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1. Talking With Your Customers on the Telephone is Much More Personal

Next to talking to your customers face-to-face, a phone call is the best way to connect with them on a personal level. Speaking with them is much more personal than an email, text, or social media message. If you are looking to build rapport with your customers, then actually talking with them on the phone goes a long way to developing a solid relationship.

2. Tone is Very Important – Your Tone Can Come Through More Clearly on a Telephone

According to a study done by Dr. Albert Mehrabian, Professor Emeritus of Psychology, UCLA, there are three elements in any face-to-face communication: words, tone of voice, and body language. Mehrabian discovered that these three elements “account differently for our liking for the person who puts forward a message concerning their feelings: words account for 7%, tone of voice accounts for 38%, and body language accounts for 55% of the liking.”

Written communications only have words to convey a message which accounts for a very small percentage of effectiveness for building rapport with your clients. If you can add the advantage of tone of voice by talking with your customer on the telephone, you can greatly increase your effectiveness.

3. You Can Get an Immediate Response When You Talk on the Phone

If the person that you are calling is able to take your call right away then you can get an immediate response. Unlike emails, texting, and social media communications which rely on the person finding the time to respond to you, you can often get your question answered or conduct the business that you need to do, right away, without having to wait.

4. Leaving a Voice Mail is Usually Easier and Your Message is not Limited to a Number of Characters

If you are unable to reach the person that you are phoning, then you do have vocal backup: voice mail. Leaving a voice mail is much easier and faster than typing a detailed text message or email on a tiny keypad on your mobile device, and it doesn’t have the restriction of only using a certain number of characters like some social media sites such as Twitter.

Leaving a voice mail message also has the advantage of tone as well; you can sound as pleasant and accommodating as you would like in your message.

5. Sensitive Issues are Better Handled By a Telephone Call

Sensitive and confidential issues such as condolences and disciplinary problems should really be done using a personal phone call. If you take the time to make a call, you are saying that this issue is important and you are giving it the value that it deserves.

If you don’t give the opportunity for a two-way conversation when it comes to sensitive topics, then your message could be misinterpreted and also seem cold and uncaring. It is also important to remember that a text or email could inadvertently be seen by someone that shouldn’t see it perhaps due to the recipient’s settings, or sending it to a wrong recipient by mistake, or by forgetting that you have it up on your screen when a co-worker comes over to your desk.

6. Phone Calls are More Confidential Than Written Messages

Once a text or other written message has been sent, it can become a legal document that may be retrieved as evidence even long after it has been deleted. Even though some businesses monitor and record telephone conversations that take place between customers and employees for training purposes, you do need to be notified that it is being recorded.

Did You Know?

90% of the time there are savings to be found on your monthly bills.

7. You Can Use a Hands-free Device to Talk on the Telephone While Driving; You Can’t Text

If you need to communicate with your customers or co-workers while you are driving, the only option for you is to use “a cell phone with an earpiece, headset or Bluetooth device using voice-activated dialing”  according to the Ontario Ministry of Transportation.  It is illegal to text or send emails while you are driving.

8. Teleconferencing is a Cost-Effective Way to Communicate Within Your Company

Teleconferencing is a wonderful option to bring employees together from all over your organization, especially if you have remote offices. It can be done at a fraction of the cost of travelling to meetings and booking meeting facilities.

Each member of the call can use a toll-free number with an access code to join in the virtual conference room where you are able to interact effectively with the chairperson and other attendees. Often these calls can be done in conjunction with video conferencing over the Internet so everyone can see presentations and ask and answer questions.