When working in business, many interactions are based solely on the phone. Because of this, it’s crucial to have good telephone manners. Having proper etiquette over the phone helps display a level of professionalism. It also gives your clients an excellent first impression of the company that you represent. It helps them develop a level of trust in your organization and can build loyalty from the first time you say “hello!”
When you end a telephone conversation, it’s crucial that you keep up your professional demeanor right to the very end. This will leave a positive lasting impression on your clients. It will help them feel heard and understood and feel as though the issue you discussed was given high priority.
Some of the best ways to professionally end a phone conversation include:
- Summarize the conversation.
When the phone call comes to an end, it is essential that you ensure you have understood everything that has been discussed. Summarizing the key points of the conversation aloud gives you a chance to confirm all the information you have received and make sure it is accurate. It also provides the opportunity for you to make any further notes on the issue being discussed.
Try something like; “I understand that these are the main areas of concern…” or, “To confirm, the dates you are available for the next meeting are…”
- Give a heartfelt apology.
A regular part of business is dealing with people who are upset. Customers may have concerns or complaints, and you may have to be the person to deal with this information. One of the best ways of helping a client who is upset is to listen intently to what they have to say. In most cases, allowing them to feel heard and understood will work wonders towards devising a solution to their problem.
When this type of phone call ends, wrap everything up with a heartfelt apology. Let the client know that you understand their concern and apologize for the situation that they are in.
Try something like: “I am so sorry you have had to go through this. We will look into the situation immediately and get back to you with a proper resolution,” or, “Thank you for bringing this to our attention. I am extremely sorry that you have had to experience this. We will do everything we can to rectify this issue.”
- Provide your name.
It is common for people to provide their names at the beginning of a phone call. However, most times, by the end of the call, this name has been forgotten. By providing your name again at the end of a conversation, you are helping build a stronger relationship with the caller and adding a heightened personalization level.
Try saying this: “It’s been a pleasure speaking with you today. Once again, my name is _______, and I look forward to speaking with you again in the future,” or “Just a reminder, my name is ____________, and I’d be happy if you asked for me the next time you called.”
- Thank them for their call.
Saying thank you is an excellent way to show your clients they are appreciated. It is easy to remember and has a long-lasting impact.
Try saying: “Thank you so much for reaching out to us today, Mr./Mrs __________,” or “We really appreciate your call today. Thank you for getting in touch with us.”
- Ask if they have further questions or need assistance with any other matters.
After a lengthy phone conversation, it can be easy to forget to ask an important question. Far too often, we end the call and then remember something important we should have discussed. To prevent this, end your conversation by asking clients if they have any more questions. This will prompt them to remember anything they may be forgetting.
For example, try asking: “Do you have any other questions I can answer for you today?” or, “Do you need assistance with any other issues?”
- Let them know their business is appreciated.
The end of a phone call is a great way to let your clients know that their business is appreciated. After all, without them, your business wouldn’t be able to succeed. Take the opportunity before hanging up to tell them how much they mean to you.
Try saying something like: “Before I let you go, I want to make sure you know just how much (Company Name) values your business. Thank you for making us a success,” or “Thank you so much for your continued business. We are happy to have the opportunity to serve you.”
For many customers, a phone conversation is the only way they will ever personally interact with a company. For this reason, it is important to make a good impression. Ending the conversation on a positive, high note will leave a lasting impact on your clients. Take the time to train your staff on the importance of saying goodbye correctly and notice the difference it makes in the level of customer service you provide.
