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 Clear Smile Pleasant Lower mellow pitch No gum or food Avoid slang or complicated language Concise
How to Listen
Turn off background noise Listen carefully Mentally imagine the other person
How to be Courteous
Call between the hours of 8am and 10pm unless you have prior permission
Remember time zones Ask for permission before placing
someone on speaker phone Maintain a calm attitude
Answering the Phone
Answer with 2-3 rings Use a professional and pleasant
greeting Identify yourself and your
organization/department
Answering Quiz
Phrase Correct Incorrect Questionable
Accounting, this is Mary.
Accounting, what do you want?
Good morning, STC, may I help you?
?
Placing Callers on Hold
Do you mind holding? Periodic checks (30-45 seconds)
Offer options: Continue to hold or call them back
“Her line is still busy, do you wish to continue waiting or may someone else help you?”
Thank them for waiting Take a message, transfer or arrange a
specific call time if caller cannot hold
Transferring Calls
Know how to transfer calls Provide the reason for the transfer
Give the name, department and phone number of where they are being transferred to
Ask if they would like to be transferred
Call ahead Not sure where to transfer them?
Investigate and call them back
Screening Calls
Not good for public relations Announcing calls
“Yes he’s in. May I tell him who’s calling, please?”
Screening calls “May I say who’s calling?...Thank you.
Let me check and see if he’s in.” “She’s away from her office; may I take
your name and number?”
Taking Phone Messages
Use telephone forms Name of person for whom the message
was left Caller’s name, company/department,
phone number Date and time Message Action Always repeat messages for accuracy
“Will you spell the name, please?” “Will you repeat the number, please?”
Closing the Conversation
Talk in past tense Use “closing phrases” State follow-up action Thank them for calling and say
“Good-bye”
Telephone Etiquette
Courtesy=