Effective Telephone Etiquette

A pleasant voice gives a good first impression of your organization.

Effective telephone etiquette is essential to provide a positive impression of an organization. A friendly voice lets the caller know that they are valued. Good telephone skills apply not only to receptionists or administrative assistants, but to anyone within a company that has contact with customers or clients over the telephone.

Expediency

Answer telephone calls promptly, after no more than three rings, according to Complete Wellbeing. Allowing the phone to ring longer implies that the caller is not important or sends the message of disorganization. Waiting for a second ring may be helpful to mentally prepare, particularly if you were engaged in another task.

Attitude

A pleasant voice and good attitude are important when answering a call. A poor attitude is too easily conveyed if you answer abruptly or in speak in a tone that tells the caller they are "bothering" you. The same is true if you initiate the call. If you sound abrasive or annoyed, you are not making a good impression for your organization.

Courtesy

Telephone courtesy begins with an appropriate greeting. Offer a pleasantry such as "good morning" or "good afternoon," followed by the name of your organization and perhaps even your own name. If you are placing a call, offer the same greeting, followed by "May I speak with..." or "I am calling to ask..." or some other appropriate phrase. If the caller is asking for someone else in your organization you might ask, "May I tell him who is calling, please?" Mutual respect goes a long way in building business relationships.

Listening

Actively listening to the caller is an important piece of effective telephone etiquette, according to Evergreen Writing Services. The caller may have a question, complaint or concern. Let him speak, without interruption, until he has finished talking. This allows you to better assist the person because you have a clear understanding of what is needed. Never assume or anticipate what the individual is saying. This often results in miscommunication.

Focus

Before you pick up the phone, make sure you are focused on the task at hand. Whether answering or placing a call, think about what you need to accomplish. Answering absentmindedly, while working on something else, can cause you to answer incorrectly. Placing a call without gathering your thoughts will be evident to the person on the other end. In addition, keep in mind that the person on the other end of the line can hear you typing or shuffling papers while you are having a conversation.

Voice Mail

Let your voice mail answer your calls if you are working against a deadline, advises Evergreen Writing Services. Voice mail gives you an opportunity to work without interruptions for a period of time. It is important to return calls promptly and to be certain using voice mail does not become a habit. Your voice mail message should be clear, pleasant and professional. Offer the option of contacting another individual if immediate attention is needed.

References

• Complete Wellbeing: Telephone Etiquette at Workplace
• Evergreen Writing Services - Effective Phone Etiquette Skills