber, then try to find out what's wrong. However, to do this, it is not customary to ask for the number of those to whom you have ended up - they are not obliged to give such information. It is better to name the number you are calling to check if it is correct. For example: - “Excuse me, is this number 557-89-96?” If they answer you: “No,” it means that you entered the numbers incorrectly, or the connection did not work. If they answer: “Yes,” then you wrote down the number incorrectly, and you should no longer bother people by calling them.

The answering machine is a great invention, but in Russia it is not nearly as popular as in Europe and America. Many people get scared when they hear a recorded voice and silently hang up. Others are embarrassed and forget about the most important thing, namely: to say their last name, phone number, and the question for which they are calling.

Formulate your message simply and briefly, identify yourself and your phone number and ask to call back. You don't have to say hello! If you are not sure that the answering machine is checked daily, please indicate the date and time of your call. At the same time, it is also wise to indicate the time when you can be found at home.

An invitation recorded on an answering machine tape is considered impolite. It is also meaningless for those who invite: after all, it is unknown whether it is accepted and how many guests to expect. Therefore, it is better to call your friends and invite them personally.

When addressing telephone operators, information or emergency service workers, verbal curtsies such as: “Would you be so kind as to inform me...”, “Would you refuse me one small request...” Of course, without “please” and “Thank you” is not enough here either. But no words of greeting or farewell are required.

When a person needs emergency assistance, you need to quickly and clearly state the essence of the matter, without abusing the operator’s time.

Address a stranger on the phone using a first name, even if it seems that the answer was a child: the impression may be wrong.

Calling your interlocutor “woman”, “man”, “grandmother”, “grandfather” - you can’t see who exactly answered the phone, and the voice can be deceiving. Better impersonal appeal: - “Be kind,” “Excuse me,” “Please tell me,” “Do me a favor.”

Address an unfamiliar interlocutor with the words “kitty”, “darling”, “darling”. These words can hurt.

After calling on the phone and not introducing yourself, ask: “Who is this?” As a rule, such a question is followed by a counter-question: “Who do you need?”

Ask the caller: - “Who says this?” in case they are not calling you. If you are not sure that your call has reached the desired subscriber, you should not ask: “Where did I go?” You should still give the name you are interested in, and if the error is confirmed, apologize for the trouble.

Express sympathy and condolences over the phone: if your friend has lost a loved one, then you need to either come to him in person or send a telegram with the appropriate text.

“A conversation on the telephone 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. 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 conversations largely depends on planning. Productive calls cannot be spontaneous. Preparation and planning of negotiations can be divided into 5 stages.

Information	Collecting documents and materials for conducting a telephone conversation.
	Determining the purpose of telephone conversations (obtaining information, setting up a meeting).
	Drawing up a plan for a business conversation and a list of questions to ask.
Time	Choosing a time convenient for the interlocutor.
Mood	Having a positive attitude is just as important as planning your negotiations. In the voice you can most often hear a smile, fatigue or negative emotions, which a business partner can attribute to his own account. In order for the voice to be “alive”, it is recommended to conduct telephone conversations while standing and smiling!

Rules for communicating on the phone in business

• At the beginning of a conversation, you cannot use the words: “hello”, “listening”, “speak”. The first and elementary rule: introduce yourself kindly when answering the call. For example: “Good afternoon. Manager Tatyana. 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. After a short message there are words of farewell.
• Telephone calls should not be left unanswered, as any call can help obtain important information or close a deal. Pick up the handset quickly until the third ring.
• Of course, you cannot answer two phones at the same time.

1. Negotiate quickly and energetically. Presenting arguments clearly and clearly, answering questions without long pauses or vague phrases.
2. The pause may, as an exception, last no more than one minute if the specialist is searching for a document. When the interlocutor waits longer, he has every right to hang up.
3. Politeness is required when calling. Swearing and shouting in any case is a violation of the ethics of telephone communication.
4. During telephone conversations, it is not recommended to use jargon, colloquial or profanity. It is also not advisable to use terminology that may not be clear to the interlocutor.
5. You should not cover the handset or microphone with your hand when communicating with colleagues, as the interlocutor will likely hear this conversation.
6. Forcing a guest or visitor to wait while you are on the phone is a violation of business etiquette. In this case, you need to apologize, state the reason and set a time for a new call.
7. If the connection fails, when the conversation is interrupted, the person who called dials the number again. When a company representative negotiates with a client, customer or partner, the representative calls back again.
8. Concluding negotiations, it is worth once again voicing joint agreements and understandings.
9. The one who called, or the senior in position or age, ends the conversation and says goodbye first.
10. Sincere words of gratitude are indispensable when ending a conversation. In parting, you can orient your interlocutor towards cooperation: “See you tomorrow” or “Call me in...”.

Taboo, or What expressions should be avoided?

Unwanted expression	Rules for communicating by phone
"No"	This word, especially at the beginning of a sentence, “strains” the interlocutor and complicates mutual understanding. It is advisable to express disagreement correctly. For example, “We will accommodate you and replace the product, but it is no longer possible to return the money.”
"We can not"	Refusing a client right away means sending him to competitors. Solution: offer an alternative and pay attention first of all to what is possible.
“Call Back”, “Nobody’s There”, “Everybody’s at Lunch”	The potential client will not call again, but will choose the services of another company. Therefore, we need to help him solve the problem or arrange a meeting, invite him to the office, etc.
"You must"	These words should be avoided, using softer formulations: “The best thing to do is...”, “It makes sense for you...”
“I don’t know”, “I’m not responsible for this”, “It’s not my fault”	Undermines the reputation of the specialist and the organization. If there is a lack of information, it is better to answer: “Interesting question. Can I clarify this for you?”
“Wait just a second, I’ll look (find)”	Deceiving the client, since it is impossible to get things done in a second. It’s worth telling the truth: “Searching for the necessary information will take 2-3 minutes. 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 do not trust him.

7 secrets of successful calls

1. The rules for talking on the phone with clients suggest that effective negotiations take 3-4 minutes.
2. Posture and intonation are just as important as the information conveyed during a conversation.
3. How does the interlocutor speak? Fast or slow. Successful managers know how to adapt to the pace of the client’s speech.
4. It is preferable to replace monosyllabic “yes” and “no” with detailed answers. For example, if a client asks whether you will be there on Friday, you should not only answer “yes”, but also tell them your working hours.
5. If the conversation has dragged on, then instead of apologizing, it is better to thank the interlocutor. The rules of talking on the phone with clients do not allow an apologetic tone.
6. Taking notes and notes during telephone conversations in a notepad will help you restore the flow of an important conversation. A business person will not use scraps of paper or calendar sheets for this.
7. The peculiarity of the phone is that it enhances speech impediments. You need to carefully monitor your diction and pronunciation. Recording and listening to your conversations with clients will help you improve your negotiation techniques.

When a client calls...

The client who gets through may not identify himself, but immediately begins to explain his problem. Therefore, it is necessary to tactfully ask: “Excuse me, what is your name?”, “What organization are you from?”, “Please tell me your phone number?”

The rules for communicating over the phone with clients are based on the fact that you should only convey accurate information if you have the necessary data. A client who does not wait for a clear answer will no longer contact your organization.

Sometimes you have to deal with an angry or nervous client. It is better to listen to his complaint and not interrupt. He will be capable of constructive dialogue only when he speaks out. When you hear an insult, you must hang up.

Making calls in public places or in a meeting

Meetings and business meetings are times when, according to the rules, you should refrain from calling. Live voice is a priority. Negotiations that distract the attention of those present are unacceptable.

Answering a call at a business meeting or meeting means showing your interlocutor that you do not value him and the time spent with him, that the person who called is more important.

There are also good reasons, for example, the illness of a relative, a large contract. The rules for communicating by telephone suggest that those present must be notified before the meeting or meeting and the receipt of the call must be coordinated with them. The conversation should be conducted very quickly (no more than 30 seconds), if possible in another office.

A person talking on the phone during a private meeting, in a restaurant, at a meeting looks uncultured and stupid.

Business conversation on the phone. Example

Option 1

Head: Satellite Center. Good afternoon.

Secretary: Good afternoon. Union of Consumer Societies. Morozova Marina. I'm calling about a competition.

R: Alexander Petrovich. I'm hearing you.

R: Yes. You can book a conference room with 150 seats.

S: Thank you. This will suit us.

R: Then it will be necessary to send us a letter of guarantee.

S: Okay. Can I send it by mail with a notice?

R: Yes, but it will take three days.

S: It's long.

R: You can send it by courier.

S: So, we’ll do that. Thank you for the information. Goodbye.

R: Goodbye. We look forward to collaborating.

Business conversation on the phone. Example 2

Manager: Hello. I would like to talk with Ivan Sergeevich.

Exhibition Director: Good afternoon. I'm listening to you.

M: This is Vladimir Baluev, manager of the Maxi Stroy company. 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.

Hello! In this article we will talk about why it is necessary to answer incoming calls correctly.

Today you will learn:

• Why do you need to answer phone calls correctly?
• Rules to consider;
• What to do to make an incoming call effective.

Why is it important to answer incoming calls correctly?

It’s not for nothing that they say that every missed incoming call is a call to your competitor, and a poorly serviced one is a blow to your reputation.

It must be taken into account that 80% of business contracts are concluded only through telephone conversations. And after signing the contract, all issues are promptly resolved over the phone. Why telephone and not the usual email?

Everything is very simple, since only telephone conversations can significantly save time and allow you to make the right decision in the shortest possible time.

But there is a small nuance here. The correct answer on the phone can lead to the conclusion of a good deal, but the wrong one can break the business relationship. Conclusion - everyone should be able to answer telephone calls correctly.

Some people think that the easiest thing is to communicate by phone. In fact, this is a mistaken opinion and not everything is so simple.

Proper communication will depend on:

• Sales;
• Development of a client base;
• Company recognition;
• Indicators of consumer demand.

Every manager, especially a secretary, must have special telephone communication skills and know how to answer customer calls.

How to properly answer customer calls

There are several basic rules for how to provide answers during a telephone conversation. All you need is to master them and try to apply them in your work process. Of course, nothing may work out the first time, but after that, the results of communication will delight you.

Rules for receiving telephone calls:

1. You must clearly understand, as soon as you pick up the phone, you will be fully responsible for solving the problems of the interlocutor (client). During telephone communication, you represent the company you work for, and how professionally you do this will determine whether the client chooses the company or goes to competitors. Therefore, when answering every phone call, mentally think that you are the “voice of the company” and your main task is to win over the interlocutor.

2. Since customers like to ask numerous questions, you must provide answers to them clearly, and most importantly, reliably. Information about your company and the services you offer will help you with this. You must know everything from the origins of the company to how and what products are made from.

3. When communicating, do not forget about generally accepted business etiquette:

• You need to pick up the phone immediately, no later than the 3rd ring;
• Be sure to introduce yourself and clarify how you can address your interlocutor;
• Specify the purpose of the call;
• At the end of the conversation, ask if the interlocutor has any questions.

4. When communicating, do not be afraid to use specially designed methods. It is worth considering that telephone communication has its own characteristics, since the client does not see you. Therefore, you must make every effort to solve the problems that have arisen and make it clear that he is interested in you.

5. You should never let a client wait. If during communication you find it difficult to provide an answer, then it is better to agree with the client that you will call him back. You should not ask the client to “hang on the phone.”

6. You must clearly know that every phone call has its price. Perhaps on the other end of the line there is a successful businessman who plans to enter into a multimillion-dollar contract. It will depend on your skills whether it will be your contract or your competitors.

7. Always end your phone conversation correctly. As practice shows, it is the beginning and end of a phone call that gives the overall impression. Don’t forget to get contact details from your interlocutor and find out what time you can call him.

By taking into account all of the above rules, you can create a positive impression of your company and attract clients.

How to make receiving incoming calls effective

Unfortunately, not all employees can communicate correctly over the phone. Some make mistakes due to lack of experience, while others are simply unwilling to learn and practice it.

To interest your employee and teach him how to do the job correctly, you need to:

• Prepare a template for effectively receiving telephone calls;
• Come up with ;
• Introduce control over all calls.

Let's look at each step in more detail:

1. Preparing a template for proper communication.

To understand how your employee responds to a client’s request, you just need to make a “secret incoming call” and record it. During communication, try to understand the weaknesses and strengths of your employee and what he “merged”.

In addition to the script, you must give clear instructions to your employees. This can be done in the form of an order.

Each employee must:

• Communicate with your interlocutor as if he were your only and best client;
• Don’t rush to end your phone conversation;
• Register a client to purchase a product or service;
• Get your interlocutor interested in choosing your company;
• If necessary, send a commercial proposal to the interlocutor;
• Make an appointment.

Be sure to check that employees are doing everything correctly.

1. Motivation.

This is a pleasant bonus that every employee can receive if they do their job correctly. Therefore, you should definitely introduce bonuses for those employees who answer telephone calls.

At the same time, you must clearly state how much and for what result the accrual will occur.

For example, the exact reward:

• For attracting a client to the company, through competent communication over the phone;
• For selling goods or services of the company by telephone;
• For increasing the client base (here we are talking about recommendations).

You should not look for employees who will work in order to live. You must recruit the best people into your team who will work for results and achieve your goals, including for a good salary and interesting motivation.

1. Control.

No matter how bad it may sound, you can’t go anywhere without control. Only in this case will you control not employees, but the quantity and quality of incoming calls.

To draw up a complete report, each employee must:

• Keep records of telephone calls from regular customers;
• Record calls from primary clients;
• Indicate the number of calls on general issues;
• Record erroneous calls;
• Keep records of calls from advertising agents.

Of course, it is worth considering that every company is different and in large organizations it is difficult to record such information. But for this you can hire an additional employee or student. And here is the way out! And you have all the information necessary for work.

For convenience, you can create a special report form for your employees, in which they will enter information about incoming calls on a daily basis.

Currently, the telephone is the most popular means of communication. It helps reduce the time required to resolve various issues and save money on trips to other cities and countries. Modern business is greatly simplified thanks to telephone conversations, which eliminate the need for lengthy written correspondence in a business style or long-distance business trips. In addition, the telephone provides the ability to conduct remote negotiations, present important issues and make inquiries.

The success of every enterprise directly depends on the correct conduct of telephone conversations, because it is enough to make one call to create a general impression of the company. If this impression turns out to be negative, it will be impossible to correct the situation. Therefore, it is important to know what constitutes competent business communication over the phone.

What it is?

Business communication – performing professional tasks or establishing business relationships. Business communication over the phone is a specific process for which you should carefully prepare.

Before making a phone call, there are some basic points to clarify.

• Is this call really necessary?
• Is it important to know your partner's answer?
• Is a personal meeting possible?

Having found out that a telephone conversation is inevitable, you need to tune in to it in advance and remember the rules, the observance of which will help to conduct telephone conversations at a high professional level.

Features and Standards

The rules for communicating by phone are quite simple and include: the following steps:

• greetings;
• performance;
• clarifying the availability of free time from the interlocutor;
• description of the essence of the problem in a brief form;
• questions and answers;
• ending the conversation.

The culture of telephone negotiations is one of the important components of business communication. The specifics of telephone communication are determined by the factor of remote communication and the use of only one information channel - the auditory one. Therefore, compliance with ethical standards governing telephone communication is an important factor determining the effectiveness of the enterprise and the development of relationships with partners.

Business telephone etiquette for outgoing calls includes several rules.

• Before dialing, you must check that the phone number is correct. In case of an error, do not ask unnecessary questions. It is necessary to apologize to the subscriber, and after the call ends, check the number again and call back.
• Submission is a must. After the greeting from the interlocutor, you need to respond using greeting words, the name of the company, position and surname of the employee making the call.
• It is recommended to first draw up a plan that reveals the goal (in the form of a graph/diagram or in text form). It is necessary to have a description of the tasks before your eyes so that you can record their implementation during a telephone conversation. Also, do not forget to note the problems that arose on the way to achieving a particular goal.

• 3-5 minutes is the average time allotted for a business conversation. If the specified period is not enough, a reasonable solution would be to schedule a personal meeting.
• You should not disturb people with calls early in the morning, during a lunch break or after the end of the working day.
• In the case of a spontaneous call that has not been agreed upon with the partner in advance, a prerequisite is to clarify the interlocutor’s availability of free time and indicate the approximate time required to resolve the caller’s issue. If the interlocutor is busy at the time of the call, you can arrange a different time or schedule a meeting.
• When concluding a conversation, you need to thank the interlocutor for their time or information received.

When a telephone conversation is interrupted, the person who initiated the call should call back.

Telephone etiquette for incoming calls also includes several important points.

• You must answer the call no later than the third ring.
• When responding, you must provide a name or organization. In a large company, it is customary to call a department, not a company.
• A call made by mistake should be answered politely, clarifying the situation.
• The materials used for work should be in sight, and the conversation plan should be in front of your eyes.
• Multiple simultaneous connections should be avoided. Calls should be taken one at a time.
• When answering a call made to criticize a product/service or the work of an enterprise as a whole, you must try to understand the state of your interlocutor and take some of the responsibility upon yourself.
• Outside working hours, it is recommended to turn on your answering machine. The message should include relevant information that will be useful to all clients.
• If the employee being asked is not available, you should offer your assistance in conveying the information to him.

We can also highlight general principles for conducting business communication over the phone.

• It is necessary to prepare in advance for telephone conversations with clients by drawing up a plan with goals, main points, the structure of the upcoming conversation and ways to resolve problems that may arise during the conversation.
• You need to pick up the phone with your left hand (for left-handers - with your right) after the first or second signal.
• It is necessary to take into account information related to the subject of the conversation.
• The subscriber's speech should be smooth and restrained. It is necessary to listen carefully to your partner and not interrupt him during the conversation. It is recommended to reinforce your own participation in the conversation with small remarks.
• The duration of the telephone conversation should not exceed four to five minutes.

• If a discussion arises, it is necessary to take control of emerging emotions. Despite the injustice of the statements and the raised tone on the part of the partner, one should be patient and try to calmly resolve the dispute that has arisen.
• Throughout the conversation, you need to monitor your intonation and tone of voice.
• It is unacceptable to interrupt a conversation while answering other phone calls. As a last resort, it is necessary to apologize to the subscriber for having to interrupt communication, and only then answer the second call.
• Be sure to have paper and a pen on the table so that you can write down the necessary information in time.
• The caller can end the conversation. If you need to end the conversation in the next few minutes, then you should end it politely. It is necessary to apologize to the interlocutor and say goodbye, after thanking him for his attention.

After finishing a business conversation, some time should be devoted to analyzing its style and content, identifying mistakes made in the conversation.

Stages

As already noted, business communication over the phone does not require much time. According to the rules, such a telephone conversation can last no more than 4-5 minutes. This is the optimal period of time to resolve all issues.

During business communication over a business telephone, it is necessary to follow the sequence of stages that make up the structure of the call.

• Greetings using special phrases that correspond to the time of day during which the call is made.
• Informing the virtual interlocutor of the name and position of the employee making the call, as well as the name of his organization.
• Information about the interlocutor’s free time.
• Concise presentation of basic information. At this stage, you need to outline the essence of the problem in one or two phrases.
• Questions and answers to them. It is necessary to show interest in the interlocutor’s questions. Answers to them must be clear and provide reliable information. If the employee who answered the call is not competent in the issue under consideration, you should invite someone to answer the phone who can give an accurate answer.
• Ending the conversation. The telephone conversation is terminated by its initiator. This can also be done by a senior in position, age and a woman.

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 examples of telephone conversations below will help you understand the essence of business communication. Dialogues clearly show how to talk to a client or business partner on the phone to avoid misunderstandings.

Example of telephone dialogue No. 1.

• Hotel administrator - Good morning! Hotel “Progress”, reservations department, Olga, I’m listening to you.
• Guest - Hello! This is Maria Ivanova, a representative of the Skazka company. I would like to make changes to my reservation.
• A – Yes, of course. What would you like to change?
• D – Is it possible to change the check-in and check-out dates?
• A – Yes, of course.
• D – The period of stay will not be from September 1 to 7, but from September 3 to 10.
• A – Okay, the reservation has been changed. We are waiting for you at our hotel on September 3.
• G - Thank you very much. Goodbye!
• A – All the best to you. Goodbye!

Example of telephone dialogue No. 2.

• Secretary - Hello. Company "Holiday".
• Partner - Good afternoon. This is Elena Petrova, a representative of the creative team “Flight of Fantasy”. Can I speak to your director?
• S - Unfortunately, he is not in the office right now - he is at a meeting. May I help you? Should I give him something?
• P - Yes, please tell me when he will be there?
• S - He will return only at three o'clock in the afternoon.
• P – Thank you, I’ll call you back then. Goodbye!
• S - Goodbye!

Ethics not only controls the business relationships of business partners and establishes connections with competitors, but is also a means of properly organizing a telephone conversation. Compliance with the rules of business communication over the phone, which involves thorough study of each point, ensures effective results and long-term partnerships.