Telephone etiquette

1. Telephone Etiquette
Taha Khan
MBA ( Finance)

2. Using the Telephone Effectively and
Courteously
 Answer the phone before the third ring.
 Answer calls and return missed calls within 24
hours.
 Always identify yourself when placing a call.
 Keep conversation brief, but not to the point of
curtness.
 Address people by their names and titles, as
appropriate.
 Place a call on hold, if necessary, rather than
leaving a phone with an open line.
 Respond promptly to all requests.

3. Using the Telephone Effectively and Courteously
 Listen. Do not interrupt a caller or become
impatient.
 Do not talk with food or chewing gum in your
mouth.
 Respond courteously to requests and
responses.
 Always let the customer know when you will
return the call. This must never exceed one
day.
 When you have finished talking, say “Thank
you, Mr. or Ms. ____. Goodbye.”
 Let the caller hang up first.

4. Placing A Call
1. Know the name of the person you want to
reach and how to pronounce it.
2. Verify the phone number before calling.
3. Keep frequently called numbers handy.
4. Ask the caller if it is convenient to talk.
5. Insist on calling back if the connection is
faulty

5. Choice of Words
1. Avoid crude expressions.
2. Reply with a distinct “yes,” rather than
“yeah.”
3. Show respect with simple comments and
responses such as “Thank you,” “ I
appreciate your help,” and “Please.”
4. Avoid responding with non-words noises,
such as “ah,” “uh-huh” or “ummm.”
5. Speak slowly and pronounce words clearly.

6. Placing Calls on Hold
1. Ask permission before placing a caller on hold.
2. Return to the line periodically.
3. Ask callers if they want to continue holding.
4. Indicate how long the delay could be.
5. Offer to call the person back if the wait will be
long.
6. Never leave a customer on hold for longer than
one minute.
7. Be courteous, respectful and professional.

7. Answering Multiple Incoming Calls
1. Place the first call on hold.
2. Answer the next call.
3. Complete the second call only if it can be
handled quickly.
4. Return to the initial call promptly.
5. Provide quality service that meets or
exceeds the customer’s expectations.

8. Transferring Calls
1. Transfer calls only if you are unable to help the
caller.
2. Ask permission to transfer calls.
3. Give names and complete telephone numbers
to the caller in case the call is disconnected.
4. If the caller complains about being transferred,
suggest having the call returned instead.
5. Give the new party any helpful information
before completing the transfer.
6. Never transfer a caller more than two times.

9. Cutting Calls Short
 Give a short, sincere explanation for ending
the telephone conversation.
 For example, “I’m sorry to cut this short, but I
have a visitor waiting to see me.”
 Make plans to get back with the caller if
necessary.
 Example: “We have a staff meeting in five
minutes. May I call you back?”

10. Taking Messages
1. Write a message, even if the caller indicates
they will call back.
2. Include the time and date.
3. Write legibly.
4. Verify the caller’s name and phone number
by repeating the information.
5. Include as much information as possible to
help the message recipient return the call.
6. Sign or initial the message slip and deliver
the message promptly.

11. You Call The Wrong Number
If you place a call and reach what appears to be a
wrong
number, immediately check the telephone
number.
For example:
1. “I beg your pardon, but is this (305) 375-
0000?”
2. If it is evident that some error was made,
express regret, even if you were not
responsible.

12. Someone Calls You by Mistake
1. Inform the caller politely that he/she
reached a wrong number.
2. Suggest that the caller recheck the number
and dial again.
3. If the caller is trying to reach an employee
or department, do your best to find the
number and assist the caller in transferring
the call.

13. Screening Calls
1. Avoid giving the impression that calls are
being screened.
2. Do not ask the caller’s name before saying
the requested party is unavailable.
3. Ask if the call can be returned.
4. Use judgment in determining whether the
supervisor needs to talk to every important
person.
5. Transfer a call if it is an emergency

14. Handling Complaints and Angry Callers
1. Never make an angry caller wait for more than 30
minutes for a supervisor.
2. Listen to the complaint, investigate and act to
resolve the issue.
3. Avoid interrupting until the entire complaint has
been stated.
4. Do not allow yourself to get angry.
5. If the caller is angry, pause before you respond.
Then respond politely.
6. If the caller is extremely angry, ask if you can call
back.
7. If the caller refuses, ask if you can have few
minutes to collect needed information. This
additional time may allow the caller to calm down.

15. Handling Complaints and Angry Callers
Continued…
1. Never put an angry caller on hold. This may
make them more angry.
2. Empathize. Express regret for the situation.
For example: “I’m sorry for the
inconvenience.”
3. Find a way to agree with their circumstances.
For example: “I understand what you are going
through. I’d be upset too if that happened to me.”
4. Suggest alternatives for handling the problem
that you have the authority and take
responsibility for providing answers to the
customer.

16. Managing Your Voice Message System
1. Answer your telephone when you are at
your desk.
2. Let the system pick up when you can’t
answer.
3. If you must leave you desk, check for
messages promptly upon returning.
4. When returning a call and the system
answers, leave a clear, detailed message
including your phone number.
 When your availability changes, change
your greeting.

17. Something to Remember
A person may forget what you say,
A person may forget what you do,
But, a person will not forget how
you made them feel…

18. Success is…
When every customer leaves
satisfied.