How to Use Proper Telephone Etiquette at Work

There is an art to using proper telephone etiquette and a must if you work in today's business world. The steps below, although they seem relatively easy, will ensure you present a professional image over the phone.

Difficulty: Moderately Easy

Instructions

Things You'll Need:

• Focus
• Notepad
• Pen
• Patience

1. The first step in proper telephone etiquette is preparation. Plan on how you will answer the phone when it rings. Are there particular statements that your company or agency wants you to use when you answer the telephone? If so, you should have them memorized. Also, preparation means to have an uncluttered space for your telephone so you can access it easily without dropping the receiver.

2. When you answer the telephone, SMILE! It really is true that callers can hear the smile in your voice, so no matter what, SMILE! An efficient company or agency will answer the call within the first three rings. This shows your customers that they are important to you and so is their phone call.

3. The next step is to identify yourself when answering the phone. This is VERY important in the business world. Your customers want to know who they are talking to. In some companies, staff identify themselves by their first name only, or just their last name. Know your companies policy and make sure you use it.

4. During the entire phone call, focus your whole attention on the caller. If you are not paying close attention to what they are saying, you may miss something. Your customers will really appreciate your undivided attention. This will also assist you in resolving the reason for their call.

5. Be as helpful as you can. Sometimes you can't solve the problem but you can always be sincere and respectful. Often, your customers may just want you to really listen to what they are saying. If you are paying close attention, this may be all they need.

6. If your caller is actually calling someone else, take a complete message. See my article at http://www.ehow.com/how_4701323_complete-phone-message.html for more details. Make sure you always have notepaper and a pen by the phone. This will help you to be prepared for message taking and will help you should you need to take notes during your phone calls.

7. Last, but not least, always thank the caller for their phone call. Be genuine while making this acknowledgement. By completing these steps, you will have used proper telephone etiquette and you will show your clients that you have excellent customer service skills.

Tips & Warnings

• Be patient during the phone call.
• If your caller is angry, you may need to diffuse the situation before a productive telephone call can ensue.
• Arguing with a caller will only make them madder.

[GilinAtlanta]

on 3/4/2009 Good information. I find sometimes to share a positive message to callers that brightens up their day when spoken sincerely; such as, "It's a better day now that you called!" It's also good etiquette to not allow the phone to ring past the third ring. And, to let the people know you will place them on hold so as to not shout into their ear if you are trying to speak to someone across the room. Also, never leave someone on hold longer than seventeen seconds.

[sonni57]

on 3/4/2009 This is good advice for all of us thanks

[mamabear03]

on 3/4/2009 YES smile when you are talking on the phone for sure!!! great article and points!

[theperfectfit]

on 3/2/2009 I have two things over my telephone. One is a mirror so that I am aware of my facial expressions. And the other is a written phrase from one of Dale Carnegie's book - "I'll make them glad they talked to me!" Good topic.

[pinchy]

on 2/28/2009 very helpful information!