Proper Business Phone Etiquette

Phone etiquette is important for any business.

Whether you're calling clients, responding to customers or trying to get a job, telephone communication is an important part of modern business. Proper business phone etiquette will help you make a good impression and maintain good relations with business contacts. Simply remembering to be polite and organized will go a long way.

Making Calls

When you call a business contact, identify yourself promptly, saying, for example, "Hello, this is John Smith from Acme Inc." Stating your name and company will give people you're calling a heads-up on your purpose. Make sure the person on the other end is available to listen, saying, for example, "May I please have a minute of your time?" Afterward, briefly state the reason for your call. It may be helpful for you to prepare a one- or two-sentence summary beforehand. It's important to keep this statement brief, in case you must relay the message through a receptionist.

Taking Calls

When you answer the phone, identify yourself and your company or department to reassure callers that they have the right number. Politely ask for a name --- saying, for example, "May I ask who is calling?" --- to show that you're interested in the caller. Whenever you take business calls, it's important to keep a pen and paper, computer or other method of note-taking nearby. Having to call someone back to confirm information can be embarrassing for you and frustrating for your contact. If you must ask a caller to call back or wait for a return call, give a specific time; for example, you might say, "Jane Smith isn't available right now, but she'll be back in the office at 3."

Holding and Transferring

Callers don't generally like to be put on hold; they may worry that you'll take forever to pick up the phone again. Holding is necessary in some situations, for example, to transfer a call or if you need to talk to someone else in the office. If you must put a caller on hold, ask for permission first. Check in with the caller every 30 seconds or so, and say, "Thank you for holding" when you pick up. If the person you're calling puts you on hold, it's all right to hang up after about three minutes.

Leaving Messages

Leaving concise messages will help your business calls go smoothly. Make sure to identify yourself immediately, just as you would for an ordinary call. Before you call, have a short statement ready about your purpose and how urgent the matter is. Finally, leave a phone number and indicate a good time for the person to call you back. It's especially important to speak clearly when you're leaving messages, since you won't have a chance to repeat yourself if the person you're calling doesn't understand.

References

• Alabama Cooperative Extension System: Phone Manners 101
• University of Missouri: Telephone Etiquette 101
• The Ohio State University Extension: Helpful Phone Etiquette Tips
• Azusa Pacific University: Phone Etiquette