Skip to main content

How can I improve my business telephone manner in 2022?

How can I improve my business telephone manner in 2022?
Click to enlarge
How can I improve my business telephone manner in 2022?
Siobhan Stirling - Sharp Minds Communications for Capital Space by Siobhan Stirling - Sharp Minds Communications for Capital Space
Owner/Director - Sharp Minds Communications Ltd

Even in the age of instant message support, website live chats and social media, speaking on the phone is still a big part of running a business in 2022. A good business telephone manner can be the difference between landing a high-value client and missing out on opportunities. If your telephone skills need brushing up, here are five tips to help.

Practise speaking on the telephone

We know that practice makes perfect and it’s no different for business phone calls. You could try roleplaying with a colleague to get more confident on the phone. But also, make a point of replacing longer emails with phone calls and start reaching out to potential clients. Begin with those that you have already had some contact with as the calls will be easier to navigate.

Be comfortable with silence on the phone

As awkward as it sounds, silence during a phone call can be a good thing – especially if you are trying to sell a product or service. The client will almost always fill the gap and reveal extra information that could help you understand their problem and allow you to position your solution. Becoming comfortable with silence will come with practice. But it really helps to know how important that pause is for gaining information.

Speak clearly and confidently during a call

The more calls you take as a business owner, the more you’ll become familiar with certain responses. If you can predict the direction of a conversation or have heard the same response before then you’ll sound more confident in your reply. As a starting point, having some form of script will help you guide the conversation towards the end goal. Keep a printed copy near your desk so you have it on hand whenever a call comes in.

Have a friendly tone for customers who call

Callers will remember pleasant interactions. People feel good about great customer service and often make a point of telling friends and family about the experience – which is great for your business. Ask the caller how they are and thank them for calling your business. This shows you value them, even if they haven’t made a purchase yet. Speaking with a smile can be helpful too and the caller will be able to pick up on your mood and feelings.

Use professionals to answer your phone calls

At Capital Space, we offer call answering services to all of our customers across our nine business centres. If you are often out of the office this could be the best option for you to manage incoming enquiries. Our friendly and professional staff can take messages and forward emails with the information, leaving you to contact callers when you are fully prepared.

To find out how Capital Space could benefit your growing business,
call 0800 107 4667 or email