TELEPHONE ETIQUETTE & TIPS
Using telephone is such very important tools in our daily business, and if
we do with the right way, it will became part of think that create the success
of your business. This resource are some helpful tips, and proven phone techniques,
that will help to make our phone conversations more effective.
Create a Good First Impression
- Try to answer the phone on the second ring. Answering a phone too fast can
catch the caller off guard and waiting too long can make the caller angry.
- Answer with a friendly greeting. (Example - "Good Afternoon, IMT Customer
Service, Sherrie speaking, how may I help you").
- Smile - it shows, even through the phone lines
- Ask the caller for their name, even if their name is not necessary for the
call. This shows you have taken an interest in them. Make sure that if you
ask for their name, that you use it.
- Speak clearly and slowly. Never talk with anything in your mouth. This includes
gum.
- Lower your voice if you normally speak loud
- Keep the phone two-finger widths away from your mouth
Putting Callers on Hold
When putting a caller on hold, always ask permission. If they ask why, provide
them with the answer.
Examples:
"Would you mind holding while I get your file?"
"Can you hold briefly while I see if Mr. Jones is available?"
When taking a caller off of hold, always thank them for holding.
Transferring a Caller
- If the caller needs to speak to another person or department, please transfer
the caller directly to the desired person's extension, not to the operator.
This will save the caller having to explain his/her requests another time,
and it will cut the number of times the caller needs to be transferred.
- When transferring a caller, tell them who you are transferring them to,
and announce the caller to the person you are transferring them to.
Taking Phone Messages
When taking a phone message for someone, always be sure to include the following
information:
- Caller's name and company name if applicable
- Time and date of call
- What the call is regarding
- If the caller wants a return phone call, and if so,
- Obtain a phone number that is best to return the call to
Last Impressions
- Before hanging up, be sure that you have answered all the caller's questions
- Always end with a pleasantry: "Have a nice day" or "It was
nice speaking with you"
- Let the caller hang up first. This shows the caller that you weren't in
a hurry to get off the phone with them
Correct way to answer the telephone:
The proper way to answer the telephone is "hello." On the other hand,
simply answering "yes" is a curt and inappropriate response. The person
making the call draws a very quick conclusion, and that is, to think of that
person as cold and aloof, and hesitate to communicate readily.
At times, someone other than the head of the house will answer the telephone.
If that person is asked, "may I speak to Mr. ________ please," the
response should be, "one moment please, I will get him for you." If
the head of household is not available the response should be, "I am sorry,
Mr. _____ is not available at this time, may I take a message?" This is
simply a form of good manners, whatever form it may be expressed, thoughtfulness
for the feelings of others. This person may be calling to offer a new job with
great pay and benefits, who's to know! What would he or she think if the answer
to the question, "is Mr. _____ home please," would be an abrupt "no."
This response would reflect negatively, on the actual person being called.
Making telephone calls:
- Think about what time it is, when placing a call. You would not want to
call when there is the possibility that person may be asleep. For example
on a work morning before 7:00 a.m. would not be a good time. After 9:00 to
10:00 p.m. in the evening is not a good time, and remember to avoid calls
around the usual period most people will be eating. Courtesy is expected when
using the telephone just as if you are talking in person.
- Give your name when the telephone is answered, before asking for the person
you are requesting.
- Dialing too quickly, or in inadequate lighting may be the cause of dialing
a "wrong number," never just hang-up. Express your apology, letting
them know you have dialed a wrong number. To avoid disturbing another person
unnecessarily dial carefully and make sure you can see the dial pad.
- When speaking, think of the way you sound. Make sure you enunciate you
words clearly and precisely. It is embarrassing to be asked to repeat what
you are saying. Your voice reflects your courtesy, since that person on the
other end of the line cannot see your facial expressions your "tone of
voice" will need to express this.
Basic Good Manners, Telephone Tips:
- Let the telephone ring a reasonable length of time. It is frustrating to
just get to the telephone and hear a dial tone.
- If you dial a number that is wrong, apologize, promptly and hang-up.
- Calling a business at or very near closing time is to say the least un-thoughtful.
When it is time to go home, after a long day, do not delay them.
- State your name when placing a call. The game of "guess who this is"
may not play very well to a busy friend.
- When speaking to anyone who is working and time is of the essence, make
your call informative and short.
- Dial carefully and in proper lighting to avoid calling a wrong number and
in-conveniencing others.
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