When it comes to impression management and personal brand development EVERYTHING matters.
Yes! Even the way you talk on the phone matters.
Here’s what you need to know when it comes to phone etiquette:
Always answer quickly
When co-workers and clients are calling you, it’s usually because they need your help or have a question they need answered ASAP. When you don’t answer the phone in a timely manner, it begins the conversation with a slight sense of frustration. And on top of that it may give the impression that your company doesn’t care or you’re disorganized. These are all problems that can be easily avoided with a quick pick-up.
Always ask before you put someone on hold
Nothing is more frustrating than being put on hold without notice. Or worse… when someone answers the phone, doesn’t say a word, and immediately puts you on hold. First of all, it’s plain rude. And second, it doesn’t do you any favors in the “good impression” department.
On the flip side, if you politely ask to put someone on hold, they are generally understanding, and their impression of you is much more positive.
Always end the call on a positive note
Whether it’s a frustrated customer or angry boss, make sure you end in a friendly and positive way. Don’t make them feel you’re in a hurry to hang up, and ask if there is anything else you can do to help. And remember to use their name if you can when saying goodbye. These are small tips that generate a huge return when it comes to people’s impression of you after saying goodbye.
Everywhere you go and every conversation you have is a way for you to build positive impressions of you and your company. Even the seemingly unimportant phone calls you have every day have an impact. Make sure you’re using these conversations as opportunities to build your brand instead of leaving co-workers and customers frustrated and upset.