Phone Etiquette

Published on July 12, 2017

Branding – Greeting your business callers is an easy way to establish a good telephone relationship.  Each business call should begin by thanking your party for calling, introducing your business and yourself.

“Thank you for calling Spoiled Rotten! This is Elizabeth. How can I help you?” Not only does this type of greeting welcome the caller, it invites the caller to get right to their request. Each call should end as politely as it began.

Tone – The tone that you portray over the phone is the caller’s only way to identify your mood. The caller cannot see your face nor read your expression through the phone; therefore, it is important your tone of voice is inviting to the caller.  Your tone should be vibrant and it should tell the caller that you appreciate his business and are eager to assist them.

Active Listening – Focusing your attention on the caller will help to promote proper telephone etiquette. The business environment is often a busy one.  To maintain a busy and productive environment, your business must maintain its customers. Therefore, when your customers or clients call, stop what you are doing and focus your attention on the phone call.  Listen actively to the caller and take notes if needed. This will help you address each of the caller’s concerns on the first attempt.

Holding – No matter how you try to avoid it, there will be times when you will need to place your caller on hold. Before doing so, it is important you ask the caller first. The caller may already know what they are going to hold for, but you should reiterate it during your request. For instance, “Will you please hold while I verify that information for you?” A simple request will make the caller more willing to wait. If the hold takes longer than anticipated, check back with the caller periodically so they don’t feel as though they have been abandoned. Upon returning, thank your caller again for her patience.

Outgoing Calls – Outgoing business calls can be just as important as those coming into your business. Therefore, you must be prepared to make a positive and professional impression on those you call. When you call, introduce yourself and your company. You should be considerate of people’s time and always punctual when a telephone conference or meeting is scheduled. Most important, you should allot the appropriate amount of time for your outgoing calls and avoid interruptions.