presentation on telephone etiquette

The 11 Essential Rules of Phone Etiquette

Updated: January 12, 2022

Published: July 23, 2020

When you're working in customer support, you know that answering phone calls becomes the bread and butter of your position. A frontline worker typically is hired for their strong communication skills.

While it may seem obvious — just pick up the phone and say "Hello?" — answering professional calls are very different from answer personal calls. It's easy to slip up and accidentally speak to your customer the way you would to your best friend or mother.

However, by following the rules below, you can ensure you're always on your A-game in the call center .

Phone Etiquette

• Answer the call within three rings.
• Immediately introduce yourself.
• Speak clearly.
• Only use speakerphone when necessary.
• Actively listen and take notes.
• Use proper language. 
• Remain cheerful.
• Ask before putting someone on hold or transferring a call.
• Be honest if you don't know the answer.
• Be mindful of your volume.
• Check for and respond to voicemails.

1. Answer a call within three rings.

If your position entails always being available to callers, you should actually be available. That means staying focused and answering calls immediately. The last thing you want to do is keep a customer waiting after a string of endless ringing or send them to voicemail when you should've been able and ready to reply.

As long as you're alert and at your phone at all times — excluding breaks — this rule should be fairly simple to follow. However, we recommend responding within three rings in order give yourself enough time to get in the zone and prepare for the call. Picking up the phone right away might leave you flustered.

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2. Immediately introduce yourself.

Upon picking up the phone, you should confirm with the person whom they have called. In personal calls, it's sufficient to begin with a "Hello?" and let the caller introduce themselves first. However, you want to allow the caller to know if they've hit a wrong number, as well as whom they are speaking with.

Practice answer the phone with, "Hi, this is [Your first name] from [Your company]. How can I help you?" Your customer will be met with warmth, which will encourage a positive start to your call. And, if it ends up being an exasperated college student trying to order pizza, they'll at least appreciate your friendliness.

3. Speak clearly.

Phone calls, while a great option for those who detest in-person interaction, do require very strong communication skills. For one, the person on the other end of the line can only judge you based on your voice, since they don't get to identify your body language and — hopefully — kind smile.

You always want to speak as clearly as possible. Project your voice without shouting. You want to be heard and avoid having to repeat yourself. A strong, confident voice can make a customer trust you and your support more. In case of bad cell service or any inability to hear or be heard, immediately ask to hang up and call back.

4. Only use speakerphone when necessary.

We all know the trials of speakerphone. It's easier for you because you can use your hands to multitask. However, for the other caller, it's like trying to hear one voice through a honking crowd of taxis in Manhattan — impossible and frustrating.

Give your customers your full attention, and avoid speakerphone. This will make it easier for both parties to be heard, and it will ensure that you're actually paying attention to them. You may need to use speakerphone at rare occasions, such as when it's a conference call or when you're trying to troubleshoot on the phone. While speakerphone may be appropriate at these times, it's always better to use a headset to remain hands-free.

5. Actively listen, and take notes.

Speaking of paying attention to your customers, it's essential that you're actively listening to them throughout the conversation. Actively listening means hearing everything they have to say and basing your response off of their comments, rather than using a prescribed script. This proves to your customers that you're present and are empathetic to their inconveniences.

It's helpful to take notes during support calls. You'll want to file a record post-conversation, and notes will be immensely helpful. It also ensures that, during long-winded explanations from customers, you can jot down the main points and jump into problem-solving without requiring them to repeat.

6. Use proper language.

A key difference between professional and personal phone calls is obvious — the language. It might be acceptable to use slang and swears when talking on the phone with your friends, but this kind of language can cause you to lose a customer for life.

Always be mindful and respectful when on the phone. You never know what customers might be offended by something you say, so it's best to use formal language. It's okay to throw in humor if appropriate, but never crack a joke that could upset a customer.

7. Remain cheerful.

You never know when a customer is having a bad day. When someone is rude to you on the phone, your immediate reaction may be to put them in your place. First, though, take a moment to step into their shoes and recognize why they're so upset.

The point is to always remain positive and friendly, especially in the face of negativity. Your optimistic outlook may be enough to turn a failing phone call right around. Remind yourself that the last thing your customer probably wanted was to spend their afternoon on the phone with customer support. So, make that call the best it can be, and it may create a loyal, lifetime customer.

8. Ask before putting someone on hold or transferring a call.

There's often nothing more infuriating than being put on hold. After waiting on hold for ten or fifteen minutes to speak with a real-life human being, you finally get to explain your problem. Then, you're immediately put back on hold and then transferred to someone else to whom you must re-explain the whole problem. Talk about exhausting.

However, if you must put a customer on hold or transfer their call, always ask for their permission first. Explain why it's necessary to do so, and reassure them that you — or another employee — are going to get their problem solved swiftly. By keeping your customer in the loop, they'll be less inclined to complain about a long wait time.

9. Be honest if you don't know the answer.

You might need to put a customer on hold or transfer their call if the dreaded occurs — you don't know the solution. Perhaps you've tried everything you can or simply have no idea what they're talking about. Don't panic; customer support representatives are humans, too, and it's okay not to be the omniscient voice of reason.

It's best to admit when you don't know something, rather than making excuses or giving false solutions. However, tell them that you're going to do everything you can to find an answer and get back to them momentarily, or find a co-worker who does know the answer. Customers don't typically expect you to have all the solutions at hand, but they will expect you to be transparent.

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10. Be mindful of your volume.

You may be so focused on your phone call with a customer that you're barely paying attention to your present setting. When working in a call center, things can get pretty loud. You always want to be mindful of your volume and ensure that you're not disrupting the ability of your co-workers to speak to customers and get their work done.

If you are on a call that requires you to speak louder due to a bad connection or a hard-of-hearing customer, simply step out of the room and speak with them separately. Your customers are always your main concern, but you don't want to inhibit the work ethic of others in your workplace.

11. Check for and respond to voicemails.

It's quite possible that a customer might reach out to you when you're on a break or after you've left work for the day. If it's possible for you to receive voicemails, make sure you're always checking for them. It's easy for a voicemail to slip under the radar, but the customer won't easily forget.

Start and end each day by checking your voicemail. It takes just a few minutes and can avoid a lost customer support request. Your customers will appreciate your prompt response, and you can get on to doing what you do best — providing knowledgeable and friendly support.

These tips should provide you and your team with basic guidelines for phone etiquette and, if executed properly, your company should see significant improvement in customer experience .

However, there will be some interactions where these actions may not be enough to defuse the situation. Some customer interactions will require your team to take special measures to ensure you're meeting the customer's immediate and long-term needs. In the next section, we'll break down a few of these scenarios and what you can do to resolve them.

Customer Service Phone Etiquette

Sometimes you may pick up the phone and immediately have to rebuild a relationship with a customer. These cases should be scarce, but they will happen to even the best customer service teams. It's important to use the correct phone etiquette in these types of cases to produce the most effective outcome for both the customer and the company. To help you prepare, below are a few common challenges that most customer service reps will face when working on the phone.

1. The customer is asking you to do something that you can't.

The only "downside" to providing great customer service is that sometimes your customers expect too much from you. When you're constantly fulfilling their needs they may ask you to do something that you simply don't have the power to do, or is against your company's policy. Often times they're not making a malicious request, but rather the customer thinks your team is so effective it can provide an advanced service.

In these cases, you should do your best to reset expectations for the customer regarding what your service team can and can't do. It helps if you can provide the customer with a document or knowledge base article that outlines your policy and answers any additional questions customers may have. While you should be able to explain your company's policy on your own, offering a standardized document helps build credibility for your argument. The customer knows you're not making up this response on the spot and there's a reason for why you can't perform the requested action.

2. The customer insists on staying on the phone until their problem is resolved.

Customers are dedicated to reaching their goals and some will do nearly anything to achieve success, even if that means staying on the phone until they get their way. This motivation can sometimes lead to stressful situations where customers become agitated because a rep can't perform a specific action. These cases are rare but they will happen, especially if your product is imperative for customer success .

The best measure to take in these cases is to provide proactive customer service . Pay attention to cues in the customer's tone and vocabulary that would indicate frustration or stress. Then prevent escalation by acknowledging the roadblock as well as how the problem impacts the customer's workflow. This demonstrates to the customer that you have been actively listening to their request and are aligned with their goals.

If you can't defuse the situation, the next best step is to initiate a follow up plan. Let the customer know that you would like to look into the issue further and would like to follow up via their preferred contact method. If the customer is resistant to getting off the phone, explain how you need to get in touch with internal references who can assist you with the issue. Make it clear that it's in the customer's best interest to hang up the phone and follow up at a later time. If that's not possible, contact your manager immediately to intervene with the situation.

3. The customer is demanding to speak with a manager.

Many customers think that demanding to speak with management will help resolve their case faster. In actuality, customer service managers dictate the company's stance on customer service issues and will echo the rep's initial response if it's in accordance with their policy. This can lead to poor customer experiences as customers will feel like the company has failed to meet their individual needs.

Instead of escalating to your manager, try to handle the case on your own. You can certainly ask your manager for advice but make sure they're not actively participating in the conversation with the customer. The moment you bring in your manager you're actively admitting to the customer that you can't solve their issue on your own.

Sometimes customers will demand outright to speak with your manager. For these cases we recommend implementing a one strike rule, meaning if a customer asks to speak with your manager then you have one chance to prevent the escalation. Confidently tell the customer that their best chance of resolving the issue is with your help and outline the steps you're going to take to assist them. If that doesn't work, ask to follow up with management at a later time or directly connect them with your manager.

4. The customer doesn't understand your explanation.

Phones are great for providing immediate support for simple and easy-to-fix issues but they can be tricky to work on when cases become more complex. Both you and the customer have to keep track of important case details to ensure you're on the same page throughout the troubleshooting process. In these cases, it's easy for customers to misinterpret information and become confused about the steps you're recommending. Even if you're providing detailed troubleshooting steps, your in-depth explanation may be too advanced for the customer's level of product knowledge.

For these scenarios, leverage customer service tools that can help clarify your explanation. Tools like screenshares and virtual assistants provide hands-on support and guide customers through each step of the troubleshooting process. This way you can ensure they're following your recommendations properly and answer any questions that have at that moment.

If you don't have access to these types of tools, there are plenty of free options available for your team. Check out this complete list of free help desk software that your team can use for its troubleshooting efforts.

5. The customer is keeping you on the phone for too long.

Customers value their time, but so do customer service reps. Most reps have a case quota that they need to reach every day and will fall short if they get stuck on a lengthy call. When you're dealing with 30+ calls each day, you can't afford to be bogged down by an hour-long call. This presents you with a tricky challenge of meeting customer needs as well as your own career goals.  

While you should give each customer your utmost attention and dedication to their problem, be mindful of how long you're on the phone with a customer. When you're no longer making any significant progress on the case, ask to follow up with them. Explain why you need to follow up and how this will lead to a faster resolution. This measure not only helps you reach your daily goals but will proactively demonstrate that you're being mindful of the customer's time.

For more information about improving customer service, read this post on customer service tips for startups .

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Mastering Telephone Etiquette: Essential Tips And Guidelines

Telephone etiquette refers to the proper manners and codes of conduct one should follow when using the telephone.

It encompasses everything from how to answer calls professionally to how to speak politely and respectfully during conversations.

Practicing good telephone etiquette, email etiquette , and mastering business etiquette is important for maintaining positive relationships in both personal and professional settings.

What is Telephone Etiquette?

Telephone etiquette involves rules and guidelines for using the phone in a courteous way. It covers both basic manners as well as tips for making a good impression during calls.

Key aspects of telephone etiquette include:

• Answering calls promptly and politely.
• Identifying yourself clearly.
• Using a pleasant tone of voice.
• Allowing others to speak without interruption.
• Avoiding sensitive topics.
• Ending calls politely.

Following proper telephone etiquette demonstrates respect for the person on the other end of the line and makes conversations more productive and enjoyable for all parties.

Background on Telephone Etiquette

Telephone etiquette has been around since the advent of the telephone in the late 19th century.

Early phone users were encouraged to answer promptly, speak clearly, avoid shouting, and end conversations politely.

While technology has changed dramatically since then, the basic principles remain the same.

However, telephone etiquette is not always practiced or understood by all. Some people may not have been taught proper manners for phone use. Others know the guidelines but choose not to follow them in certain situations.

Cultural differences can also affect telephone etiquette norms. Being aware of telephone etiquette rules and making an effort to use them consistently helps prevent misunderstandings and shows respect.

Maximizing Telephone Etiquette

There are some key ways to maximize telephone etiquette use:

• Be prepared – Have any needed information on hand before making calls. Prepare a list of discussion points in advance – especially for telesales situations .
• Focus only on the call – Avoid multitasking. Give the call your full attention.
• Use a friendly tone – Smile when you talk to project a positive attitude. Modulate your voice.
• Listen attentively – Let the other person speak without interruption. Avoid distractions.
• Take notes – Jot down important details for reference and follow up.
• End politely – Thank the other party before hanging up.

When to Step in and Use Etiquette

It’s important to recognize situations where you may need to step in and use proper telephone etiquette, such as:

• If someone else answers your phone, introduce yourself immediately when taking over the call.
• If you must put a caller on hold, ask permission first and thank them for holding when you return.
• If the call begins to go off topic, politely guide it back to the main purpose.
• If you need to end a call abruptly, apologize and explain the circumstances.
• If someone leaves a lengthy voicemail, call back to acknowledge receipt.

The Value of Telephone Etiquette

Using proper telephone etiquette has many advantages:

• It makes conversations more pleasant and productive.
• It creates a professional image that inspires confidence in customers.
• It demonstrates respect for other people’s time.
• It reduces miscommunications that result from phone interactions.
• It establishes important social norms that carry over into other communication.

Features and Benefits of Telephone Etiquette

Key features of good telephone etiquette and their benefits include:

• Clear identification – Allows caller to know who they are speaking with.
• Prompt call answering – Gives impression of excellent service.
• Good listening skills – Makes caller feel heard and understood.
• Pleasant tone – Keeps conversation positive and friendly.
• Limited small talk – Respects the caller’s time.
• Proper leave-taking – Leaves caller with a good final impression.

5 Tips for Effective Telephone Etiquette

Here are 5 tips to help you utilize telephone etiquette effectively:

• Answer calls by the third ring and greet the caller politely.
• Speak slowly and enunciate words to be understood easily.
• Avoid interrupting and listen fully to what the caller is saying.
• If you must put someone on hold, ask first and thank them when you return.
• End conversations with courtesy by saying “Thank you for calling” or “Have a great day”.

5 Steps to Get Started with Telephone Etiquette

Follow these 5 steps to begin implementing good telephone etiquette:

• Keep phones on silent when not expecting calls to avoid disruptions.
• Have a pen and paper ready to take notes during calls.
• Prepare any information you may need before dialing out.
• Greet callers with a smile, even if they can’t see you.
• Close conversations politely and ask if the caller needs anything else.

Practicing proper telephone etiquette lends a human touch to phone interactions, making them more pleasant and productive for everyone involved.

By mastering telephone etiquette guidelines, answering calls professionally, achieve resolution on the first call , communicating courteously, and ending conversations politely, you can create positive experiences and relationships.

With some knowledge and effort, excellent telephone etiquette can become second nature.

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The Essential Guide To Phone Etiquette: Dos, Don’ts & Tips

November 01, 2020

In a text-driven world, many people forget the importance of telephone etiquette. But in the customer service industry, proper phone etiquette is essential to success.

Most people have a general idea of how to sound on a phone call. But as a live call operator, you must have a certain level of professionalism when talking to customers and practice proper phone etiquette.

The Importance of Telephone Etiquette

What is Telephone Etiquette?

Telephone etiquette is the way you use manners to represent yourself and your business to customers when on a call. Proper telephone etiquette has a major impact on your business as it shows professionalism, creates a good first impression, and creates customer satisfaction.

Essential Phone Etiquette Rules

1. Answer Calls in 3 Rings or Less

Answering incoming calls in three rings or less is the standard for the telephone answering service industry. Answering calls quickly gives callers a good impression of your business and shows that you value your customers and their time.

Three rings may not sound like a long wait time, but it equates to around 18 seconds of ringing. After waiting that long, customers are likely to hang up and call the competition.

2. Speak Clearly and Professionally

Clear enunciation is essential for a good customer call experience! Callers tend to contact your business whenever they are ready to move forward in their buying process, so be sure that they can fully understand your call operators, or it could cost you a sale! 

Along with using a clear voice, be sure to speak at a healthy pace. Speaking too quickly can give off the impression that you are impatient, and speaking too slowly can make callers feel as though they are boring you, which is definitely not good etiquette.

3. Practice Active Listening

It is nearly impossible to understand a speaker’s message without giving them your full attention. We go over four key steps for effectively listening to customers—paying attention to the speaker, encouraging them to share the reason for their call, politely questioning any gaps in information, and repeating what you heard to ensure accuracy—in this blog post on listening skills

Following these four steps will help make you a good listener, especially if you have the energy and determination to do it right.

Phone Etiquette Dos

Monitor Your Tone of Voice

On the phone, where face-to-face interaction is impossible, tone of voice takes on significance. A defined tone of voice is essential in establishing clear communication between both parties.

Remember, the entire outcome of the call rests on the demeanor and tone of your phone agent.

Although it may sound unnecessary, smiling when you’re on a call has a huge impact! According to a study, a smile can actually be heard through the phone. This is because when a person smiles, they tend to use a more friendly tone of voice. 

When a caller hears your smile over the phone, they are likely to smile themselves. With all of these smiles, your customer has a greater chance of feeling heard and having a positive interaction with your business. Because of this, we believe smiling is one of the most important elements of proper phone etiquette.

Control The Call

Over the phone, a caller has only a person’s tone of voice and attitude on which to base their opinion. A tone that displays confidence will have an advantage over a weak tone. Furthermore, a confident tone commands attention, gets interrupted less often, and is more likely to instill confidence in the caller or customer. 

At Dexcomm, we call this controlling the call. Rather than talking over the caller or allowing the conversation to ramble aimlessly, the call center agent is trained to capture essential information and get that information to the correct party. This is important when you are relying on a call center answering service to extend the professionalism of the business that you have worked hard to build.

Use The 7 Ps

Always keep in mind that effective telephone etiquette requires you to be prepared, present, polite, patient, personable, professional, and proactive. At Dexcomm, we refer to these as the seven P s of call handling excellence and believe that they are essential to proper phone etiquette.

Lapsing on any of the seven P s can have a negative impact on your caller experience, which can lead to a negative impact on your company’s image and, ultimately, your bottom line.

Phone Etiquette Dont’s

Don’t Rush the Caller One thing you should never do while answering phones is rush or interrupt the caller. When you interrupt someone in a conversation, it implies that you already feel like you know what they will say. When you cut them off, it makes it look as if you think you know what they’re dealing with. This is something that can definitely agitate a customer, so it is best to avoid interrupting anyone.

Don’t Lack Confidence A voice that displays confidence will have an advantage over a weak tone by commanding more attention, trust, and minimizing interruptions.

Don’t Engage in Other Activities

Always listen carefully to what the caller is telling you. While on the phone, it is easy to be distracted and let your mind wander or even do other things such as cleaning up your desk or eating. But the time you or your operators spend with the caller should be all about the caller. Solving the caller's issue is an operator's first priority.

This concept also applies to angry callers. An angry caller needs your attention even more so. When handling angry or upset callers, always remain calm and listen. Arguing with an upset caller will not help them, and it will only lead to further aggression and an inability for your operator to solve their issue.

Don’t Forget to Complete Quality Checks

In order to guarantee that your business practices great phone etiquette, you must complete regular quality checks. 

You can do this by making test calls to your business line and verifying that your receptionists or call center agents are using professional telephone call handling techniques.

Proper phone etiquette is essential for a good customer service experience. Share this guide to business phone etiquette with your customer service team to improve your caller experience and better the reputation of your business.

Dexcomm is a Louisiana-based corporation that provides answering services to businesses and service agencies across the United States. We have been open since 1954, employ a staff of roughly 80 people, and our average client retention rate is 10+ years.

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Telephone Etiquette - PowerPoint PPT Presentation

Telephone Etiquette

Master the art of using courtesy and good manners while communicating over the telephone and excel in your professional and personal life by and experience skyrocketing your business. – powerpoint ppt presentation.

• In this growing electronic age, we often forget how important it can be to have simple telephone etiquette.
• Communication, the human connection, is the key to personal and career success.
• Paul J. Meyer
• First steps to gaining or improving a persons phone etiquette is to know the different aspects of it -
• Using Phrasing
• Tone of Voice
• Speaking Clearly
• Listening to the Caller Carefully
• Telephone language is different than our everyday language and can take some time to get used to its flow. But with the right tools, it can be easy to adapt in no time.
• Use Please and Thank You
• Eliminate Slang
• Avoid Using the Term You
• Emphasize What You Can Do, Not What You Cant
• If you let these distractions hinder our telephone etiquette, it will cause us to sound unprepared and unprofessional.
• Avoid Eating or Drinking
• Minimize Multi-Tasking
• Remove Office Distractions
• Do Not Let Others Interrupt You
• Knowing the right tools, such as a proper greeting and key phrases, can help the telephone operator through any situation.
• Avoid Long Greeting Messages
• Introduce Yourself
• Focus on Their Needs
• Using helpful techniques, the caller will have no problems picking up the phone and dialing a number.
• Be Prepared With Information
• Identify Yourself and Your Company
• Give Them the Reason for the Call
• Keep Caller Information Private
• How the operator responds can be the difference between saving and losing that customer.
• Listen to Their Needs
• Never Interrupt While Speaking
• Identify What You Can Do for Them
• Transferring Calls - Tell the caller why they are being transferred
• While Placing Callers on Hold- In order to assure the caller that you are there to help them, you must take precautions when placing them on hold.
• Taking Messages- Ensure you have all the information you need to handover the concerned person before disconnecting with the caller.
• Ensure Conversation Is Over - Always end with a professional Good bye
• Ensure the Voicemail Has a Proper Greeting
• Answer Important Messages Right Away
• Ensure Messages are Delivered to the Right Person
• It is important to the companys success that every employee is properly trained and able to demonstrate telephone etiquette before being let loose on the telephone.
• Group Training
• One-on-One Training
• What Is Peer Training?
• Defining Job Shadowing
• Many employees may not realize that their etiquette may be inadequate, so it is important that there are several tools available to help them get back on track.
• Screen Calls
• Evaluate Employee Performance
• Peer Monitoring
• Customer Surveys
• I think the best training a manager can be engaged in is management by example.
• Carlos Ghosn
• Good manners will open doors that the best education cannot.
• In a world of constant change, the fundamentals are more important than ever.

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Powerpoint Templates and Google slides for Telephone Etiquette

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• Telephone Etiquettes

Introduction

Communication through a Telephone plays a significant role in any Business organization. The modernization and digitalization of Businesses have to lead to various channels of communication, such as automated answering machines, texting, emails, etc. However, some people still prefer Telephone communication. It always gives a personal touch, more clarity, and a positive impression when Telephone communication takes place.

What is Telephone Etiquette?

Telephone etiquette implies the manners of using Telephone communication including the way you represent your Business and yourself, greeting the receiver, the tone of voice, the choice of words, listening skills, the closure to the call, etc.

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Importance of Telephone Etiquette

Telephone etiquette is essential when you communicate on the Telephone. The customer analyses you and your Business according to your communication. Following point shows how important it is to have Telephone etiquette while talking on the Telephone:

Professionalism

Communicating with Telephone manners always shows your professionalism. It makes the customers believe that their work is in good and safe hands. Most likely they would repeat the deal.

The impression that you create on Telephone communication has a lasting effect. The Telephone etiquette you follow makes the receiver feel respected.

Loyalty and Trust

Telephone etiquette builds the trust of your potential customers. It makes them loyal to you and purchases the products and services from you frequently.

Customer Satisfaction

When the customers get satisfied with the Telephone conversation, they are sure that their needs and requirements will be satisfied in-person also. It gives them a consistent and well-rounded experience.

Telephone Etiquette Elements

Every caller has their way of talking on the phone. However, there are some set of rules and Telephone etiquette guidelines that should be followed whenever you have Telephone communication. These are briefly discussed as follows:

Friendly Greetings

The way you greet your caller must be warm and pleasant. The call should get a feel that you are alert and attentive to his call. The cheerful and positive greeting will get back the same enthusiasm. Start with a proper salutation, thank you for calling, a brief introduction of yourself and the Business and then enquire about the reason for calling.

Body Language

Gestures, facial expressions, body language also have an impact while you communicate on the Telephone. While you talk on the phone, a cheerful voice and a bright tone give the feeling to the receiver that you are relaxed and at ease. Thus, body language has its communication even when you talk on the phone. Professional body language gives a good impression.

The Tone of Voice

The attitude on the phone gives customers opinions about your Business. Also, the attitude is conveyed through the tone you adopt to talk. The tone of your voice should be confident as well as respectful towards the caller. A pleasant pitch of voice gives a sweet note to the ears.

Sometimes it becomes inadvertent to inform unpleasant, upsetting and sensitive information on the phone. At such times, it becomes imperative to handle the situation tactfully. The choice of words should be soft yet stern and should not at all offend the caller.

Active Listening

An important point that office phone etiquette considers is active listening. You should provide undivided attention to your caller with the least possible disturbances. It gives the impression that you care about the customer and his needs.

Appropriate Closing

While bidding goodbye, always thank your customer and ensure that all that he wants to convey is completed. This ensures the customer that your Business is a customer-driven one. Also, try that the customer hangs up the call. This ensures there are no accidental hang-ups.

Business Phone Etiquette Tips

Let us discuss some of the Business phone etiquette tips:

Try answering the calls in the first two or three rings. This gives the feeling of being valued

The call should start with giving identification of yourself and your business to avoid any confusion

A positive tone of voice always has a better response back and helps to build a good rapport

A friendly and cheerful body language is always preferred

Always have minimum possible interruptions and distractions when you are on a phone call

Active listening and taking notes in parallel is beneficial for giving periodic affirmation of understanding the customer

Any customer always prefers a polite and sympathetic honest message

Before placing the call on hold for any reason, seek permission from the caller

Ensure all the requirements and queries of the caller are solved before you appropriately close the call

Golden Rules for talking on the Phone

Some Golden rules for people when they are in a call are-

Answering the Call- How one manages the calls they receive will determine the impression of the brand they represent. The first words the person speaks will give the caller an idea of how one is. Nobody likes to handle a call with a lazy customer service representative of a company. While attending a Business or work-related call, professionalism must be the priority in mind throughout the call. Knowing the Business and its guidelines is a crucial aspect of determining any issues the caller might be experiencing.

Listen is the Key- One should always let the caller speak and determine their problem in detail before cutting them or offering a solution. No one likes to be unheard and the person who called should feel that his opinions and problems really matter to the person who is on the call with them.

Putting Someone on Hold- No one likes to be put on hold. Especially during a Business call when the client or customer has some questions regarding the service, putting it on hold can be a task that is necessary. The person should know before they'll be put on hold and should not be left on hold for a very long time. This will annoy the customer and they might not wish to call again or buy again from one's organization.

Every Call is Important- One should never answer according to their mood and always stay calm while talking to clients or customers. No problem is a small problem when it comes to customers and it should always be kept in mind. Making every client feel important will build trust and loyalty within them and is very important for the general belief in the organization.

Different Types of Etiquettes

Etiquettes are rules that one should always follow. the different types of etiquettes are-.

Social Etiquette- Social etiquette is a set of rules that one should follow in society. 

Eating Etiquette- Eating Etiquette is the set of rules one should follow while eating in a public place. One should not make sounds while eating.

Business Etiquette- Business Etiquette is the set of rules that one should follow while they are in any Business. One should never cheat on their customers.

Wedding Etiquette- Wedding Etiquette is the set of rules one should follow while attending someone's wedding.

Meeting Etiquette- Meeting Etiquette is the collection of rules that one needs to follow, when they are attending any kind of meeting, presentation, etc. One should always listen to what the other people have to say and not interrupt any speaker. 

Bathroom Etiquette- Bathroom etiquette is the set of rules that an individual is required to follow while using public toilets. The restroom should be left neat and clean for the next person to come.

Corporate Etiquette- Corporate Etiquette is the manner an individual should behave while they are at work. Everyone must maintain the decency of the organization and avoid loitering around or peeping into others’ cubicles.

Appropriate telephone etiquette is essential as usually, communication on the Telephone is the first contact point for your Business. Thus it becomes critical to leave a positive lasting impression on all the customers to build up a distant relationship.

FAQs on Telephone Etiquettes

1. State the dos and don'ts of the Telephone Etiquette.

Following are some of the simple dos and don'ts of Telephone Etiquette:

Always smile while talking on the phone

Give a warm greeting and a brief introduction at the start of the call

Speak clear and without ambiguity

The caller should have a welcome feeling

Don’t be distracted while you are on a call

The voice should be perfect, neither too loud nor in whispers

Never keep the caller waiting on hold for a long time

2. What should be avoided when you are attending a call?

Following things should be predominantly avoided while you are on a call:

Try not to use the phone on speaker

Don’t eat or chew while on call

Avoid interruptions and distractions

Inconsistencies should be eliminated

Background noises should be minimized

Neither shut nor whisper

Keep a balanced tone of voice

Try using better equipment

3. What is the Golden rule to follow when dealing with a phone call?

While you are on a call and there is another call on some other line or a call waiting, address the caller for calling back. The first person will always have a priority. Have a follow-up on every call. Give a call back within twenty-four hours when you promise a piece of information. This is the Golden rule to follow when dealing with a phone call and should be followed during a call. Golden rules are the principles that should be kept in mind to exhibit appropriate behavior.

4. What are some Social Etiquettes?

Social manners indicate the conduct one displays in social circumstances, co-operations with one's family, companions, colleagues, or outsiders. Recalling people's names and causing them to feel great. Saying 'sorry' or 'excuse me' and using 'thank you' and 'sorry' are all kinds of social etiquette. The following are a few social practices to follow -

Utilize one's complete name to present yourself and welcome the other individual.

One can utilize 'hi, fantastic to meet you to loosen things up.

The following are a couple of tips to assist one with keeping up with appropriate social manners during on the web gatherings:

Dress for progress! It also shows that one focuses on subtleties, dazzling your crowd. It guarantees no repercussions, and one doesn't upset the progression of gatherings.

Take an interest in conversations and show any individual talking that one is humbly paying attention to them.

The Selfs of Excellence structure will help one introduce the best form of oneself and cause others to feel great in one's presence.

5. Why should one follow Etiquettes?

Etiquette is very important in a society. One should always follow them. The importance of Etiquettes are-

Etiquette makes on a cultured individual who leaves his impact wherever they go.

Etiquettes give rise to a feeling of trust and loyalty in individuals and also one becomes more trustworthy and mature. 

Etiquette enables people to value connections.

Etiquette guides one the way to talk, walk and behave in society.

Etiquette is important for a lasting first impression. The manner one interacts with their superiors, parents, co-workers, and friends speaks a lot about one's character and upbringing.

Etiquette helps people to gain respect and gratitude in society. No one feels like talking to people who do not follow etiquette.

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Telephone Etiquette.

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Telephone Etiquette

Jul 03, 2014

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Telephone Etiquette. Making a call . Ask politely for your party:  “Is Jack there?” or “Jack?”  “May I please speak to Jack?” Why? Here’s a scenario: “Is your mommy at home?” and the four-year old replies “Yes” … then silence. You go, “Hello?” “Yes?” says the four-year old  .

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• Making a call Ask politely for your party: “Is Jack there?” or “Jack?”  “May I please speak to Jack?” Why? Here’s a scenario: “Is your mommy at home?” and the four-year old replies “Yes” … then silence. You go, “Hello?” “Yes?” says the four-year old . Always be specific, never assume! To impress your friends’ parents, you may like to say: “Mr Lee (or in the Asian context, Uncle), this is Alison. May I please speak to Mary?” This will definitely earn you brownie points in their eyes 
• Making a call Identifying yourself when you reach your party: The phone rings, you answer “hello”, and the other party starts talking and you don’t have a clue as to who the caller is, but trying very hard to see if you can recognise the voice. The moment the caller takes a breather, you ask, “Er, who’s this?” Do identify yourself. Don’t assume that Caller ID will do the job for you. Not everyone has Caller ID.
• Making a call Don’t call at inconvenient times: 10 pm (unless of course you know the person really well and are calling him/her on his/her mobile and you know, for sure, they’re still awake!)  during meal times and definitely not at two in the morning! When in doubt, ask “Is this a good time to talk?” or ask when’s the latest time you can call. 
• Making a call Ask permission to use the phone: If you happen to be a guest in someone’s home or office (although most of us will usually use our mobile phones but just in case our mobile phones have “low bat”), do ask for permission before making any calls using the “land-line” – say “May I please use your phone?” Keep the calls short Definitely no overseas calls!
• Taking a call Say “Hello.”: No need to say “Lim’s Residence, Ah Beng speaking, how can I help you?” when answering a residential “land-line”. Some companies insist on their staff answering office calls within 3 - 4 rings and saying “Good morning, ABC Insurance, Rani speaking, how may I help you?” For some of us, our parents may want us to answer the phone in a particular way. If so, do as they ask 
• Taking a call Don’t screen other people’s calls: If the call you answer is for someone else, it’s none of your business who’s calling, no matter how curious you are. Don’t ask about the caller’s identity unless you have been specifically told to do so, in which case, say “May I tell them who’s calling?”
• Taking a call Don’t yell or shout: Say “Can you hold on a moment, please?” or “please hold on” if the call isn’t for you. Set the phone down gently and go find the person the caller wants to speak to. Or place your hand over the receiver so you can tell someone that he or she has a phone call, without the caller hearing everything you say. Don’t drop the receiver with a huge thunk or yell at someone to “COME GET THE PHONE!!” It may be more energy-efficient to shout than physically moving closer to the party whose attention you’re trying to reach, but it is also more rude!
• Taking a call Never give out personal information: For safety’s sake, it is always prudent NOT to reveal to strangers (over the phone etc) that you are home alone, or to give out your address or credit card numbers. And don’t say that your dad is in the bathroom – people are never “in the bathroom” to callers – say “they’re unable to come to the phone.”
• Taking a call Give the caller your full attention: Even though many of us can multi-task, it’s still considered rude to talk to someone on the phone while watching television, carrying on other conversations, or typing away at your keyboard. If you can’t focus on the phone call, let the person know that you’re in the middle of something and will call them back later. Break for Grp Discussion
• Mobile Phone Etiquette Learn how your mobile phone works so you can turn it off and on, adjust the ringtone volume and set the ringer to vibrate. Use your regular voice. A lot of people talk MUCH MORE LOUDLY on their mobile phones than they need to. Remember that the people around you don’t need to know all the details of your life. Similarly, try not to listen in on the conversations of others. Just because you can bring your mobile phone into the bathroom doesn’t mean you should. Nobody wants to hear you. Plus you could drop your phone in the toilet 
• Mobile Phone Etiquette Turn off your phone in movie theatres, libraries, concerts, plays, lectures, restaurants, classrooms, houses of worship, funerals, private dinners at someone’s home, etc. Try not to keep other people waiting while you talk on the phone. Keep all business conversations short. Don’t interrupt a face-to-face conversation, or a meal, to answer your phone, or to text/receive or send an sms. The person you’re with is more important than the person who’s calling.
• Mobile Phone Etiquette Don’t eat while talking on the phone. Don’t use SMS on company time unless it is business-related and is the most effective mode of communication for you and the other party – remember that sometimes, the sms doesn’t reach the recipient so in urgent and/or important and/or time-sensitive cases, you may want to speak to the person directly by calling them.
• Mobile Phone Etiquette If you absolutely must sms, for urgent personal reasons, keep your message short. And of course, check your SMS for accuracy before sending. Take a breather before you send out a nasty sms, in response to one you receive! This is because, once sent, it is impossible to retrieve a strongly worded sms, especially when you’ve calmed down and realised that you’ve blown it way out of proportion!
• Mobile Phone Etiquette If your phone has a camera, never take someone’s picture or a video recording without his or her permission. If your parents are paying for your mobile phone, it’s rude to run up a costly bill. Know how many minutes you can use each month, and keep track. If you go over, offer to pay the difference, even if it takes several months’ worth of your pocket money. When you say you’ll call back, CALL back!
• Using Positive Language Positive language & words that people like a positive climate for effective communication
• Using Positive Language upbeat words and words with positive connotations benefit, cooperation, efficiency, excellence, innovation, improvement, integrity, merit, opportunity, prestige, recognition, value-add
• The 10 Commandments of Telephone Etiquette THOU SHALT NOT … … make on accept calls during dinner … eat while talking on the phone … carry on conversations with people in the room while talking on the phone … make prank calls … screen other people’s calls unless asked to do so … hog the phone … listen in on the conversation of others … interrupt someone who’s on the phone unless it’s an emergency … neglect to give the messages thou takest … beep, whistle & pretend to be an incoming fax. [Source: Packer, Alex J, How Rude! The Teenager’s Guide to Good Manners, Proper Behaviour, and Not Grossing People Out. ]
• Take a look at the following statements and decide which of the two sentences sounds more hopeful and positive 1a. “I can give you the report by Friday.” 1b. “I won’t be able to give you the report till Friday.” 2a. “I can’t do that!” 2b. “This is what I can do.” 3a. “We may not be able to finish the job.” 3b. “We’ll do our best to get the job done.” 4a. “I don’t know anything about that situation.” 4b. “Let me find out and get back to you by tomorrow.”
• Take a look at the following statements and decide which of the two sentences sounds more hopeful and positive 5a. “Can you spell your name for me?” 5b. “And you are ...” 6a. “Wrong department.” 6b. “I’m sorry you’ve got the wrong department. Let me put you through, but if the connection is broken, please call them directly at this number …” 7a. “I’m still awaiting a final decision on that.” 7b. “They won’t approve it.” 8a. “Let me check if another store has that model in stock.” 8b. “Out of stock.”
• Activity 6 [Role Plays] Scenario 1: Do a role play between a customer service representative (CS Rep) at Best Electronics and a disgruntled customer. CS Rep: “Good afternoon, Best Electronics, _______[name] speaking, may I help you?” Caller: (upset) “I want to complain about a rice cooker I bought from your store at Bishan.” CS Rep: “I’m here to help you, mam. May I have your name and could you tell me more about your problem please?” Caller: “My name is Mrs Lee. I bought this branded rice cooker from your Bishan store and I invited my parents-in-law over for dinner! Imagine my embarrassment when the rice cooker didn’t work! My mother-in-law thought I didn’t know how to cook rice!” CS Rep: “I’m so sorry. May I know what you mean by “it didn’t work”? Caller: (angrily) “I mean, I put the rice and water in, switched on the rice cooker, and when it was time for dinner, the rice was still uncooked!! My mother-in-law thought I’d forgotten to switch it on but my husband checked and the switch was on. So embarrassing!” CS Rep: “Oh dear, I understand Mrs Lee. If you could bring it down to our store at Bishan, with the receipt, I’m sure we can check to see if the rice cooker is defective. If it is, we’ll get you another one!” Caller: “But I don’t know where the receipt is … I do still have the box and carrier bag though … I’ll try to come down this week.” CS Rep: “That should be alright. I’ll put a note in the system that you’ve lost your receipt then. Thank you for calling Best Electronics. Have a good day!”
• Scenario 2: Do a role play between a customer service representative (CS Rep) at Singtel Customer Centre and a customer. CS Rep: “Good evening, Singtel Customer Service Centre, _______[name] speaking, may I help you?” Caller: “Good evening, I would like to make some enquiries on my mobile phone account, please.” CS Rep: “Alright, sir. May I have your mobile number please?” Caller: “85123456!” CS Rep: “May I have your full name, please?” Caller: “My name is Arthur Tan Ah Long.” CS Rep: “Yes, Mr Tan. How can I help you, sir?” Caller: “Yes, I want to query about my mobile bill for this month. It’s $515.78! How can? My usual phone bill is about $80 max!” CS Rep: “I see. Mr Tan, please hold for a moment while I call up your detailed mobile phone bill … mmm … mmm. Okay, here it is. Mr Tan, did you download any big files recently?” Caller: “Download, no le! Eh, wait, wait. I downloaded some songs from A-M-P and the MyNokia maps la, but they said it’s free what!” CS Rep: “Ah, Mr Tan. The songs and maps are free, yes. But charges for downloading data still applies!” Caller : “What?? How can?? They said can download for free what! Aiyoh, if I’d know got to pay money, I wouldn’t have downloaded la. How? Can waive or not” CS Rep: “Mr Tan, I’m sorry. But I cannot waive these charges, because your plan is a corporate plan and there’s already a special preferred rate given to you. I’m sorry but you’ll have to pay the charges as stated in your bill!” Caller: “Arghhhhhh. Whatever la!” [slams down the phone]
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Etiquette for Telephone Conference IEP Meetings. Philip Patterson Coordinator of Special Education California State University, Bakersfield [email protected] Shandelyn Williams Director of Special Education Antelope Valley Union High School District [email protected]. Agenda.

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Etiquette . Press * 6 to mute; Press # 6 to unmute Keep your phone on mute unless you are dialoging with the presenter Never place phone on hold. Issues in Trial Design and Data Management July 17 th , 2008 Alan Sanders, Ph.D. Director, Center for Ethics Saint Joseph’s Health System

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Importance of Telephone Etiquette

By: Allen Schurdell. Importance of Telephone Etiquette. Answering the Phone Efficiently. Start of with a good initial greeting. You should thank the caller for calling and greet them with a good morning or afternoon.

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2. Objectives:. At the end of the Workshop, the participants will beable to:Use effective call greetings as a caller and receiverProject Del Mar's image in a positive manner Practice good telephone techniques and telephone manners Use appropriate language during telephone conversationsSpeak w

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ETIQUETTE. Leonardo da Vinci project 2010 – 2012 ,, KITCHEN AND RESTAURANT GUIDE FOR STARTERS ” F&B4YOU V ie šoji įstaiga K uršėnų politechnikos mokykla -Kursenai - Lithuania, Colegiul Tehnic de Alimetatie si Turism “Dumitru Motoc” - Galati - Romania. Stiluri de servicii şi tehnici.

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Telephone Etiquette. Building Extension’s Brand through…. Why is telephone skill important?. When you are on the phone with a customer or client, YOU ARE THE SINGLE representative of your organization. In other words,. You are OSU Extension!. “Rules” for Telephone Communication: .

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TELEPHONE ETIQUETTE

TELEPHONE ETIQUETTE. A matter of using courtesy and good manners. When do you practice telephone etiquette?. When answering calls Placing calls Handling business matters over the telephone. Basic Rule of Telephone Etiquette….

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Telephone Etiquette. Telephone Etiquette.

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ETIQUETTE. Leonardo da Vinci project 2010 – 2012 ,, KITCHEN AND RESTAURANT GUIDE FOR STARTERS ” F&B4YOU V ie šoji įstaiga K uršėnų politechnikos mokykla -Kursenai - Lithuania, Colegiul Tehnic de Alimetatie si Turism “Dumitru Motoc” - Galati - Romania. Stijlen van Dienst en Technieken .

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Telephone Etiquette. Be Pro-active!. Answer the phone after two or three rings with a friendly, business-like greeting. Hello, Jesse Lugar Speaking. Smile. Callers can tell, even if they can’t see you. When answering the phone for a colleague:. Ask, politely, for the name of the caller.

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Telephone Etiquette. Helpful Guidelines and Hints. Objectives. Enhance your professional etiquette How to speak How to listen How to be courteous. Why is this Important?. Display courtesy and respect Project professionalism Telephones are a daily business tool. How to Speak. Slow

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Professionalism, Telephone and Email Etiquette

Professionalism, Telephone and Email Etiquette. Presenter Nicole Brantley City of Savannah. Professionalism. What is it? Who is it expected from? How is it measured? Why bother?. Professionalism . What is it?

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Telephone Etiquette for business success

Telephone Etiquette for business success. Created By: Ramon Torres. Summary of presentation. Telephones is a vital source of communication The goal of these Business Etiquette Study Sheets is to assist you in becoming photogenic. It will help pay attention to detail

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Telephone Etiquette BB Notes 1

Telephone Etiquette BB Notes 1. Mr. Martin FoAT 5/31/2011. General Info. Taking ownership is the process of taking verbal responsibility for the company’s actions, instead of passing the problems off

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TELEPHONE ETIQUETTE. Answering the Phone (If not done properly, can leave extremely bad impression) Before answering the phone Discontinue other conversations. Stop eating, drinking, chewing gum, etc. Try to answer before the _________ring.

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Etiquette. Rules of the “ Do’s ” & “ Don’ts ” of accepted behaviors/mannerisms in society ( i.e. civility ). Netiquette. Refers to acceptable communication over an Internet connection Inappropriate communication could result in your being fired , fined , or imprisoned.

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Etiquette. The Survival Guide. What Is Etiquette?. Forms, manners, and ceremonies established as acceptable in a profession. Some organizations have manuals to define acceptable behavior.

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Telephone Etiquette. Topics: Answering the Telephone P.I.C.T.U.R.E Interviewing Techniques Personal Qualities for Phone Work Tips for Telephone Etiquette Handling Irate Customers 5 Phases of a Call. Answering the Telephone.

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Telephone Etiquette & Tips for Managing Unreasonable Caller Behaviour

‘ Quality Assurance & Verification Division National Complaints Office Sinead Kelleher, Senior Manager. Telephone Etiquette & Tips for Managing Unreasonable Caller Behaviour. Agenda. Telephone Etiquette. Telephone Etiquette. Answering Calls

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