For most businesses, the telephone plays a major role in daily operations. The HVAC industry is no different, with technicians contacting dispatch, coworkers, and customers. As important as the phone is, it’s going to do more harm than good if you don’t know the difference between good and bad phone etiquette. Talking with someone on the phone is so much different from online or in-person communication. Click To Tweet
Crucial Telephone Etiquette Tips
Online, you have the time to draft a great response and think about what you are going to say before you send. On the phone, there’s no time to overthink. That’s where good phone etiquette comes in. Here are 5 tips to ensure a positive phone interaction:
- Identify Yourself
- Don’t Interrupt
- Be Friendly
- Always Have an Answer
- Speak Clearly and Slowly
1) Identify Yourself
HVAC technicians spend most of their time on the go, so you’ll most likely be taking calls on a cell phone. You still need to identify yourself at the beginning of the call. Answer with, “Hello, this is Tom” so that people know they’ve reached the right person, and don’t have to clarify.
2) Don’t Interrupt
Don’t interrupt the caller, either by talking, eating or pausing for too long. This shows that you don’t value their time or what they have to say.
3) Be Friendly
Try not to sound defensive, aggressive or pushy, especially if the call is from an unhappy customer. It’s important that your tone conveys authority and confidence, but is friendly and willing to help.
4) Always Have an Answer
Even if you’re unsure of the answer, you should always provide the caller with something. Even if you that’s just, “Let me clarify this with my supervisor and then call you back when I have an answer.”
5) Speak Clearly and Slowly
When you’re on the phone with a customer or coworker, avoid using broken phrases, slang or idioms. Speak clearly and slowly to keep from having to repeat yourself. And remember to always end the call with a pleasantry!
Using the Phone For Conflict Resolution
Are you dealing with a dissatisfied customer or an upset manager? Don’t send an email or text that could be misconstrued. Instead, connect with that person over the phone to prevent both parties from stewing over the matter on their own, which only makes things worse.
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