Telephone Etiquette Tips

Tips on good telephone etiquette by reading this article!

Many things have changed over the years, especially in the evolving world of business. One thing has not changed though, and that is the need for proper telephone etiquette in the work place. Along with company downsizings and layoffs has come a necessity for companies to merge jobs together in order to eliminate human resources and save money. While that may be necessary, it is not necessary that the common element of etiquette, especially telephone etiquette, be left to suffer.

Since customers are the ones who infuse the profits into a business, they do not appreciate being treated with rudeness in their dealings with a company. This includes any business that is conducted on the telephone.

Proper telephone technique involves some basic common sense in which everyone who works for a company should use. Here are some basic tips:

Incoming Calls:

Tip 1- All incoming calls should be answered in a timely manner.

Tip 2- Business telephones should always be answered with a phrase like, "Good morning, ABC Company, Carol speaking, may I help you?" In a busy office setting that fields hundreds of calls each day, this particular phrase may be too much to say. If so, it can be shortened to a phrase that is less wordy. But the name of the company needs to be stated as soon as the phone is answered along with the person's name who answered the phone. This lets the caller know that they have indeed reached the right business, and lets them know with whom they are speaking.

Tip 3- Never put a caller on hold, but if you have to, be sure to check back with them every minute or so and ask if they would like to continue to hold. This lets them know that they have not been forgotten, and that you are attending to their call.

Tip 4- Speak clearly and slowly when you answer a business telephone. Do not slur or mumble your words. Speak with confidence so the person on the other end has the feeling that you know what you are doing.



Tip 5- Never be rude to a caller, no matter how nasty they are. Always remember to handle yourself in a professional, business-like manner. This includes handling the situation in a calm, cool manner.

Outgoing Calls:

Tip 1- Same as Tip 4 above--Speak clearly and slowly when you make a business call. Time may be money, but if the other party cannot understand what you are saying, then you might as well have saved your breath and not made the call at all.

Tip 2- Same as Tip 5 above--All customers expect to work with a professional organization. One sign of a professional organization is how they are treated by the people who work there.

Tip 3- When calling another business, it is proper etiquette to give your name and the company's name you work for to whomever answers the telephone. Do not make them guess who it is or make them pry it out of you.

Tip 4- If you get the wrong number, apologize to the person who answers the phone--do not just hang up. This is especially important nowadays when people have Caller ID on their phone lines. All they have to do is to check their device to find out who just rudely hung up on them.

Tip 5- When leaving a phone message, always state your name, company, phone number and reason for calling. Do not stammer or stutter and use up an unreasonable amount of time.

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