business phone etiquette (1)

7/17/2019 Business Phone Etiquette (1)

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Business Phone EtiquetteBusiness Phone Etiquette



The Telephone and YouThe Telephone and You

Provide helpful hints and proven techniquesProvide helpful hints and proven techniques

Part of doing business means doing businessPart of doing business means doing businessover the phoneover the phone

Phone is an important instrument in dailyPhone is an important instrument in daily business business



Ways to Sound as Good as YouWays to Sound as Good as You

Really Are!Really Are! AlertnessAlertness

Show that you are wide-awake, ready to engage in aShow that you are wide-awake, ready to engage in aconversationconversation

PleasantnessPleasantness

Put a smile in your voicePut a smile in your voice Naturalness Naturalness

Use, simple, straightforward lang! avoid technical terms"slangUse, simple, straightforward lang! avoid technical terms"slang #istinctiveness#istinctiveness

Speaks directly into the phone! Use a normal tone of voice, theSpeaks directly into the phone! Use a normal tone of voice, thelouder you are, the louder everyone else becomeslouder you are, the louder everyone else becomes

$%pressiveness$%pressiveness &alk at a moderate rate and volume, but vary your voice tone&alk at a moderate rate and volume, but vary your voice tone



Don’tsDon’ts

'rown'rown

(utter (utter

Sound &iredSound &ired Speak in a Shrill )oiceSpeak in a Shrill )oice

Speak NegativelySpeak Negatively

*amble*amble



Do’sDo’s

SmileSmile +they really can hear it+they really can hear it

Speak .learly and .onciselySpeak .learly and .oncisely

/e $nthusiastic/e $nthusiastic 0ower the Pitch of your )oice0ower the Pitch of your )oice

&alk in a Positive (ood&alk in a Positive (ood

0isten"#iscuss0isten"#iscuss



Mental P...T.".R.E.Mental P...T.".R.E.

P 1 itchP 1 itch 2igh or low3 0ow carries better and is also more2igh or low3 0ow carries better and is also more

pleasant pleasant

4 1 nflection4 1 nflection Use voice to e%press ideas or moodsUse voice to e%press ideas or moods

#on5t talk in a monotone#on5t talk in a monotone

&he voice naturally rises on a questions or inquiry&he voice naturally rises on a questions or inquiry

)oices fall at a 6period,7 decision or completion)oices fall at a 6period,7 decision or completion




. 1 ourtesy. 1 ourtesy .ommon, everyday applies the same as face-to-.ommon, everyday applies the same as face-to-

face conversationface conversation

& 1 one& 1 one (any times it is not what you say, but how you(any times it is not what you say, but how you

say itsay it

)oice should reflect sincerity, pleasantness,)oice should reflect sincerity, pleasantness,

confidence, and interestconfidence, and interest




U 1 nderstandingU 1 nderstanding Avoid talking with anything in your mouth +gum, pencilAvoid talking with anything in your mouth +gum, pencil

* 1 ate* 1 ate *ate of speech should be adapted to personality of contact*ate of speech should be adapted to personality of contact

66'ast talkers7 can arouse suspicion'ast talkers7 can arouse suspicion

66Slow talkers7 can be irritatingSlow talkers7 can be irritating

$ 1 nunciate$ 1 nunciate .lear enunciation will help avoid misunderstanding and.lear enunciation will help avoid misunderstanding and

need to repeat yourself need to repeat yourself



#eys to Good $istenin%#eys to Good $istenin%

0imit your talking0imit your talking .an5t talk and listen at the same time.an5t talk and listen at the same time

#on5t 4nterrupt#on5t 4nterrupt A pause doesn5t always mean the individual isA pause doesn5t always mean the individual is

finished speakingfinished speaking

.oncentrate.oncentrate 'ocus on the conversation Practice shutting out'ocus on the conversation Practice shutting out

outside distractions and personal concernsoutside distractions and personal concerns



#eys to Good $istenin%#eys to Good $istenin%

&ake Notes&ake Notes 2elps you remember important points2elps you remember important points

0isten for ideas80isten for ideas8not just wordsnot just words 9et the whole picture, not isolated bits and pieces9et the whole picture, not isolated bits and pieces

4nter:ections4nter:ections

An occasional, 6;es,7 64 see,7 etc shows that yourAn occasional, 6;es,7 64 see,7 etc shows that yourlistening 2owever, don5t overuse themlistening 2owever, don5t overuse them



reate a Good &irst 'pressionreate a Good &irst 'pression

&ry to answer the phone on the S$.<N# ring&ry to answer the phone on the S$.<N# ring

Answer with a friendly greetingAnswer with a friendly greeting

SmileSmile - it shows, even through the phone- it shows, even through the phone Ask the caller their name, even if their name isAsk the caller their name, even if their name is

not necessary for the call, and use itnot necessary for the call, and use it

=eep the phone two-finger widths from your=eep the phone two-finger widths from yourmouthmouth



Puttin% allers on (oldPuttin% allers on (old

Always ask for permissionAlways ask for permission

$%amples$%amples 66>ould you holding while 4 get your file37>ould you holding while 4 get your file37

66.an you hold briefly while 4 see if (r ?ones is.an you hold briefly while 4 see if (r ?ones is

available37available37

Always thank the caller for holdingAlways thank the caller for holding



Trans)errin% a allerTrans)errin% a aller

Always transfer the caller to the desiredAlways transfer the caller to the desired person5s e%tension, not to the operator person5s e%tension, not to the operator 0imits number of transfers0imits number of transfers

Saves the caller time from e%plaining issue againSaves the caller time from e%plaining issue again

&ell the caller who you are transferring them to&ell the caller who you are transferring them to

Announce the caller to the person you areAnnounce the caller to the person you aretransferringtransferring



Ta*in% Phone Messa%esTa*in% Phone Messa%es

Phone (essage should always include@Phone (essage should always include@

.aller5s name and company name +if applicable.aller5s name and company name +if applicable &ime and #ate of call&ime and #ate of call

>hat the call is regarding +if possible>hat the call is regarding +if possible

4f a follow up or return call is needed4f a follow up or return call is needed

Phone number +office or homePhone number +office or home



$ea+in% a ,oi-ePhone Messa%e$ea+in% a ,oi-ePhone Messa%e

Phone (essage should always include@Phone (essage should always include@

;our name and company name;our name and company name &ime and #ate of call&ime and #ate of call

>hat the call is regarding +brief>hat the call is regarding +brief

4f a follow up or return call is needed4f a follow up or return call is needed

Phone number +office or home speak S0<>0;Phone number +office or home speak S0<>0;

even repeat the phone number 1 include area codeeven repeat the phone number 1 include area code



$ast 'pressions$ast 'pressions

/efore ending the call, always8/efore ending the call, always8

(ake sure you answered all the caller5s questions(ake sure you answered all the caller5s questions Always end with e pleasantry@Always end with e pleasantry@

2ave a nice day2ave a nice day

4t was nice speaking with you4t was nice speaking with you

0et the caller hand up first0et the caller hand up first



#on5t give more than your first name#on5t give more than your first name

#on5t get personal, even if they do#on5t get personal, even if they do

/e prepared for re:ection 1 :ust apologie for/e prepared for re:ection 1 :ust apologie for bothering them and graciously get off the phone bothering them and graciously get off the phone

4f you need help 1 get a supervisor 4f you need help 1 get a supervisor

;our Phone (essage 9reeting 1 make it;our Phone (essage 9reeting 1 make it professional professional

business phone etiquette (1)

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