Telephone Etiquette

Telephone Etiquette

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The telephone is one of the tools used in our daily business activities. The telephone is our link to the outside world. It is critical for everyone to understand how much professionalism matters on the phone. That is why it is so important to train our employees on the proper use of this important tool.

Building excellence through commitment is multi-faceted. One facet of excellence, perhaps the most important aspect is communication and the universal tool for the communication is the telephone. In today’s work world the phone dominates as a tool for selling, buying, researching, providing services and making lasting impressions. It can also be a source of great frustration, puzzlement and agitation.

The difference between a positive and negative experience with a phone call is you. The human factor in all communications makes the difference. Customers need to feel taken care of, well informed and motivated. When you answer the phone, it’s that “human moment” when customers can actually experience what it would be like working with you and your people. It’s the opportunity to create relationships for the future of your department or company.

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Every time you make or receive a telephone call at work, you are representing yourself, your department and company-to both external and internal customers. The impression you create will be a lasting one. Make sure your voice and mannerism reflect that you are alert and at your best!

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Before answering the call

*Clear your mind of all but the task at hand – responding to the caller. There’s nothing worse than trying to carry on a conversation with someone who is reading their emails, looking at documents or distracted with something other than your conversation. It’s frustrating, it’s rude, it makes you feel unimportant and they are likely to miss important information for lack of focus.

*Prepare your phone voice. Speak in a pleasant tone of voice...