How to Talk Professionally on the Phone

You need to ask permission and wait for the caller’s response before letting them hang up. The big problem with many companies is keeping callers waiting too long. No one has the patience and time to wait. People tend to think they are waiting twice as long as they actually are. Try to switch phones as quickly as possible to avoid hearing the angry voice on the other end of the line when you return!

You need to make sure that the person receiving the call wants to pick up the phone. If the caller wants to see a specific person, you can say that you will “tell that person” before you put the other end on hold. Then check to see if the recipient is busy and ready to answer the phone. If not, you need to record the detailed message.

Address properly. Whether the caller is male or female, young or old, you should always address yourself properly. In Vietnam, calling the other party “brother” and “em” is the most appropriate. If the other end is a male voice, you can call him “bro”, then add the name when you have the information. Similarly for female callers, you need to call them “sister” along with their first name. In a special case, if the customer actively calls himself “aunt/uncle __”, you should also be sensitive and respond by calling “son” right away. In addition, “yes/yes” are sympathetic words that you need to pay attention to.

Pay attention to the voice. Through the tone of your voice, the other end of the line can know your intentions. When talking on the phone, your voice conveys more meaning than the actual words you say. The secret to speaking professionally on the phone is to smile!

• This view strongly influenced the senior manager of the call center, and he placed a small mirror at each operator’s desk to remind him, “What you see is what customers hear!”

Call the caller’s name whenever possible. This creates intimacy and shows that you are listening. “Sorry, Mr. Khai, Ms. Diem is in a meeting, so she can’t answer the phone. Mr. Khai can leave a message, I will notify Ms. Diem as soon as the meeting is over.”

Introduce yourself before calling others. For example, you can say: “Hello, Ms. Diem, this is Ngan”. However, do not talk at length, but go straight to the point and leave out unnecessary details.

End the call professionally. In a sincere voice, say, “Thanks for calling. Have a good day!”

Practice active listening skills. Don’t argue or interrupt the customer even if they have a misunderstanding or you know what the caller will say next. Let them say whatever is annoying. Listening plays a big part in building relationships and helping the speaker to quickly calm down. ^[1]

Lower your voice and speak slowly. If the customer starts to raise his voice, slow down in a calm tone. A calm demeanor (as opposed to agitated or aggressive) is very effective in calming someone down. No matter how angry or upset the other person is, you just need to maintain a peaceful attitude and they will gradually calm down.

Build relationships based on empathy. Put yourself in the customer’s shoes and show that you are listening to their complaints or frustrations. Do this from one side and the other end will calm down. This is called “verbal nodding” and will help the caller feel understood.

Don’t get upset or angry. If the customer insults or curses, take a deep breath and continue talking as if you didn’t hear it. Responding in the same way not only doesn’t solve the problem, but also escalates tensions. Instead, you can remind your customers that you are here to support and help solve their problems. Usually this will defuse the situation. ^[2]

Avoid taking it personally. You need to follow the problem closely and not take it for granted, even if the customer does. Note that the customer doesn’t know you, they just take their anger out on the representative (you). Slowly steer the conversation back to the problem and how you intend to solve the problem, and try to ignore personal comments.