What is referred to as the act of using professional behavior when speaking to customers over the phone?

The act of using professional behavior when speaking to customers over the phone is referred to as telephone etiquette. This term encompasses the manners and guidelines that should be followed during phone conversations, especially in a business context. Proper telephone etiquette includes being polite, listening actively, using respectful language, and ensuring clarity in communication. Adhering to these practices helps establish a positive rapport with customers and enhances their experience.

Telephone etiquette is crucial in a professional setting because it directly reflects the company's commitment to excellent customer service. When representatives conduct themselves well on the phone, it can lead to increased customer satisfaction, loyalty, and a positive reputation for the business.