How to Have Good Phone Etiquette
Employing good telephone etiquette is a skill that is an asset to you as well as the company or organization with which you're associated. Particularly in the workplace, you will likely never meet many of the people whose calls you take, so their telephone experience with you is the only one from which they'll form an impression about you. By incorporating a few simple steps into your phone-etiquette protocol, you can ensure that impression is a favorable one.
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Instructions
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Greet the caller by saying "Hello," "Good morning" or "Good afternoon."
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State the name of the party the caller has reached. For example, "Good morning. Thank you for calling Parts R Us." If it is not against company policy, you can also state your name to let the caller know with whom he is speaking.
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Offer assistance to the caller. For example, "How may I help you?" If the caller gives you her name, repeat it back to her: "How may I help you, Jane?"
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Avoid chewing gum, eating or drinking while you are speaking over the telephone. The smacking can be heard by the person on the other end of the line.
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Enunciate your words clearly when speaking to the person. Avoid using slang, as it can appear unprofessional.
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Listen to what the caller is saying to you. Do not interrupt him while he is talking. Wait for a break in the conversation to start speaking.
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Ask for permission to place the caller on hold before doing so.
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Avoid leaving your caller on hold for long periods of time. If you are experiencing a long hold time, return to the caller every 90 seconds to assure her that you are working on her concern.
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Thank the caller for telephoning you when you have resolved the issue. Ask if he needs any further assistance.
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Allow the caller to hang up first. After she hangs up, you can release the call. This will ensure that you don't accidentally hang up on her.
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Comments
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Good Phone Etiquette goes both ways. Personnel staffing companies....for starters (and there are many others)....are the BIGGEST OFFENDERS of bad phone etiquette. When calling someone on the phone, GOOD PHONE ETIQUETTE dictates that you FIRST....state your name, the company you are representing and the reason you are calling. It is respectful and polite to perform this in a decent speed and tone so the person you disturbed can comprehend the purpose of the call. Other than that, you sound like they should refer you to their attorney. It is VERY UN-PROFESSIONAL....regardless of who you are and why you are calling....to call someone and ask for them by name WITHOUT FIRST introducing yourself FULLY. You do not know this person. They do not know you. They have never spoken to you before in their entire life. Now they are on the defensive because YOU DID NOT MAKE THE PROPER PHONE INTRODUCTION. After the complete introduction....and only then....YOU ARE FREE TO ASK TO SPEAK TO THE PERSON PURPOSE OF YOUR CALL. ANYTHING ELSE IS DISRESPECT, AN INVASION AND TATIMOUNT TO PHONE RAPE. Get my point?
