8 basic rules when communicating with a client by phone

Rule 1. “I don’t recognize you in makeup. Who are you?"

Often inexperienced specialists begin a telephone conversation with the words: “Hello. , you left a request with us. Tell me...” As a rule, a user submits a request to more than one company and not only on one particular topic. That is why it is so important to correctly say who you are, where you are from and for what specific reason you are calling, so that your potential client understands this immediately. Otherwise, you start losing time and customer loyalty. Therefore, make sure that managers address you by name and introduce themselves as clearly as possible: “Hello, Ivan. My name is Petr, . We do furniture repairs. Today you left a request for reupholstery of a sofa from 1985 on our website sofa.rf.” And they continued to clarify until the client said: “Yes, yes, I remember.”

How to get rid of telephone phobia?

Much to the chagrin of telephone phobes, the most effective way to cope with the fear of telephone conversations is to practice more often. You can start with not very important negotiations. For example, call the help desk and find out the address of some organization. One of the responsibilities of help desk operators is to speak to customers on the phone in a polite and friendly manner, so there is no fear of being rude. Next, hone your skills by ordering food to the office, calling a taxi, and making reservations in cafes and restaurants. A few weeks of regular training, and such phone calls will become easier for you.

Remember that you are not in the position of a supplicant. You are a potential client who can bring profit to the establishment. So, if they speak to you impolitely, refuse to answer your questions, it’s not about you, but about the incompetence of the person on the other end of the line. Nobody forbids you to simply hang up if the telephone conversation takes an unpleasant turn.

In situations when you get a job or offer the services of your company, it may seem to you that now you are definitely in a dependent position. But that's not true. Remind yourself often that you are not asking potential employers or clients for money. There are people who need exactly your talents, professional qualities, or the products you advertise. If you don't make yourself known, they won't be able to use them.

Rule 5: “Exceed Expectations”

It often happens that you call a company and spend a long time explaining your situation. They will listen to you carefully, and then they will say “now I will transfer you to the sales department/the required specialist/your manager.” And get ready to explain everything again. A competent employee will never force the client to repeat himself; he will convey to his colleague the essence of your question. And if the manager is able to fill out an application, make changes to the current or some other work for the client, it is better for him to do it himself. This approach will save time on both sides and increase customer loyalty.

Basics of business communicationAlla Sorokina

1. Basics of business communication etiquette

The ability to behave appropriately with people is the most important factor that determines the chances of achieving success, facilitates the establishment of contacts, promotes mutual understanding, creates good, stable relationships, etc.

Every cultured person must not only know and observe the basic norms of etiquette, but also understand the need for certain rules and relationships. Mastering etiquette can help you succeed in business, and vice versa, neglecting it can easily ruin your career.

Etiquette is a “conventional language”, which has the character of an unwritten agreement about what is generally accepted in people’s behavior and what is not, with the help of which one can evaluate a person, judge the level of his internal culture, his moral and intellectual qualities based on how he enters, how he greets, what tone he speaks, what first words he utters.

Etiquette (from French - etiquette - label, ceremony, norm of treatment) is a set of norms and customs that regulate the external forms of human behavior in society. The concept of etiquette includes a set of rules related to the ability to behave in society, external neatness, correct structure of conversation and correspondence, literacy and clarity in expressing one’s thoughts, culture of behavior at the table and in other situations of business and social communication.

The main function of business etiquette can be defined as the formation of such rules of behavior in society that promote mutual understanding between people in the process of communication.

Business etiquette is based on the same moral standards as secular etiquette:

1) a prerequisite for business communication is politeness, which is an expression of respect for a person. To show politeness means to show goodwill. In the business world, politeness is seen as an economic category that promotes business success in a partnership;

2) tactfulness is a sense of proportion observed in conversation, in personal and work relationships, the ability to sense the boundary beyond which, as a result of our words and actions, a person becomes offended, upset, and sometimes irritated. A tactful person always takes into account specific circumstances: differences in age, gender, social status, place of conversation, presence or absence of strangers. Respect for others is a prerequisite for tact even between good comrades;

3) modesty - restraint in assessing one’s merits, knowledge and position in society. A modest person never strives to show himself better, more capable, smarter than others, does not emphasize his superiority, his qualities, does not demand any privileges, special amenities, or services for himself. At the same time, modesty should not be associated with either timidity or shyness, since these are different categories;

4) correctness is neutral, official, restrained, dry politeness. The ability to behave in accordance with generally accepted rules of decency in any circumstances, including conflict situations;

5) nobility - the ability to perform selfless acts, not to allow humiliation for the sake of material or other gain;

6) accuracy - correspondence of words to deeds, punctuality and responsibility when fulfilling obligations in business and social communication.

In modern society, good manners are considered to be politeness, modesty and restraint of a person, the ability to control one’s actions, and to communicate carefully and tactfully with other people.

Manners are a way of holding and presenting oneself, the external form of behavior, treatment of other people, expressions used in speech, tone, intonation, characteristic gait, gestures and even facial expressions.

Bad manners include the habit of speaking loudly without being embarrassed in expressions, swagger in gestures and behavior, sloppiness in clothing, rudeness, manifestation of hostility towards others, disregard for other people’s interests and requests, imposing one’s will and desires on other people, tactlessness, inability to restrain your irritation, etc.

Business communication etiquette involves treating people with respect and courtesy; certain forms of introduction, address and greeting; rules of conversation, conversation and negotiations, etc.

Rule 6. “The customer is always right”

The main rule for asking a question: if the client answers “not this or that,” then the manager asked the question incorrectly. A competent employee asks questions in detail and as clearly as possible, without using terminology that is incomprehensible to the client. You shouldn’t ask: “What capture form should you put on your site?” It’s better to ask: “Alexander, tell me which is more convenient for you: to immediately receive calls from clients or to first receive some information about the client and then call him?” If you call yourself, it makes sense to add a form to the site with a “Submit Application” button.

Unusual problem

For some, calls are a completely normal situation. Others are tormented by the fear of the telephone, they find it difficult to pick up the phone, they rehearse what they will say in advance, dial the number with shaking hands and suffer from panic fear while listening to the dial tone. This is fine! Psychologists explain that hating calls does not mean problems with communication. There are people who are fine with communication, they are simply afraid of calls. In addition, the number of such people is increasing, and the number of calls that need to be made per day is decreasing. This means that the situation is not so critical. One way or another, the phone is still needed for a variety of everyday activities. It’s worth overcoming your fear, but first you need to understand where it comes from in the first place.

Nothing worked to remove the greasy stain on the carpet, my dad recommended WD-40

“The decision is mine”: Christina Asmus named the reason for her divorce from Kharlamov

Mom was able to admire the bouquet for only half an hour: her little son worked on it

Rule 7. “Understanding is the beginning of agreement”

If there is even the slightest doubt about whether you understand the client correctly, it is better to ask again. To do this, a good manager adds “do I understand correctly?” at the beginning or end of the phrase. For example: Client: “The main thing is that I want the apartment to be clean.” Manager: “Ivan, that is, you need to install windows with increased protection from dust, dirt, noise, which are easy to clean, but not necessarily snow-white, do I understand correctly?”

But you don’t need to abuse it, otherwise it will go into the parasite section.

Difficulties of perception

On the phone, it is more difficult not only to understand what the other person is saying, but also to feel confident that you know that you are understood. When we talk, we use different facial expressions. For example, raised or furrowed eyebrows can show that you are paying attention. This is not visible on the phone, and the conversation has to be conducted at random, not knowing whether everything is in order. This can lead to awkwardness.

The World Meteorological Organization is concerned about air temperatures in the Russian Arctic

Budget transformation of an old cabinet: photos before and after pasting

Not original, but romantic: the most popular places for marriage proposals

You just rarely talk on the phone

This is the simplest reason, but it is also more common. Many people rarely talk on the phone these days. Lack of experience causes anxiety. People understand what messages are and what emoticons to use, but communication on the phone is unfamiliar to them, and they simply do not know the rules associated with it. It’s like a pensioner trying to start using a social network: he would feel awkward because he doesn’t know what’s going on. When you talk to a person face to face, you use intuition. Talking on the phone requires knowledge of certain etiquette. You need to know how to properly move from introducing yourself to the essence of the conversation, where to pause, and how to end the conversation. All of this takes some practice.

Basic rules of business etiquette

Do everything on time. Late arrivals and missed deadlines are unacceptable. They are regarded as disrespect for partners and unprofessionalism. The ability to manage your time is a basic skill for a business person. If you are constantly late, you will not be seen as a reliable contractor or partner.

Speak and write correctly. Do not use rude words, be careful with colloquialisms. Avoid speech errors, especially in stress. Incorrect emphasis hurts the ear and spoils the impression, like a blot on a beautiful postcard. Find a list of the most common mistakes in accents on the Internet and check if you are making any.

Formulate your thoughts clearly and concisely. At the same time, let your speech be lively. There is no need to express yourself exclusively in dry templates. Sometimes it is even better to refuse them. “I would like to inform you that the online conference will take place today at 14:30. Attendance is required." This formulation immediately evokes boredom. Instead, you can write: “Colleagues, there is an online conference today at 2:30 p.m. To be everyone!”

The tone of speech or writing should not be too emotional . Stick to a calm and confident tone - and you can't go wrong.

Know how to listen. Don’t interrupt, don’t choose your interlocutor’s words, don’t show impatience, even if the interlocutor speaks slowly and gets confused every now and then. On the contrary, show your readiness and desire to listen to him.

Respect those you work with. Your clients and subordinates should feel cared for, and your managers should feel your sincere interest in the business. Don't ignore the client's questions, even if they don't relate to the project. If there are many questions and they are complex, it is better to offer a paid consultation, explaining why you cannot answer immediately. Avoid the approach of “I’ve done my job, what happens next is not my concern.” Such behavior will be perceived extremely negatively. Conversely, your sincere desire to help endears people to you.

Maintain confidentiality. Do not disclose information that you have been asked not to disclose. Even if the agreement was oral and you did not sign the NDA.

These are the basic rules of business etiquette and standards of communication at work. Below we will look at recommendations that relate to specific situations: talking on the phone, emailing, meetings and negotiations.

These rules allow you to achieve an advantage over your partner, create a suitable environment for communication, and generally conduct business discussions more productively .

1. Formulate specific goals.
2. Make a plan.
3. Select time:
4. convenient for both you and your interlocutor;
5. enough for a conversation.
6. Choose a suitable location.
7. The objectives of the first part of the conversation are to attract attention and create an atmosphere of mutual trust.
8. Subordinate your tactics to your goals. Operate with “open” and “closed” questions.
9. Try to let your interlocutor do most of the talking.
10. Rise to the occasion (if you criticize, do it according to the rules).
11. Record the information received.
12. Stop the conversation immediately after achieving the intended goal. Use 6 ways to end a conversation without offending your interlocutor.

Six ways to end a conversation without offending the other person:

1. Thank you (for the meaningful conversation, for the information, for your frankness, for taking the time to come in, etc.)
2. Briefly explain what you are going to do and show that you will begin immediately.
3. Invite your interlocutor to do something urgently, explaining why it is better to do it immediately
4. Stand up, shake hands, say goodbye.
5. Show the visitor to the door
6. Put into action a “rescue agreement” (rescue on a conditional signal) with a work colleague.

Involve psychological factors . There are general patterns of our behavior that allow us to create an environment that meets the intentions of the initiator. Here are some of them:

• It is usually easier to abandon an action that has not yet been started than one that has been started.
• It is more difficult to stop an action that is already taking place than a planned one.
• Refusing someone for whom you have good feelings is more difficult than agreeing. Conversely, it is nice to say “no” to the enemy when he hopes for “yes”. (The latter circumstance is used for provocations: they give the opportunity to exultantly shout “No!!!” to their detriment.)
• A blatant threat generates resistance and provokes the other side to take aggressive action.

Consider psychological type . The chances of resolving the issue increase if the initiator takes into account the type to which the person making the decision belongs, a joker-jovial fellow or a person of little talk. A joker and a merry fellow is an extrovert, that is, a person who loves the process of communication. He prefers to receive information not from papers, but from people. Therefore, it is better for him to state his request orally. A person who doesn't talk much is an introvert. He prefers paper to live communication. Therefore, when visiting him, it makes sense to submit a written statement of your request and remain silent, without preventing him from reading the note.

If you do not know which of the above types the person making the decision belongs to, it is recommended that he has a written statement of his request, ask the manager which is more convenient for him: to listen or read? The leader will subconsciously choose what he is more inclined to. Be ethical. These rules incorporate centuries of experience. Following them will help you achieve your goals.

There are no similar materials.

You feel like you're being judged

In a sense, you are right. If you've ever made a call with other people, you know how awkward it can be to talk while someone listens to you. When you talk face to face, strangers perceive both of you equally. If you are talking on the phone, all attention is focused only on you. You are the only person who speaks, so this situation is inevitable. In addition, researchers have found that half-dialogue, a conversation in which you only hear one side, seems more distracting than a normal conversation. However, sometimes the reason is not the people around you, but the person you are talking to on the phone. Nobody likes to be the subject of judgment from others. Humans are very social because they depend on those around them for survival, so being assessed naturally causes enormous stress. This is the same process as when speaking in public, interviewing for a job, and other similar situations. People are afraid that they will not be able to cope with the task.

Chinese Chen Haigang has not been sick for 30 years: he repeats the movements of a monkey

Such a handy pizza stone, but if you wash it incorrectly it will get ruined.

Coronavirus again postpones the meeting with the audience: “Tenet” has been postponed to August

Etiquette for telephone conversations with clients

Sales managers, secretaries and other company employees who interact with clients over the telephone are required to master the basic rules and communication skills. They include general principles of business communication etiquette and the rules of successful marketing, because the main goal of such negotiations is to encourage the client to use the services of your company. Below we will look at two conversation patterns: when a client calls the company and when you call him yourself.

Situation No. 1. The client calls the company himself

If a client calls a company, it means he is interested in purchasing the products it offers or has problems using them. In the second case, be prepared for the fact that the conversation may take place in a raised tone - you must initially change its course, softening the client and not succumbing to provocations on his part.

Telephone conversations should be conducted according to the following scheme:

1. Greeting is a mandatory point from which any conversation should begin;
2. Introduce yourself to the client - a person who can be addressed by name inspires more trust than a nameless employee of the company. You should also learn how you can address the caller;
3. Find out the purpose of the call - if the client wants to buy something, provide the necessary information about the product or service, taking into account the fact that he may not be competent in your field;
4. If a client comes in with a specific problem that you cannot solve on your own, tell him that you will clarify the information and call him back as soon as possible to find out if he is comfortable talking.
5. Say goodbye - wish you a good day or thank you for calling.

If you promise to call back, be sure to do so at the agreed time. Recording conversations will be useful - you can listen to the key points of communication with the client before calling again and make sure that you haven’t forgotten anything.

Situation No. 2. The call is made by the company manager

Making cold calls is more difficult than answering incoming calls, because in the first case the client is interested in the conversation, and in the second you distract him from his business. The algorithm for such a call is as follows:

1. Confirm the client’s identity - perhaps he did not fill out any application and is not even a potential client, and his number was included in your database by mistake;
2. Find out if the subscriber can now give you a few minutes - if not, check the time when it will be convenient to have a conversation;
3. Introduce yourself and state the essence of your proposal - try to do this briefly, without wasting a lot of your interlocutor’s time;
4. Arrange a meeting - if the specifics of the work require personal meetings, it is better to talk in detail about the proposed service face to face. If the client needs to think, promise to call him back at the agreed time or after a certain period of time when there is no specific agreement.
5. Say goodbye - say a few nice words goodbye to leave a good impression after the call.

Unfortunately, not all managers adhere to the rules of telephone communication. The slightest sign of disrespect on their part can alienate the customer forever and damage the company's reputation. To prevent this from happening, elgreloo.com recommends using the call recording service. It connects to a virtual number, which can also be ordered on the website of this communication provider, and allows you to record all outgoing and incoming conversations of the company. With its help, you will be able to monitor the professionalism of your employees, and they will have the opportunity to work on mistakes made during the conversation.