The Importance of Telephoning in Business and its Etiquette | Bài thảo luận tiếng anh thương mại

THUONG MAI UNIVERSITY ENGLISH FACULTY
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ASSIGNMENT FOR DISCUSSION
COURSE: BUSINESS ENGLISH 2.1 TOPIC:
The Importance of Telephoning in Business and its Etiquette
Lecturer: Hoang Thi Thuy
Class: 241_ENPR5211_01 Group: 06
Members: 1. Trần Đức Anh (leader) 2. Trần Hoàng Ninh 3. Trần Thùy Linh 4. Trần Anh Thư 5. Lương Ngọc Mai
Hà Nội, 20 November 2024 1 Dear Ms. Hoang Thi Thuy,
We would like to express our sincere gratitude for giving us the opportunity to
research and present on the topic "The Importance of Telephoning in Business and its
Etiquette." Through this presentation, we have gained a deeper understanding of the
significance of telephone communication in a professional business environment.
We were particularly impressed by the knowledge you shared regarding active
listening skills, building relationships over the phone, and professional communication
etiquette. This knowledge has not only helped us successfully complete our
presentation but has also equipped us with essential communication skills for both our
personal and professional lifes.
We are truly grateful for the insightful and informative lessons we have received under
your guidance. Your support has motivated us to continue learning and exploring new knowledge.
We wish you all the best in your future endeavors and hope you continue to enjoy good health and happiness. Sincerely, Group 6. 2
MEMBERS EVALUATION TABLE STT Student ID Members Task Evaluation 02 22D170011 Trần Đức Anh Content + Word +
Finish by the deadline, observe, (leader) Powerpoint
revise, and offer suggestions on the outline.
25 22D170120 Trần Thùy Linh Content + Finish by the deadline Powerpoint
30 22D170133 Lương Ngọc Mai Content +
Finish by the deadline and offer Powerpoint suggestions on the outline.
36 22D170186 Trần Hoàng Ninh Content + Finish by the deadline Powerpoint 47 22D170234 Trần Anh Thư Content + Finish by the deadline Powerpoint 3 Table of Contents
Part 1. Introduction.............................................................................................6
Part 2. Development............................................................................................6 1.
An overview of telephoning in business.................................................6 2.
The definition of telephone communication in business......................6 3.
Impacts on business relationships..........................................................7 3.1.
Positive impacts........................................................................................7 3.1.1.
Building Rapport and Trust................................................................7 3.1.2.
Effective Problem-Solving and Decision-Making..............................7 3.1.3.
Strengthening Client Relationships.....................................................7 3.1.4.
Internal Team Collaboration...............................................................8
3.2. Negative Impacts..................................................................................8
3.2.1. Time Constraints..................................................................................8 3.2.2.
Lack of Documentation........................................................................8 3.2.3
Communication Barriers.....................................................................8 4.
The Importance of Telephoning in Business.........................................9 4.1.
Building and Maintaining Relationships................................................9 4.1.1.
Make a good first impression..............................................................9 4.1.2.
Personal Connection.............................................................................9 4.1.3.
Building Loyalty...................................................................................9 4.1.4.
Networking and Collaboration..........................................................10 4.2.
Effective Communication......................................................................10 4.2.1.
Clear and Concise Communication...................................................10 4.2.2.
Immediate Interaction........................................................................10 4.2.3.
Follow-up Calls...................................................................................11 4.2.4.
Time and cost saving..........................................................................11 4.3.
Professional Image.................................................................................11 4.3.1.
Voice is more authentic and direct than email.................................11 4.3.2.
Expertise and Knowledge..................................................................12 4.3.3.
Handling Difficult Conversations......................................................12 4.3.4.
Expressing corporate culture.............................................................12 5.
Telephoning etiquette............................................................................13 5.1.
Preparing before a call..........................................................................13 5.1.1.
Gather information............................................................................13 4 5.1.2.
Clear objective....................................................................................13 5.2.
Making a professional call.....................................................................14 5.2.1.
Friendly greetings...............................................................................14 5.2.2.
Using proper language and tone........................................................14 5.3.
Ending a call politely.............................................................................14 5.3.1.
Summarizing key points.....................................................................14 5.3.2.
Proper goodbye...................................................................................15 6.
Benefit and drawbacks Telephoning in Business................................15
6.1. Benefits...................................................................................................15 6.1.1.
Real-time Communication.................................................................15 6.1.2.
Personal Connection...........................................................................15 6.1.3.
Quick Response Times.......................................................................16 6.1.4.
Accessibility to information...............................................................16
6.2. Drawbacks..............................................................................................16 6.2.1.
Time Constraints................................................................................16 6.2.2.
Lack of Written Record.....................................................................16
6.2.3. Interruptions.......................................................................................17 6.2.4.
Limited of Visual Cues.......................................................................17 6.2.5.
Technical Difficulties..........................................................................17 7.
Strategies for telephoning in business.................................................17 7.1.
Active Listening.....................................................................................17 7.2.
Use Descriptive Language.....................................................................18 7.3.
Schedule Calls Efficiently......................................................................18 7.4.
Be Brief and Efficient............................................................................18 7.5.
Follow-Up Promptly..............................................................................18
Part 3. Conclusion.............................................................................................19 1.
Reviewing all main points.....................................................................19 2.
Ending the presentation........................................................................19
REFERENCES..................................................................................................20 Part 1. Introduction 5
In an era dominated by digital communication, the art of telephoning might seem
antiquated. Yet, the telephone remains an indispensable tool in the business world,
offering a unique blend of immediacy, personalization, and nuance that digital
platforms often lack. This essay will delve into the significance of telephoning in
business, exploring its role in building relationships, resolving issues, and driving
success. Additionally, we will examine the crucial aspects of telephone etiquette, emphasizing its impact
on professional image and customer satisfaction. By
understanding the power of telephoning and mastering its etiquette, individuals can
elevate their business interactions and achieve greater success. Part 2. Development
1. An overview of telephoning in business
Telephoning, while often overshadowed by digital communication, remains a vital tool
in modern business. It offers a unique blend of immediacy, personalization, and
nuance that digital channels often lack. Effective telephoning can significantly impact
business relationships, client satisfaction, and overall productivity. By mastering the
art of telephoning, professionals can build rapport, resolve issues promptly, and
convey complex information with clarity. However, it's crucial to adhere to proper
etiquette to ensure positive outcomes. This includes timely responses, clear and
concise communication, active listening, and respectful language. By understanding
the importance of telephoning and practicing good etiquette, individuals can elevate
their professional interactions and achieve greater success.
2. The definition of telephone communication in business
Telephone communication in business is a method of communication that utilizes
telephone technology to connect individuals and organizations. It involves verbal
interactions, often in real-time, to exchange information, discuss ideas, make
decisions, and build relationships.
This form of communication can be used for various purposes, such as sales and
marketing, customer service, internal communication, external communication, and
negotiations. For instance, businesses can use telephones to make sales calls, conduct 6
market research, provide customer support, address customer inquiries, resolve
complaints, provide technical assistance, coordinate projects, share information, make
decisions, build relationships with clients, partners, and suppliers, and negotiate
contracts, pricing, and other business terms.
3. Impacts on business relationships 3.1. Positive impacts
3.1.1. Building Rapport and Trust
Building rapport and trust is paramount in business as it forms the bedrock of
successful relationships. When individuals establish rapport, they create a sense of
connection and mutual understanding, facilitating open and honest communication. Trust,
on the other hand, is the foundation
upon which reliable and long-lasting
partnerships are built. It enables businesses to collaborate effectively, share
information openly, and resolve conflicts amicably. By investing time and effort in
building rapport and trust, organizations can cultivate strong client relationships, enhance team collaboration
3.1.2. Effective Problem-Solving and Decision-Making
Effective problem-solving and decision-making in business are crucial for
organizational success, as they enable leaders and teams to address challenges, seize
opportunities, and maintain competitive advantages. These processes require a
structured approach, including identifying the root causes of issues, gathering and
analyzing relevant data, and exploring multiple solutions. Successful decision-makers
must also consider both short- and long-term implications, balancing risks and rewards to make informed choices.
3.1.3. Strengthening Client Relationships
Strengthening client relationships is a cornerstone of business success, as it fosters trust, loyalty, a
nd long-term partnerships. To build strong connections,
businesses must prioritize clear and consistent communication, ensuring clients feel
heard and valued. Personalizing interactions and understanding each client’s unique
needs, preferences, and challenges can help tailor solutions and demonstrate genuine care for their success.
3.1.4. Internal Team Collaboration 7
Internal team collaboration in business phone communication is essential for
ensuring efficiency, consistency, and professionalism when interacting with clients or
handling operations. Effective collaboration begins with clearly defined roles and
responsibilities so team members understand who handles specific tasks or client
inquiries. Establishing shared guidelines for phone etiquette, tone, and messaging
ensures consistency across the team and reinforces the organization’s brand image.
Utilizing collaborative tools, such as shared CRM systems or call logs, allows for
seamless information sharing, reducing misunderstandings and ensuring everyone stays informed. 3.2. Negative Impacts 3.2.1. Time Constraints
Time constraints in business telephoning ca n pose significant challenges,
affecting productivity and workflow. Phone calls often require immediate attention,
disrupting planned tasks and forcing employees to shift focus, which may lead to
decreased efficiency. Lengthy or unplanned calls can consume valuable time that
could have been allocated to other critical activities. Additionally, coordinating
schedules for calls, especially across different time zones, can delay communication and decision-making
3.2.2. Lack of Documentation
Without proper documentation, important details may be forgotten, leading to
errors, inconsistencies, or disputes over commitments. This absence of a written trail
can hinder accountability, making it difficult to verify facts or track the progress of
tasks and agreements. Additionally, relying solely on memory for follow-ups can
result in missed opportunities or delays, particularly in fast-paced business environments.
3.2.3. Communication Barriers
Communication barriers in business phone interactions can significantly impact
the clarity and effectiveness of conversations. These barriers often stem from factors
such as language differences, accents, or unfamiliar terminology, making it difficult
for parties to understand each other fully. Poor call quality, including static, dropped
calls, or background noise, further complicates communication by distorting messages. 8
For example, language differences can create misunderstandings when a client
with limited English proficiency struggles to comprehend industry-specific jargon or
technical terms. A customer service representative explaining a complex billing issue
to a non-native English speaker might inadvertently confuse the client by using
phrases like "pro rata" or "rollover balance.
4. The Importance of Telephoning in Business
4.1. Building and Maintaining Relationships
4.1.1. Make a good first impression
In the modern business environment, making a good first impression over the
phone is extremely important. Making a good first impression over the phone not only
benefits the customer, but also contributes to the success of the business. The first call
is not only an opportunity to introduce oneself and the organization but also a chance
to demonstrate professionalism and a friendly attitude. A confident, clear, and polite
voice can help build trust from the very first moment, laying the foundation for a long- term relationship.
Furthermore, the ability to listen and respond quickly is also a decisive factor,
showing respect for customers and partners. Therefore, thorough preparation and
attention to detail during the call will enhance the company's image, thereby attracting
and retaining customers more effectively.
4.1.2. Personal Connection
In an increasingly digital world, building personal relationships remains
paramount to business success. A simple phone call provides a great opportunity to
connect with customers on a deeper level. When we listen, understand, and care about
our customers, we not only build trust but also create lasting relationships. This not
only helps us increase sales but also contributes to building a strong and reputable brand.
Although modern communication tools like email or messaging can be quick
and convenient, phone calls facilitate direct interaction, providing an opportunity to
show care and concern for the listener. A phone conversation, with its voice and tone,
can convey emotions and sincerity that text often struggles to replace. 4.1.3. Building Loyalty 9
A phone call is not only a communication tool but also a bridge to build
customer loyalty. Through each call, businesses have the opportunity to show sincere
concern, solve problems quickly and effectively. This helps customers feel heard and
appreciated, thereby creating a strong bond between businesses and customers. Loyal
customers not only bring stable revenue but also introduce products/services to others,
contributing to building a positive and sustainable brand image.
Additionally, through these direct interactions, businesses can gather valuable
feedback, which can improve products and services and better meet customer needs.
All these factors contribute to building strong loyalty, thereby promoting sustainable growth for the business.
4.1.4. Networking and Collaboration
The phone is not only a communication tool but also a bridge to build
cooperative relationships. Through calls, businesses can connect with potential
partners, expand relationships, and seek new collaboration opportunities. When
making proactive calls, businesses not only introduce products or services but also
demonstrate a willingness to grow together a
nd share opportunities. Building
relationships over the phone helps enhance trust, laying the foundation for long-term and successful partnerships.
Additionally, calls are an effective means of maintaining regular
communication, updating work progress, and quickly resolving emerging issues.
Therefore, using the phone skillfully and professionally will create a vast network of
connections, thereby promoting collaboration and growth in business.
4.2. Effective Communication
4.2.1. Clear and Concise Communication
Clear and concise communication during phone calls is an important factor that helps
save time and enhance work efficiency in business. When making a call, conveying
information accurately, understandably, and without rambling will help the listener
quickly grasp the content and purpose of the call. In a business environment, time is a
valuable resource, so presenting information directly and succinctly shows respect for
the conversation partner and helps avoid unnecessary misunderstandings.
4.2.2. Immediate Interaction 10
Unlike other communication methods such as email or messaging, phone calls
allow businesses and customers or partners to exchange information quickly and
directly. This helps to address urgent issues, clarify questions, or make important
decisions immediately without having to wait for a response. This instant interaction
not only saves time but also minimizes the risk of misunderstandings, as the listener
can ask questions right away and receive direct feedback. 4.2.3. Follow-up Calls
After a meeting or important email exchange, a follow-up phone call can be an
excellent way to confirm details, provide further information, or simply check in. This
helps ensure that no crucial points are overlooked, and it shows the other party that
you are committed to maintaining open lines of communication.
4.2.4. Time and cost saving
In the fast-paced world of business, effective communication is essential for
decision-making, problem-solving, and maintaining relationships with clients, suppliers, and colleagues.
Telephoning eliminates the need for long, back-and-forth written exchanges and
reduces delays, especially when quick clarification or action is required. It avoids the
need for travel expenses or physical meetings, especially for businesses with global
operations. Additionally, it allows companies to maintain ongoing communication
without the high overhead associated with in-person meetings, accommodation, or transport 4.3. Professional Image
4.3.1. Voice is more authentic and direct than email
In an era dominated by digital communication, the power of the human voice is
often overlooked. While emails and instant messaging offer convenience, they lack the
authenticity and directness of a phone call. A voice conversation allows for immediate
feedback, nuanced expression, and the building of rapport. When communicating over
the phone, the emotions and tone of the speaker can be clearly conveyed, allowing the
listener to sense the sincerity and seriousness of the message.
This creates a stronger connection compared to emails, where information is
only transmitted through text and lacks emotional elements. Hearing the caller's voice
helps minimize the risk of misunderstandings, especially in complex situations or 11
when detailed explanations are needed. Additionally, direct communication over the
phone demonstrates respect for the other person, creating a sense of closeness and
making it easier to establish a trustworthy relationship.
4.3.2. Expertise and Knowledge
Using professional language and in-depth knowledge of products/services
during phone calls helps affirm the position of individuals and businesses. Speaking
directly with someone allows the speaker to convey a deeper level of knowledge and
professionalism that might be lost in written communication. A well-informed phone
conversation allows individuals to address complex issues quickly, clarify doubts, and
offer tailored solutions. Through phone calls, salespeople can advise customers in
detail and specifically, thereby convincing customers to make a purchase decision.
4.3.3. Handling Difficult Conversations
In business, many difficult conversations revolve around negotiating solutions to problems—whether it's
resolving a contractual dispute, managing performance
expectations, or addressing a customer’s dissatisfaction. Telephoning allows both
parties to engage in problem-solving collaboratively. Through active listening and
immediate responses, phone conversations facilitate a back-and-forth dialogue where
compromises can be reached more quickly. Whether it's offering a refund, negotiating
new terms, or providing an alternative solution, phone calls make it easier to discuss
the options and come to an agreement that benefits both parties.
Moreover, a phone call allows us to gauge how the conversation is progressing
and adjust our approach flexibility in real time. For example, if a client is unhappy
with a service or product, a phone call provides the opportunity to address their
concerns right away, offering reassurances, explanations, or solutions. Unlike email or
text, where tone can be easily misinterpreted, the human voice conveys empathy,
sincerity, and understanding, which can help defuse tension and prevent further escalation.
4.3.4. Expressing corporate culture
Corporate culture is about more than just policies and procedures; it's about the
people, the values they uphold, and the way they interact with each other and with
clients or customers. Telephoning humanizes the brand and allows employees to
demonstrate the company’s core values in a personal and direct way. For example, 12
when a customer calls a company, the first thing they hear is the employee's voice. If
that voice sounds cheerful, enthusiastic and ready to help, the customer will feel
welcome and trust the company's service. On the contrary, if the voice sounds
indifferent and unprofessional, the customer will have a bad impression and may
switch to choosing competitors.
In a company with a culture of transparency, employees are encouraged to pick
up the phone to discuss issues directly rather than hiding behind emails or formal
memos. Whether discussing feedback, resolving conflicts, or providing updates on
company initiatives, phone calls facilitate clear and honest conversations. This
openness reinforces a culture where employees feel comfortable sharing ideas and
problems, creating a more trusting and collaborative work environment. In conclusion,
through phone conversations, companies can communicate their values, reinforce
professional standards, and demonstrate responsiveness, empathy, and collaboration.
Whether interacting with clients, partners, or colleagues, phone calls allow businesses
to showcase their culture in a way that is personal, immediate, and impactful.
5. Telephoning etiquette
5.1. Preparing before a call
5.1.1. Gather information
Before making a call, it is crucial to gather all necessary information. This
preparation helps avoid wasting time searching for details during the conversation. For
instance, if you are calling to schedule an appointment or address a work-related issue,
ensure you have relevant materials, such as schedules, data, or specific addresses,
readily available. This not only improves efficiency but also demonstrates professionalism.
It is important to have a ready script for each type of caller. It means a template
for answering and re-questioning customers in case they have similar questions. Besides,
you should have available information sources (such as user manuals,
extensions for different departments, CRM systems, etc.) to be able to answer customer questions quickly. 5.1.2. Clear objective
In addition to gathering information, having a clear objective for the call is
vital. A clear goal allows you to stay focused and avoid unnecessary distractions or 13
prolonged discussions. It can also help the caller anticipate potential questions or
challenges. For example, if the goal is to confirm a meeting date, the caller should
have multiple options ready and verify the recipient’s availability.
5.2. Making a professional call
5.2.1. Friendly greetings
If you start a business call with a friendly greeting, introducing yourself and
your business clearly, it will leave the customer with a positive impression of you. A
polite greeting not only shows respect but also helps set a comfortable tone for the conversation.
Besides, if you are the one receiving the phone, you should answer the phone as
quickly as possible. Most callers will hang up if the phone is not answered after the
fourth or fifth ring. Hence the three-ring rule. In particular, they will not have the
patience to wait for more than a few rings, especially when they can take their business
elsewhere. Prompt answering also makes a good first impression and shows that the
call is important to you. And if you’re dealing with customer support requests, the
longer you keep callers waiting, the more frustrated they become.
5.2.2. Using proper language and tone
If you have a call with a customer, you should pay more attention to the tone
and language you use during the phone conversation.
The language used during a business call should be formal yet approachable.
Slang, jargon, or overly casual phrases should be avoided. Using slang and swearing
when talking on the phone with friends may be acceptable, but this type of language
can cost you customers for life. You must always be mindful and respectful when
talking to customers on the phone because you never know what you say might make
the customer feel uncomfortable, so it's best to use formal language when calling with your customers.
Additionally, the attitude is conveyed through the tone you adopt to talk; it
should convey respect and clarity. Speaking too quickly or too softly can lead to
misunderstandings, so a calm and measured pace is ideal.
It’s crucial to maintain a positive tone and polite language throughout the
conversation, regardless of how rude the caller might be. Do not be tempted to speak
back or yell at the caller. Maintaining a friendly, polite, and calm tone can defuse a 14
volatile situation. It shows you’re willing to understand the caller and resolve their issue.
5.3. Ending a call politely
5.3.1. Summarizing key points
Before ending the call, it is beneficial to recap the main points discussed. This
ensures that both parties are aligned on any action items or agreements made and
shows that your business is customer-centric, always listening and meeting all
customer requests. For example, you might say, "So, we have agreed that the meeting
will take place tomorrow at 10 a.m., correct?" This step ensures mutual understanding
and clarifies any next steps or agreements. 5.3.2. Proper goodbye
Finally, you should end the call with a polite farewell, such as: "Thank you for
your time. Have a great day!" or "I look forward to speaking with you again soon." A
warm goodbye leaves a positive impression and helps maintain good relationships in the future.
6. Benefit and drawbacks Telephoning in Business 6.1. Benefits
6.1.1. Real-time Communication
Telephoning allows for real-time conversation, which can be crucial for urgent
matters. By leveraging advanced communication tools, businesses can foster more
efficient exchanges of ideas and information, leading to accelerated decision-making
processes and streamlined project execution. Reduces geographical barriers, allowing
teams to transcend physical distances and collaborate seamlessly across time zones.
By embracing these technologies, businesses can optimize productivity and
innovation, fostering a dynamic work environment where creativity thrives and projects flourish.
6.1.2. Personal Connection
Hearing someone's voice can create a stronger connection than written
communication. The nuances in tone, pitch, and pace can convey emotions and
intentions more effectively, helping to build trust and rapport. 15
During a phone call, you can gauge the other person's reactions in real-time and
adjust your approach accordingly. This immediate feedback loop can lead to more
effective and meaningful conversations.
When dealing with misunderstandings or conflicts, a phone call can be more
effective than emails or messages. The ability to discuss issues directly and hear each
other's perspectives can lead to quicker and more amicable resolutions. Effective Clarification
During a phone call, you can ask follow-up questions and get instant responses.
This real-time interaction helps in clarifying doubts and ensuring that both parties are on the same page.
Phone conversations allow for a dynamic exchange of ideas. You can quickly
address any misunderstandings, rephrase questions, and provide additional context as
needed, making the communication more effective.
6.1.3. Quick Response Times
When you need information or a decision quickly, a phone call can provide
immediate answers. This is particularly useful in fast-paced business environments where time is of the essence.
Quick decisions can be made over the phone without the delays associated with
email exchanges. This can speed up processes and improve overall efficiency.
6.1.4. Accessibility to information
Mobile phones have revolutionized the way businesses operate, and one of the
significant advantages of mobile phones in business is improved accessibility to
information. Employees can access information from anywhere, at any time, and stay
connected with their colleagues and clients. Allow businesses to stay competitive by
enabling employees to respond to customer inquiries promptly, access critical data,
and make informed decisions. Mobile phones have made it easier for businesses to
manage their operations remotely, reducing the need for physical presence in the office. 6.2. Drawbacks 6.2.1. Time Constraints 16
Both parties need to be available at the same time for a phone call, which can be
challenging, especially with busy schedules. This can lead to delays in communication
if a suitable time cannot be found quickly.
Unlike emails, which can be drafted and edited at your own pace, phone calls
require you to be prepared to discuss topics on the spot. This can be challenging if you
need to gather information or organize your thoughts beforehand.
6.2.2. Lack of Written Record
Without a written record, you have to rely on memory to recall details from the
conversation. This can lead to forgotten or misremembered information, which can be
problematic for important discussions. 6.2.3. Interruptions
Frequent interruptions can lead to increased stress and anxiety, as you may feel
pressured to respond immediately. This can affect your overall well-being and job satisfaction.
When interrupted, you might not be fully attentive to the phone call, leading to
potential misunderstandings or incomplete information exchange.
6.2.4. Limited of Visual Cues
Without visual cues, it can be challenging to interpret the speaker's tone
accurately. For example, sarcasm or humor might be misunderstood, leading to potential miscommunication.
Visual cues help keep participants engaged in a conversation. Without them, it
can be easier for attention to drift, especially during longer calls.
Building a personal connection can be more challenging without the aid of
visual cues. Eye contact, smiles, and other non-verbal signals play a significant role in
establishing trust and rapport.
6.2.5. Technical Difficulties
Issues like static, dropped calls, or poor audio quality can disrupt
communication and make it difficult to understand each other. This can lead to
frustration and miscommunication.
Problems with phones, headsets, or other equipment can interrupt calls and
require time to troubleshoot and fix. This can be particularly problematic during
important or time-sensitive conversations. 17
Phone calls can be vulnerable to eavesdropping or interception, especially if not
using secure lines. This can be a concern for sensitive or confidential business discussions.
7. Strategies for telephoning in business 7.1. Active Listening
Give the customer your full attention during the call. This means avoiding
distractions, taking notes, and using verbal cues like " I see," or "I understand," to
show that you are engaged. Repeating or paraphrasing the customer's concerns can
also help ensure clarity and demonstrate that you are listening carefully.
Benefit: Active listening builds rapport, makes the customer feel valued, and
helps accurately identify their needs or issues.
7.2. Use Descriptive Language
Strategy: Since the customer cannot see your facial expressions or body
language, using clear and descriptive language is crucial. Provide specific details when
explaining solutions, next steps, or product features. Avoid jargon or complex terms,
and instead use simple, easy-to-understand language to ensure the customer fully grasps the information.
Benefit: Descriptive language helps in conveying ideas clearly, reduces
misunderstandings, and improves the customer’s overall experience.
7.3. Schedule Calls Efficiently
Strategy: Whenever possible, schedule calls in advance at a time that is
convenient for the customer. This shows respect for their time and ensures they are
prepared for the conversation. If a call is unexpected, asking if it's a good time to talk
can also help set the stage for a productive conversation.
Benefit: Efficient scheduling minimizes disruptions and increases the likelihood of a focused, effective call.
7.4. Be Brief and Efficient
Strategy: Get to the point quickly by outlining the purpose of the call at the
start. Stay focused on the main issues, avoiding unnecessary small talk unless it is part
of building rapport. Be concise in your explanations, and aim to resolve the customer's inquiry or issue promptly. 18
Benefit: Being brief and efficient respects the customer’s time and helps create
a positive experience, especially when dealing with busy clients. 7.5. Follow-Up Promptly
Strategy: After the call, send a follow-up email summarizing the key points
discussed, any action items, and the next steps. If any issues remain unresolved,
provide a timeline for when the customer can expect a response. Following up shows
professionalism and a commitment to ensuring customer satisfaction.
Benefit: Prompt follow-ups reinforce the relationship, provide clarity, and help
in maintaining trust by showing that you take the customer's concerns seriously. Part 3. Conclusion
1. Reviewing all main points
In conclusion, while digital communication has revolutionized the way we interact, the
telephone remains an indispensable tool for businesses. Its ability to foster personal
connections, build rapport, and resolve issues efficiently cannot be overstated. By
mastering the art of telephoning, professionals can enhance their communication skills,
strengthen relationships, and drive business success. Embracing the power of the
human voice and adhering to telephoning etiquette will ensure that this traditional
form of communication continues to play a vital role in the modern business landscape.
2. Ending the presentation
We’ve finished our presentation, thank you for listening, and we hope with today’s
presentation everyone will have broaden your knowledge. 19 REFERENCES
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