How to Use Proper Telephone Etiquette

When you're talking on the phone, stay focused on the call.

Even if you don't have a customer service position that requires you to spend your entire shift talking on the telephone, chances are good you make or receive several work-related calls during the day. It's important to keep proper telephone manners in mind every time you're on a call so you project a professional image, representing yourself and your company well. Using proper telephone etiquette is a critical workplace skill.

Instructions

1. Speak slowly and clearly to make sure the person you're talking with can hear and understand you.

2. Identify yourself and your company when calling a client.

3. Project a professional and confident image with an appropriate tone of voice. The caller actually can hear through your tone whether you are smiling or frowning while you are speaking.

4. Listen to the caller. Do not interrupt, cut him off or monopolize the conversation.

5. Give the person your full attention, and show respect and concern when she has a problem or dispute. Do not be dismissive.

6. Do not eat, drink or chew gum while you are on the telephone. The person on the other end of the conversation can pick up a lot more background noise than you realize, including gulping and chewing.

7. Refer to the caller by name, using a title when appropriate.

8. Ask before you put a caller on hold, and never leave the person on hold for more than a minute. Thank him for waiting when you return to the call.

References

• Customer Service Manager: 20 Business Telephone Etiquette Tips
• WAHM.com: The Importance of Learning Business Telephone Etiquette
• OfficeSkills.org: Telephone Etiquette