Home > Curriculum > Performance > Professional Telephone Etiquette

Print Version

Often a client's first contact with a business is by phone. The following guidelines will help to make the first impression a good one. Most of this etiquette can be used in personal conversations as well as at the office. Professionalism is polite, thoughtful, efficient, educated and valuable at all times.

  1. Answering calls for others

    1. Identify yourself and the company or person for whom you are answering and say, "How may I help you?
    2. Offer assistance in the absence of others--say, "She is not in today, perhaps I can be of assistance".
    3. Do not make commitments for others-say, "I'll give him your message when he returns," rather than-"He will call you as soon as he returns".
    4. Take accurate, legible messages with time, date, reason for call, urgency, company represented, if any, the best time to reach them and all other pertinent information.

  2. Transferring calls
    1. Explain the reason for the transfer-("Let me connect you with Mr. Heron in that department). Use the name of the person you are transferring to whenever possible.
    2. Know the transfer instructions for the telephone system so that you do not cut off your caller!

  3. Handling complaints by phone
    1. Listen carefully.
    2. Convey sincere interest and be empathetic.
    3. Agree as often as possible.
    4. Remain calm and courteous. DO NOT ARGUE!
    5. Do not interrupt unless the person needs to talk to another person or department.
    6. Do not blame co-workers.
    7. Explain clearly and be anxious to solve the problem or correct mistakes.
    8. Do not make unrealistic promises.
    9. Apologize, Be sure to say, "I'm sorry" to the customer. This is more sincere than "We are sorry."
    10. Act fast. Acting quickly shows that you are sorry and that you will handle the issue.
    11. Follow up. Get back to the caller to make sure the problem has be solved.

  4. When you are away from the office
    1. Arrange for coverage or leave a voice mail message for callers.
    2. Place a short message on the machine. Callers do not like to wait during a long message.
    3. Advise your office of where you can be reached.
    4. Check your messages during the day.

  5. Placing calls
    1. Plan your call. Knowing what you need to say will make your call brief and effective.
    2. Place your own calls when possible to add a personal touch and create good will.
    3. Identify yourself and quickly state your business.

  6. Qualities of a good voice
    1. Distinctness
    2. Pleasantness/warmth
    3. Vitality
    4. Naturalness
    5. Expressiveness
    6. Lower, mellow pitch

  7. Tips for creating a good image
    1. Use basic phrases of courtesy--"May I help you?, Please, Thank you, You are welcome."
    2. Use standard, accepted business phrases.
    3. Avoid slang-"uh huh, yeah, nope, dude, or bye bye for good bye".
    4. Do not chew gum.
    5. Do not slam the phone or cut off abruptly.
    6. Keep your promises.
    7. Smile while speaking. People can "hear a smile" over the phone!

  8. Education of employees
    1. Use written guidelines and verbal training.
    2. Assure adherence.
    3. Choose the proper employee for telephone answering (someone who loves the job).
    4. Insist that employees avoid saying, "Have a nice day." Callers are sick of trite clichés.
    5. Make sure that employees refrain from idle chitchat on company phone lines.

  1. Answering

    1. "Mid-State Band and Trust, this is Mrs. Schlerf. How may I help you?
    2. "Accounting department, this is Laura. How may I help you?"
    3. "Good morning, Dr. Nasir and Fareed's office, how may I help you?"

  2. Acknowledgements-Suggested responses to questions or comments
    1. "Thank you, I'll check." or "I'll see."
    2. "Yes ma'am/sir."
    3. "One moment please, I'll find out."
    4. "Yes, you may."

  3. Reports to caller
    1. "Mrs. Martinez is on another line, will you wait, please?"
    2. "He is away from his desk, may I take a message."
    3. "I'm sorry, Mrs. Hann is out of the office, may someone else help you."
    4. "Ms. Shultz is in the Trust Department, one moment please, I'll transfer your call."
    5. "I'm sorry to keep you waiting."

  4. Obtaining the caller's name
    1. "May I tell Mr. Snyder who is calling, please?"
    2. "May I say who is calling, please?"
    3. "May I have your name, please?"

  5. Obtaining the correct information
    1. Always repeat and read back messages for accuracy.
    2. "Will you spell the name, please?"
    3. "Will you repeat the number, please?"
    4. "The correct spelling is P-R-U-E-T-T?"
    5. "The correct number is 9-6-3-(pause)-5-8-7-1?"

  6. Progress reports
    1. "Mr. Lokey's line is still busy, do you wish to continue waiting?"
    2. "I'm sorry to keep you waiting, may I check further and call you back?"
    3. "That line is still busy, may someone else help you?" I
    4. "I'm sorry, she is still away from her desk, do you wish to continue waiting?"
Home > Curriculum > Performance > Professional Telephone Etiquette