Although emails and instant messaging have become very popular as social communication tools, the phone call is still very important for doing business. The protocol for speaking on the phone has certain rules of etiquette that most would think are common knowledge. But are they common practice?
It is a good idea to revisit the rules of telephone etiquette from time to time with the team so that everyone is consistent in their use of the telephone—including answering calls, making calls, leaving messages when calling out and the voicemail message that answers your own extension when you are not available.
There should be a consistent way of answering the phone at your organization. Everyone should have the same greeting when picking up a ringing call. A typical example might be:
“Good Morning. Thank you so much for calling ServiceElements. This is Christine. How may I be of service to you today?”
Simple telephone practices that are important to remember:
- Be aware of noises or distractions around you that the caller may hear
- Try not to get distracted from your conversation or message---actively listen
- Be discreet on calls in case someone could possibly overhear sensitive information
- Speak clearly with no slang (slang words like ‘hang on’, ‘yeah’, ‘okey-dokey’, ‘dunno where he is’) and definitely avoid swear words
- Never address someone who is unfamiliar to you by their first name
- Use titles and be formal whenever possible
- Always identify yourself and the reason you are calling when making a call. Example:
“Hello. This is Christine Hill from ServiceElements. I am calling for Ms. Smith regarding our call yesterday. My callback number is xxx-xxx-xxxx. Thank you.”
- When it is necessary to put someone on hold, try to ask them before you do it. Be sensitive to caller who may have already been on hold for some time.
Remember the saying “the devil is in the detail” when answering and making phone calls. Prospective and current customers will definitely notice a difference if you take extreme care with your calls.
