Telephone etiquette

TELEPHONE ETIQUETTE Ariana Smith
Ibrahim Williams
November 10, 2015
1st Period

TIP #1: SPEAK CLEARLY

Make sure ALL words are clear when speaking to the caller.
Articulate words while slightly smiling.

TIP #2: DON’T USE SLANG WORDS

Using slang words during phone conversation is inappropriate and unprofessional.
Use phrases, such as “just a moment” or “hold on a sec”

TIP #3: DON’T TALK WITH A FULL MOUTH

Doing this will make it difficult for the caller to understand you.
It can also be frustrating, especially during an urgent call!

TIP #4: ASK HOW YOU CAN HELP (BUSINESS)

Listen to what the customers wants and needs, then offer assistance.
Attempt to help the customer to the best abilities

TIP #5: DON’T SPEAK TOO LOUD OR SOFT

Answer the phone in the volume you normally speak.
Speaking softly will make it challenging for the caller to understand what you are
saying.
Talking to loud sounds too harsh and rude.

TIP #6: DON’T LEAVE CALLER ON HOLD

Don’t leave person on hold for a long period of time.
Check back every few seconds to keep the caller informed

TIP #7:'DON'T' ANSWER THE PHONE CASUALLY

At home, answer the phone with "family last name residence"; greet the caller
according to the time of day.
when answering a business phone, state the name of the business or state the
company's slogan immediately.

TIP #8:GREET THE CALLER APPROPRIATELY AND
NOT WITH ATTITUDE NOR ANGER

Again when answering the phone, greet the customer according to the time of day
Always thank the customer for calling in your initial greeting this invites the caller to
feel comfortable voicing a complaint or asking a question even if the caller calls the
wrong number.

TIP #9: BE PREPARED

Prepare a standard greeting.
Ex: "Hello, this is Amy from Best Buy. How may I help you today?"

TIP #10: BE UPBEAT

Try to maintain a cheerful tone of voice, even if you aren’t feeling good.
Smiling will help with being upbeat.

TIP #11: BE PROFESSIONAL

Try to speak like a professional
Do NOT use phrases such as, “What’s Up” and “Just a sec”

TIP #12: BE COURTEOUS

The person answering should ask for the caller’s name and how they could be of
service.
The caller should correctly feel that they are receiving personal attention and
service.

TIP #13: LISTEN TO THE CALLER’S REQUEST

Listen carefully to the caller’s request
Ask the customer questions to determine how you can help them.
Don’t interrupt the caller while he/she is speaking.

TIP #14: ASK TO PLACE CALLER ON HOLD

Before placing the caller on hold, ask for permission FIRST.
Once you’ve placed the caller on hold, quickly work so that you can address the
customer’s problem as quickly as possible.

TIP #15: DO NOT ALLOW INTERRUPTIONS TO
OCCUR

Do not carry on side conversations with people around you.
The person on the telephone takes priority over someone who happens to walk in or
be in your office, while you are on the phone.

TIP #16: LEAVING MESSAGES CORRECTLY

Do not use broken phrases, slang, or idioms.
Always leave the telephone number used for return calls in the message.

 Repeat it slowly so that the caller can get it.

PROPER TELEPHONE CONVERSATION

*Ring, ring, ring, ring!
Operator: Good evening, this is Mark from Greenway Hospital. How may I help you?
Caller: I am trying to reach Dr. Jones, please.
Operator: Sorry, but he is not in the office at the moment.
Caller: Do you know what time I should expect his return?
Operator: Yes, I do. He should be returning no more than 45 min. to an hour. Would you like me
to leave a message for him?
Caller: Yes, please. May you tell him that I wanted to ask questions and get some expertise
about some of the symptoms I have been experiencing?
Operator: Will do, and what is your name and number that you can be contacted so I can tell
him you called?
Caller: My name is Joanne Miller and I can be contacted at (678)123-4567
Operator: I have that down, thank you for your patience. Have a great day.
Caller: Thank you, and you do the same.

CONCLUSION

Based on doing research, we found that telephone etiquette is extremely important, especially
when it comes to business/ formal calls. Telephone etiquette refers to a set of rules that apply when
people make calls to others or when they are receiving a phone call (wisegeek). These rules are mainly
used in the workplace between different businesses. Telephone etiquette is important because it is part
of basic customer service, it enhances communication skills, and it gives first impressions to people you
make contact with.

REFERENCES

http://www.ehow.com/info_8007796_10-dos-donts-telephone-etiquette.html
http://www.ehow.com/way_5374469_professional-ways-answer-business-
phone.html
http://www.advancedetiquette.com/2012/01/8-telephone-etiquette-tips/
http://www.wisegeek.org/what-is-telephone-etiquette.htm#didyouknowout
http://www.wahm.com/articles/the-importance-of-learning-business-telephone-
etiquette.html