This document provides guidelines for proper telephone etiquette, both in personal and business contexts. It outlines best practices such as identifying yourself when answering calls, actively listening, taking messages, scheduling outbound calls, and using polite greetings and closings. Specific tips are given for improving voice quality, paraphrasing, holding calls, note taking, informing callers about absent colleagues, and avoiding unprofessional behaviors or casual language. The goal is to conduct phone conversations in a respectful, organized, and professional manner.

1. Telephone Etiquette

2. Introduction
The following guidelines can be used in
personal conversations as well as at the
office.
Proper business phone etiquette can make a
positive impression on your callers.

3. To Do on Phone
 Improve Voice Quality
 Listen actively
 Paraphrase
 Hold & Mute
 Transfer Calls
 Take Messages
 Exhibit Telephone courtesy

4. Schedule Outward Calls
• At the beginning of each day:
• Make a list of the calls you have to make
• Put them in order of priority
• Allocate time for each call

5. Appropriate Greetings
• As you place/ respond to a call:
• Identify your company
• Give your name and job title/department
• Ask how you can help the caller
– “Good Morning,
– My name is <your first name>, How may I help you?”

6. Close the call
• When you close the call:
• Make sure that the caller has no more queries
• Let the caller put down the receiver first
• Use the following phrases:
– You are welcome Sir/Madam
– We appreciate your calling
– Thank You for calling
– Please, feel free to call again
– Have a nice day!

7. Listening skills
• Use “Active Listening Skills”:
• Listen attentively
• Let the speaker know you listen
• Give verbal attention, e.g.:
– 'yes', 'I see', ‘alright,’ ‘uhh’, ‘I know what you mean’

8. Take Notes
• The human memory is not perfect.
• Jotting down helps you “Actively listen”.
•
• Written notes give you a record of :
 the customer’s name and message
 Correct spellings
 Case reviews
 Accurate contact information

9. Absent Colleagues
• State politely about your absent colleagues whom the caller may
want to speak to:
– Johar isn’t available at the moment
– Raj just stepped out
– Nikita is in a meeting
– May I help you?

10. Things to Avoid
• Let it ring more than four times
• Eat and drink while talking on the phone
• Be too familiar
• Talk to someone else in your office
• Have too much background noise
• Speak too quietly or too loudly
• Speak too quickly

11. Some Casual Words
• Yeah
• OK
• Sure
• One Sec
• Just a minute
• Who’s speaking?
• I’ve no idea!
– Replace them with...

12. Professional Expressions
• Yes Sir
• That’s right Sir
• Very well Sir
• Certainly Sir
• Let me check that for you Sir.
• Let me check and find out.

13. Any Questions