10 Tips to apply the telephone service protocol with your clients

In this digital age, the telephone service protocol continues to be of vital importance, even though search engines give us the possibility of solving practically any problem in just a few seconds and social networks are essential for the interaction between brands and Your clients.

However, the possibility of speaking directly to a person through a phone call continues to be an option highly chosen by the population, especially for non-digital native generations. 

According to our experience training companies, much of the impact of a message is due to non-verbal language.

Therefore, when interacting with the client via telephone, it will be almost mandatory to make greater efforts in what we say and how we say it since this sense of sight is nullified. This is where telephone etiquette or telephone service protocol becomes important.

In this article, we tell you what it is and how you can start applying it today to offer your clients quality telephone service.

What is telephone etiquette? 

We could define telephone etiquette as the telephone response protocol or response to follow on a call. 

A series of universal norms and rules guide the operator in all telephone processes, whether to provide attention in the customer service process, generate a sale, or provide follow-up.

Depending on the type of organization, the service they handle, and the type of call, there are a series of specific rules that must be met, today we want you to learn the general recommendations that every company must follow.

Telephone attention protocol: 10 tips that you should apply

As a director or manager of a company, if you want your team to offer a comprehensive quality service, everyone must apply telephone etiquette in an aligned and coherent manner.

Here we leave you 10 recommendations so that this telephone label becomes your next sales and customer experience tool.

Take note, because the success of the interaction may depend on its existence and good use since in this way the client will feel understood.

1. Reply as soon as possible. 

A quick and agile response is a sign that we value and respect the client’s time.

Otherwise, the longer the waiting time, the more frustration and dissatisfaction it will produce, often aborting telephone contact. The ideal will be to answer the call before the phone rings for the third time. 

2. Present yourself effectively. 

It is a basic of the telephone service protocol.

The customer must be sure that they have called the right place and who they will communicate with. Let him or her know your name and position with courtesy, kindness, and respect.

3. Watch your diction and tone of voice. 

Unlike video calls – which reached the peak of their success a couple of years ago – in a phone call the voice is the only means of communication, so you must ensure that the broadcast is as clear and precise as possible, paying attention to the articulation of words and maintaining a good tone of voice.

On the other hand, the way you use language and express yourself can help you convey the values ​​that your brand represents.

4. Listen to the client. 

This is perhaps one of the fundamental keys to the success of a telephone service protocol. The client is aware of their problem and needs to be understood to solve it. 

Therefore, listen to him actively, letting him know that you want to help him and he will provide you with the information in an organic and empathetic way. And under no circumstances do you interrupt him.

5. Keep detailed records. 

In this way, the most important details can be perceived without leaving any aspect aside. At the same time, keeping track of this information through notes will help define the type of response that should be offered as a solution. 

6. Smile at the person on the other side

It may seem like an insignificant action since the person on the other end of the phone does not see us. However, due to this, the rest of the senses are sharpened, being able to perceive the operator’s emotional state through listening. 

Maintaining a positive attitude during the time of the call will facilitate a positive response from the customer.

7. Moderate the vocabulary. 

While we have talked about staying positive at all times, we must not forget the objective of the call and respect the professional context during it. 

Avoid very colloquial and everyday expressions or making jokes or jokes, as this can damage the communication channel with the client.

8. Monitor emotions. 

In certain areas and depending on the reason for the call, the client may express very intense emotions during the conversation, altering their verbal discourse as well as the immediate relationship with the telephone operator. You must be able to handle these situations by providing effective responses. 

In these cases, empathy is essential to positively manage the client’s emotions.

9. Secure a response. 

Sometimes, the customer has the option of leaving a message on voicemail or via email, to establish contact or request an immediate solution. If your company offers this possibility, you must implement the necessary measures to address these pending queries.

10. Channel to the next phase of attention. 

There are cases in which the client’s problem requires being transferred to another company specialist to be resolved. It is important to communicate the situation to the client, in addition to seeking to reduce waiting times during the call as much as possible.

The importance of the telephone service protocol

In this post, we have talked about the basic aspects that make up telephone etiquette, which must be covered by each of the members of the sales team that make up the telephone channel. 

As we have said, these may not be the only rules that come into play in the customer service process, since they directly depend on the specifications of each business and its line of business.

But what is clear is that its proper use will ensure the efficiency of your company’s entire telephone channel, which directly impacts the level of professionalism of both you and your team, the image of your company, and the loyalty of your clients.