Business phone etiquette

1. Communicating Over the
Phone

2. The Telephone and You
 Provide helpful hints and proven techniques
 Part of doing business means doing business
over the phone
 Phone is an important instrument in daily
business

3. Who Is On The Phone
 In most phone conversations, the listener typically cannot see you
… your message is communicated by your voice!

4. Using the Phone Directory:
 Use the phone directory to find the phone
number you are looking for which you do not
have.

5. Types of Phone Directory:
 The White Pages: which used to individuals’,
businesses’, and governments’ addresses or
phone numbers.
 The yellow Pages: Helps you find a business
phone number when you do not have one in
mind in particular.

6. Don’ts
 Frown 
 Mutter
 Sound Tired
 Use abusive language

7. Do’s
 Smile  (they really can hear it!)
 Speak Clearly and
 Concisely
 Lower the Pitch of your
 Voice
 Talk in a Positive Mood
 Listen/Discuss

8. Keys to Good Listening
Don’t talk and listen at the
same time
 Don’t Interrupt
 Concentrate
 Take Notes
 Helps you remember
 important points
 Interjections

9. Don’t talk and listen at the
same time

10. Create a Good First Impression
 Try to answer the phone on the SECOND ring
 Answer with a friendly greeting
 Smile  - it shows, even through the phone
 Ask the caller their name, even if their name is
not necessary for the call, and use it!
 Keep the phone two-finger widths from your
mouth

11. Putting Callers on Hold
 Always ask for permission
 Always thank the caller for holding

12. Leaving a Voice/Phone Message
 Phone Message should always include:
 Your name and company name
 Time and Date of call
 What the call is regarding (brief)
 If a follow up or return call is needed
 Phone number (office or home) speak SLOWLY
even repeat the phone number – include area code

13.  Thank you
 By:Yousef Alharbi