How to Use Phone Etiquette In the Office

Telephone etiquette is the first look at the company you work for. Answering the phone in a polite and friendly manner could actually help you get a raise and may even lessen your work stress.

Instructions

Difficulty: Moderately Easy

Things You’ll Need:

• Common Courtesy
• Knowledge of your Product

1. The first step to phone etiquette is how you answer. Answer the phone with the company name and your name, for instance "Thank you for calling "Our business, Jane Doe speaking". There are many ways to get both of these across. Some companies have their own messages.
2. No matter what company you are with callers do not want to hear your current advertisement or what you sell. Employers listen up, we already know what you sell and the current discounts, we are calling for a specific reason. Spouting the current advertisement is not going to get me to buy it and it makes your employees tired and irritable.
3. If you do not enjoy talking on the phone you need to get another job because I can guarantee you the person calling can tell if you want to be there or not. If you enjoy your job your voice will tell the customer calling that you are interested in their call. Common courtesy to the customer is always recommended.
4. If you get a rude or irate customer the best way to handle this is to tell them you are interested in what the problem is and if you can help you will. If you cannot help tell them "I would like to know the answer to that question myself, would you hold a moment and let me get someone who knows the answer?" Or another way is if they say they need information and can you help you tell them "if I cannot answer the question or help you I will direct you to someone who can answer or help".
5. The tone of your voice during the entire conversation tells the customer your disposition. Keep your voice light and even make a joke "hold on the computer cannot keep up with me" etc. This will lighten the situation and encourage the person on the other end to lighten up.
6. Always end the call with a thank you or promise you will get someone to call them back in a certain allotted time. AND MAKE SURE YOU DO. This not only is for the company but for your own self respect.

Tips & Warnings

• When answering the phone always try to have a smile ready the customer will pick up on this immediately and create a smooth conversation
• Never repeatedly transfer a call
• Never be rude to the customer even though they are rude
• Never put a customer on hold longer than one minute unless you specifically tell them it will be longer than 1 minute