Corporate Telephone Etiquette

Proper phone etiquette is important for every business.

In the course of your business life, you're going to be talking on the phone a great deal -- to customers, peers, subordinates and supervisors. Each of these types of calls has the same basic rules.

Focus

Whether you're the caller or the person answering the phone, focus on the purpose of the call and the person with whom you're speaking.

Smile

Put a smile in your voice, even if you have had a less than stellar day.

Announce yourself immediately

When calling, immediately identify yourself, including how to spell your name, if necessary.

"Hi, I'm Mickey Moose. Moose, M-O-O-S-E. May I speak with ______?"

Offer alternatives

"He's not here." -- Replace it with, "He's not here. Would you care to leave a message?" Or: "Could someone else help you?" Or: "Could I help you?"

"I don't know." -- Replace it with, "I don't know, but I can certainly find out." Or: "That's a very good question. Let me find out for you."

"We can't do that." -- Replace it with, "I'm not sure that would be possible, but let me research it further." Or: "We can't do that, but what about______?"

Hold etiquette

Instead of saying: "Hold on", say, "Can you hold, please?"

Rather than keeping people on hold, offer to call them back.

Always return the call you promised to return.

Messages

Repeat the person's phone number to ensure you have it right.

If leaving a voice mail message, state your name and phone number at the beginning of the call and at the end of the message, so people don't have to scroll through the message for your number.

References

• Telephone Manners

Resources

• Telephone manners from Infotech
• The Workplace: Phone Manners