Conducting business over the phone requires using professional etiquette and being mindful about how the person on the other end of the phone line interprets the tone of the call.

1. How To Use Proper Telephone Etiquette
Conducting business over the phone requires using professional etiquette and being mindful about how the person
on the other end of the phone line interprets the tone of the call. When people answer phone calls for a business,
they are representing that business and influencing how callers perceive that company. Because of this primary
responsibility to represent the company in a professional manner, employees need to remember the etiquette
required for answering, as well as placing, live telephone calls to US toll free numbers and local businesses.
Maintain a Professional Tone
Handling professional phone calls greatly differs from handling calls on a personal phone. Telephone answer
services and others who take calls for a business must speak in a professional manner rather than lapse into slang-
filled and too familiar chit-chat. Rather than answering in a manner set aside for relatives and friends, professionals
should use a business-appropriate greeting. Answering the phone with “Good morning,” or “Good afternoon,” or
even simply “Hello, thank you for calling…” can set the professional tone of the call and help the caller and call
recipient remain professional for the duration of the call.
Be Courteous When Placing Someone on Hold
Many times during a business call, it’s necessary to put the caller on hold. Many callers do not mind being put on
hold if they are advised about the reason why the hold is necessary. To place a customer or business associate on
hold, apologize and explain that the hold is necessary to research a matter or contact another person at the business.
Simply saying “Hang on” can be interpreted as too abrupt and rude for a business call. Telling the caller that the
hold will be as brief as possible and giving a full explanation for why the hold is necessary can help that caller be
more at ease about being placed on a hold. Likewise, if the hold lasts longer than expected, check with the caller
every few minutes and assure him or her that the reason for the delay is being addressed promptly.
Don’t Take it Personally
Telephone answer services, just like other businesses, take calls from angry customers occasionally and are
subsequently subjected to verbal abuse. Callers who become angry rarely are upset with the person on the phone.
Rather, they are angry with the company as a whole. It can be tempting, even for professionals, to take these insults
personally and respond angrily. The best advice is to handle these calls as objectively as possible and apologize
when necessary. If you can, you should handle the matter as quickly as possible.
Leave a Message
Whether you are taking calls or placing calls, a certain degree of etiquette and professionalism is required. Callers
should speak slowly and clearly so that the other person can understand them. When leaving a message on
voicemail, speak loudly enough to be recorded. Don’t forget to leave a contact number and your full name so
someone can return your call. This professional manner helps making calls to US toll free numbers and local
businesses easier.