How to talk on the phone with customers
In some companies, it is customary to be presented by name when answering incoming calls. Usually this applies to employees of call centers, support services and other service structures. But most often enough to mention the name of the company or unit.
The corporate standard of client-oriented companies often makes the questions "how can I help you?", "How can I help?" And the like. Again, this applies, in the first place, to service units.
If you called the customer, then you must introduce yourself. It is necessary to announce the name of the company, the rest of the set of identifiers (name and surname, position and others, for example, the operator's number) - depending on the corporate instruction or at personal discretion.
When the call comes from you, ask if it is convenient for the client to talk. If not, arrange to call at a more convenient time.
The essence of the case is brief, clear, ask questions, voice your suggestions. Listen carefully to the answers.
At the end of the conversation, apologize if your offer is not suitable for the client. Agree on interaction in the positive development of events. In any case, thank the interlocutor for your time.
If you answer the customer's call, listen carefully to what he wants. Solve the problem on your own, if that's in your competence, or redirect it by belonging.
If the customer is rude, insulting, threatening, this is not an excuse to answer him with the same coin. His behavior makes him worse than himself, not you. But the company can always use it against it in case of conflict. Your weapon is politeness and equanimity. By the way, this applies not only to business negotiations.