Front Office Telephone Etiquettes

2. Telephone Etiquette
Telephone etiquette
implies to a set of rules
that apply when people
make calls to others or
when they are receiving a
phone call.

3. Telephone
Etiquette
continues
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!

4. Before you place calls
Be prepared –
plan your
conversation
01
Turn away
from your
computer desk
or other work
02
Have pens,
pencils and
notepaper
handy.
03

5. Answering the phone
• Smile as soon as guest picks the phone –
Customer will hear it in your voice.
• Project a tone that is enthusiastic, natural,
attentive and respectful.
• Greet the guest and identify yourself and your
business

6. During
the
conversation
• Speak / pronounce clearly
• Use simple English
• Do not use slang – uh, hmm, yeah, dude
• Always speak calmly and choose your
words carefully
• Use all your listening skills
• Focus all your attention on the caller and
the conversation
• Clarify and check for understanding
• Use basic phrases of courtesy E.g., “May I
help you?” “Please”, “Thank You”, “You
are welcome”.
• Do not chew gum or eat anything during a
conversation
• Do not slam the phone or cut off the call
abruptly

7. If there is a problem; project a tone that is
concerned, empathetic and apologetic.
Avoid these five forbidden phrases:
• “No” - Instead, find a way to state the situation positively
• “I don’t know” - instead say “that is a good question let me
find out for you”
• “I/we can’t do that” - instead, say “this is what I can do”
• “You will have to” - instead say “here is how I can help you”
• “Just a second” - instead, give a more honest estimate of how
long it will take.

8. Placing on hold
• Always ask the guest before putting
him/her on hold.
• Never keep a customer on hold for
more than 30secs. If you have to take
longer than that, return to the person and
tell them that you will have to take some
more time and ask if you could call back.
• When you return to the customer, thank
him/her for holding

9. Dealing with angry customers
Listen; allow the
customer to vent
Empathize;
acknowledge the
person’s feelings
Apologize when
appropriate.
Be positive
Solve/suggest generate
solutions that you can
both agree on and if
reasonable do it.
Remain calm and
courteous, do not argue.
Do not interrupt.
Explain clearly do not
make unrealistic
promises.
Act fast, acting quickly
shows that you are
sorry and that you will
handle the issue.
Follow up get back to
the customer to make
sure the problem has
been solved.

10. Concluding the call
End the conversation with
an agreement on what is to
happen next.
Thank the guest for his/her
time.

12. Thank You