Corporate Phone Etiquette

Using proper phone etiquette helps make a good professional impression.

In a business setting, phone manners are extremely important. A phone call may be a potential client's introduction to your business, so answering properly and providing the correct information is an ideal way to give customers the indication that your company is qualified to serve them.

Answering the Phone

When answering the phone in a corporate environment, it is best to give the appropriate greeting for the time of day ("Good morning/afternoon/evening"), followed by the company name and your name. Some employees end the greeting with, "How may I help you?" or a similar phrase. This lets the caller know that he has reached a professional establishment and has gotten in touch with a staff member who is ready to assist him. Simply saying "hello" is not proper etiquette as this type of greeting is reserved for personal phone calls.

Placing a Caller on Hold

Before placing someone on hold, it is appropriate to ask the caller if she would mind holding briefly. Then, wait for the caller to respond to the question; if it seems the caller is hesitant about being placed on hold, pleasantly explaining why the hold is necessary may be best. The person who has taken the call should check back with the caller every 30 seconds to report the status of the call, i.e., "The manager is on another call right now and will be with you shortly." After a person has been on hold for three minutes, it is best for the receptionist (or person taking the call) to ask the caller if a message can be taken so that the intended party can return the call as soon as possible.

Leaving Voicemails

If you have to leave a voicemail for another professional, it's important to keep the message as brief as possible. State your name, company affiliation and the purpose of your call. It's also recommended to state the time of the call since not all voicemail systems update this automatically. At the end of the message, leave a callback number and repeat the number for clarity. Suggesting the best time to get back to you is helpful as well.

Setting Up Your Voicemail

Being concise is also essential when setting up your voicemail for work. You should clearly state your name and the name of your business in the message. You should request that the caller include the date and time in his message, as well as a good time to return the call. It's also best to reveal whether you're in the office for the day on the voicemail message. If you are not, the message should identify the name and extension of the person customers should contact in your absence. If the call is urgent, indicate in your message that the caller should dial "0" for the operator.

Speaking Clearly

Whether you're answering the office phone, leaving a voicemail for a business partner or creating the message that callers will hear when they reach your office, it's important to speak clearly and have a pleasant tone of voice. Smiling, while speaking, will help you sound upbeat and engaged. Avoid chewing gum, eating or drinking, when making a business call, as this can make your speech sound muffled. Speaking at an appropriate volume is necessary as well; talking too loudly may be offensive to some callers, and speaking in very soft tones will make you difficult to understand.

References

• Salary.com: Telephone Manners
• Bizy Moms: 20 Business Telephone Etiquette Tips