Telephone etiquette refers to the practices and conventions for proper telephone communication. It is important for representing a company professionally and enhancing its reputation. Key aspects of telephone etiquette include preparing for calls with a positive attitude, greeting callers warmly, identifying customers' needs, keeping callers informed if they are placed on hold, and closing calls politely. Following good telephone etiquette shows respect for customers and helps create a positive impression.

1. By Sahil Chandnani
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2. What is telephone etiquette?
Telephone etiquette is the way you represent
yourself and your business to customers and
coworkers through telephone communication.
They are practices and forms prescribed by social
convention or by authorities.
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3. WHY IS TELEPHONE ETIQUETTE IMPORTANT?
• Your voice is your company!
• Company’s reputation is enhanced
• Customers are happy because of good interaction
• Shows professionalism
• Positive image is formed
• Speak with an effective telephone voice
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4. Telephone Etiquesttes
PRE CALL
PREPARATION
CALL OPENING
CONVERSING WITH
THE CUSTOMER
AND IDETIFY THEIR
NEED
HOLD PROCEDURE CALL CLOSURE
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5. PRE CALL PREPARATION
Before the call…
• Feel good about your work
• Smile
• Have a positive attitude
• Make sure that the telephone is placed correctly
• Organize your desk that you have the following handy
namely a pen, a paper pad, a glass of water
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6. CALL OPENING
• The first impression a customer gets of your company, is the first 15
seconds of your conversation with the customer.
• Warm and professional greeting
• Be enthusiastic
• E.g. Good morning, Thank you for calling our company. How may I
help you?
• Your voice is your communication tool, hence keep it honed &
polished at all times.
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7. CONVERSING WITH THE CUSTOMER
• Be respectful to the customer
• Be patient with your customers and do not sound
rude or annoyed
• Remember to maintain enthusiasm in your tone
• Customer wants to talk to someone who is not
available
- Mr. Berg is not taking call right now, can I take a
message?
- Jonathan is out today can I forward you to his
voice call?
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8. Problems while listening
• You can use sentences like …
• I am sorry, I can’t hear you.
• Could you please spell that for me?
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9. Hold Procedure
• Specify the duration
• Explain the reason
• Get back to the customer in the commited time frame
Say “Thank you” when….
• You get back to the customer for being on hold
“Thank you for being on hold”
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10. TRANSFERRING/ CONNECTING THE CALLER
TO THE ANOTHER PERSON
• Please hold while I connect you to him
• Hold on a moment, please.
• I will put you through Mr. Savan’s phone if you get disconnected for
some reason, his ext. no. is 6445
• I’ll ask Mr. Savan to call you back as soon as she is free
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11. CALL CLOSURE
• Summarize what has been discussed
• End on a positive note
E.g. Have a nice day, sir!
• While, closing the call:
- Have a pleasant tone and be courteous
- Don’t sound rushed
e.g. Thanks for calling Mr. Kapadiya is there anything else I can assist
you with?
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