How to Exercise Telephone Etiquette

Make the most of a powerful business tool already in your hand.

Making a good impression over the phone can be the difference between gaining a new customer and spurring him to call a competitor. The initial call may be the only opportunity you have to prove your interest in obtaining the customer's business. Too often, however, those who answer calls as part of their jobs forget the basic courtesies required to create a favorable image. Even experienced personnel can benefit from a review of proper telephone etiquette.

Instructions

1. Remove food or gum from your mouth before answering the phone. It makes enunciation more difficult and is discourteous to the caller.

2. Make every effort to answer your phone on the second or third ring. If you answer on the first ring, the caller may not be ready to speak. After three rings, however, the caller will begin to feel annoyed and impatient.

3. Identify yourself and your company or department. Speak clearly and pleasantly. Do not rush your speech. Make sure that the caller can understand each word. Smile as you are speaking, since this will help keep your tone friendly.

4. Keep the mouthpiece at least an inch away from your mouth. If it is too close, your words can become garbled. If you use a headset, you may have to experiment to find the proper placement for the microphone.

5. Do not try to carry on two conversations at once. If you must speak with a co-worker, ask the caller to hold first. Do not merely cover the mouthpiece, since the caller may still be able to hear the conversation.

6. If you must place the caller on hold, ask first. Time passes slowly for the caller, so check back every 30 to 45 seconds to see if the caller wishes to continue to hold, be transferred to voice mail, or leave a message.

7. Before you transfer a call, inform the caller why you need to transfer him and to whom. If the call fails to connect, the caller will then know the person or department to request when calling back.

8. Choose your phrases carefully. Avoid abrupt sentences and those that could be misconstrued. For example, do not try to justify why a co-worker is not in the office at the moment, just state that she is not available.

9. Take careful messages and relay them to the proper party. Failure to do so results in calls that do not get returned and angry callers who feel they are being ignored. When writing the message, repeat the number to be called and inquire about the best time for the call to be returned.

10. Return phone calls promptly. Customers can quickly become frustrated if they leave numerous voice mails or messages and do not receive a response. If the message was taken correctly, it will include the best time to return the call. Schedule your call accordingly.

11. Identify yourself immediately when you place a call, and if you are not sure who you need, concisely state your reason for calling. If you must leave a voice mail, state your telephone number at the beginning of the message and again near the end. Briefly explain the reason for your call, speaking slowly and clearly. Include a time when you can be reached for a return call.

Tips & Warnings

• Place a mirror above your phone and practice smiling as you speak on the phone, noticing how your facial expressions affect the tone of your voice.

References

• Fullerton.edu: Telecommunications
• Azusa Pacific University: Phone Etiquette - Telecommunications
• Ohio State University: Etiquette - OIT - Telecom & Net