Tune-Up Your Telephone Manners

Lana J. Chandler
April 16, 2009 | COMMENTS

Proper telephone manners give you a winning edge. You project a more professional image. People feel better doing business with you and your financial institution.

Avoid these big blunders when talking on the telephone:

• Don't keep someone on hold for a long time. Check back with the person and ask if they would mind holding.
• Don't eat or drink while you're talking on the telephone. Many times people on the other end of the telephone have never met you. Their impression of you is based entirely on what they hear. If they hear clicking, gum chewing, or drinking, that is their impression of you.
• Don't call the person dear, honey, or sweetie. Many people find these terms demeaning.
• Don't use slang or “non-words” such as yeah or uh-huh.
• Don't use technical jargon. This includes acronyms like APY.
• Don't interrupt the caller. Listen to what the person is saying.
• Don't hide behind voice mail. Check your messages regularly and promptly return priority calls.

Do encourage these winning behaviors:

• Answer by no later than the third ring.
• Identify yourself and your financial institution.
• Sound confident, enthusiastic, and attentive.
• Use the caller's name at least twice during the conversation.
• Be courteous, even if the caller is irate.
• Give the caller your undivided attention.
• Ask permission to place the caller on hold.
• Make distinct pauses when quoting facts or numbers. Assume the person is writing down the information.
• Close the call by thanking the person for doing business with you.

This story appeared in Branch Manager's Letter at www.branchmanagersletter.com and is reprinted with permission. Contact publisher Lana J. Chandler at 304-343-0206 or Lana@BranchManagersLetter.com.