Etiquette for Answering the Phone

Even in an age of email and instant messaging, telephone communication is still a vital part of business operations. Using proper etiquette when answering the phone can help make a good first impression and promote good business relationships.

Answer Promptly and Identify Yourself

Clients get a first vocal impression of your company when they call your office for the first time.

Whether you an answering an outside line or an internal call, answer your phone within two or three rings. Always use a greeting when answering the phone. Identify yourself and your company (if answering an outside line) in a polite, cheerful voice. This helps make a good first impression: the caller knows to whom he is speaking, and feels welcomed by your greeting.

Example: "Good afternoon. You have reached Dr. Smith's office. This is Tiffany speaking."

Directing Calls

If the person the caller is trying to reach is not available, offer to take a message.

If the person the caller is trying to reach is not available, give a short explanation in a pleasant voice. Ask the caller if he would like to leave a message, and then either take the message or transfer the call to voicemail.

Example: "I'm sorry, he is in a meeting right now. Would you like to leave a message?"

Hold, Please

Always check back in with callers on hold.

If you must ask a caller to hold, ask politely and wait for an answer before putting him on hold. If the caller is unable to wait, offer to take a message or transfer him to voicemail. If the caller agrees to hold, check back every 30 seconds. Briefly update the caller on the status of the call, and ask if the caller is willing to keep holding. Offer to take a message or transfer the caller to voicemail if he expresses reservations about remaining on hold. If you have put a caller on hold because you are answering multiple lines, remember to thank the caller when you return to the call.

Example: "Sir, Mr. Jones is still on another call. Would you like to continue to hold, or shall I transfer you to his voicemail."

Example: "Thank you for your patience, sir. We have had quite a busy morning! Now, how may I assist you?"

Thank You For Calling

Always thank the caller before hanging up the phone.

Always thank a caller before ending a call. This ends the call on a pleasant and congenial note.

Example: "We look forward to seeing you next Tuesday, ma'am. Thank you for calling!"

References

• My Salary.com: Telephone Manners