Q&A for How to Speak Professionally on the Phone

Do not overthink it. Take deep breaths and remember you are not going to see this person face to face.

Learn to speak with genuine compassion, so they feel that you care about their feelings or problem. Check with your boss for how to handle specific customer concerns.

Be polite, first of all. Make sure you let the client or person you're calling know who you are and what company you work for. Tell them why you are calling and never sound impatient.

Put yourself in the customer's shoes. Bear in mind that it is your job to deliver service that will satisfy the customer's expectation, no matter how polite or irate they are. Try to understand them, listen and look for solutions that could be helpful solving their problem.

It really depends on the situation and where you're working. Most workplaces have policies about these things, and you should be able to ask your boss if you have one. Generally, it should be fine to take care of whichever one came first. If you need to answer a phone call, you can say excuse me to the customer in front of you and answer it.

Introduce yourself by name and ask to speak to Mr./Ms. So-and-so.

Take a deep breath and think before you speak.

Greet with Good morning/afternoon/evening, say you've reached 'name of business'. how can I help you? Or ask for the business's phone protocol. Some places like you to announce your name as well.

As everyone should with all professional calls, be polite and to the point. If you are calling in, make sure to note their name. And if they are unwilling or unable to help, ask for their employee ID or badge number politely. Then ask for the name and direct number or extension to their supervisor.

Just don't talk to or treat them in a different way because of their gender. Talk to them the same way you would to a professional of your own gender.

You can apologize and say that your call was disconnected, but that you would like to resume what you were talking about in a prompt manner.

You could simply say, "Sir, please consider a call back from us because the person you want or need to talk to isn't available right now. Can I get your name and contact number? Thank you."

First, try to be a good listener. Once you understand what exactly his query or concern is, say something like, "I understand your concern, and I will do my best to help you with this." Always try to put yourself in the customer's shoes and imagine how you would like to be treated.

Do everything in your power to ensure that poor physical health is not contributing to your problems with anxiety. Exercise on a regular basis (including cardiovascular exercise and weight training) and eat a healthy, balanced diet. Do your best to stay away from caffeine and alcohol. Drink chamomile tea to soothe your nerves.

"Hello, I'm calling to request copies of files related to a student who attended your school. I'm calling from [the name of your school] and [he/she] has just transferred here." They will probably then ask for the student's name. Make sure you have your address or fax number handy for them. When the transaction is complete, thank them for their time and assistance.

Simply say, "Let me transfer you to my colleague, who can better answer your question."

Be prepared and confident with your technical information and deliver to clients in a polite way so the client is happy with your details. Making small personal talk will benefit you both in building the relationship.

Ask, "Do you fully understand what you are saying?" to be sure. Do not always assume they know because they do not always believe it or not.