Using the Phonetic Alphabet to Improve Customer Service

Business phone systems offer a huge suite of professional features to enhance your customer interaction. From call recording through to call queuing, these features can be transformational to improving your customer support, however there is one customer service-boosting resource that is a whole lot less technological, namely the Phonetic Alphabet.

What is the phonetic alphabet?

The phonetic alphabet is a list of 26 words. Each word represents and starts with a letter of the alphabet. It is a standard, unambiguous, universal spelling alphabet, and is also sometimes known as the (International) Radiotelephony Spelling Alphabet or NATO phonetic alphabet.

A - Alfa	J - Juliett	S - Sierra
B - Bravo	K - Kilo	T - Tango
C - Charlie	L - Lima	U - Uniform
D - Delta	M - Mike	V - Victor
E - Echo	N - November	W - Whiskey
F - Foxtrot	O - Oscar	X - X-ray
G - Golf	P - Papa	Y - Yankee
H - Hotel	Q - Quebec	Z - Zulu
I - India	R - Romeo

While the first phonetic alphabet to be recognised internationally was created by the International Telecommunication Union (ITU) in the 1920s, it was only in 1956 that the NATO phonetic alphabet was produced. After its initial introduction by NATO, it was adopted and established as the universal phonetic alphabet just a few years later.

Why use the phonetic alphabet?

Avoid stumbling over "Ms" and "Ns" during phone calls or mistaking an "S" for an "F" when looking up an email address. Using a standardised phonetic alphabet can give your customer facing teams the benefit of clarity whenever they find themselves on a call.

Getting customer details right

Taking note of customers’ names and finding their accounts over the phone can be a lot easier to get right first time when using the phonetic alphabet. Potentially difficult names or email addresses can be spelt out in a much more efficient way and lead to faster resolutions.

Breaking down language barriers

At Yay.com HQ, we regularly find ourselves on the phone to anyone from London to Luxembourg. The NATO phonetic alphabet really helps reduce any miscommunication and increase accuracy where language or stronger accents might otherwise be a stumbling block.

It shows professionalism

Using the NATO phonetic alphabet can help your staff appear knowledgeable, professional and courteous. In cases where your callers require a level of trust and respect, the phonetic alphabet can help your business gain a healthy understanding with your clients.

The clarity and conciseness that the phonetic alphabet brings to your business has the capability to reduce the loss of potential sales and even increase customer loyalty. By lowering inaccuracies and repetition in your customer contact, you can ensure that clients calling your business definitely find it a pleasure rather than a chore.

Increase Business Call Clarity

Enhance customer communication with a business phone solution that offers professional features and HD calling.

Improve your business calling

If your team has already mastered the phonetic spelling alphabet and are looking to further augment your customer contact operations, consider getting started with our business phone system plans. We provide phone systems for all sectors including financial services, healthcare, real estate, hospitality and beyond. Get the features you need to empower your workforce today.