Introduction
The telephone is a key tool in business communication. Proper etiquette ensures professionalism and clarity in interactions.
Basic Rules
- Speak clearly into the handset or headset.
- Avoid eating or chewing gum during calls.
- Do not cover the phone or press it to your chest.
- Politely ask the caller to hold if interrupted.
- Press HOLD before placing the handset down.
- Always remain courteous and professional.
Answering the Telephone
- Answer your phone whenever possible.
- Answer within 2-3 rings.
- Use professional greetings, e.g.:
- “Thank you for calling [Department]. How may I assist you?”
- “[Your Name] speaking. How may I help?”
Placing a Caller on Hold
- Ask permission: “May I put you on hold?”
- Check back every 30–45 seconds if the hold is long.
- Thank the caller upon return and provide updates.
Transferring a Call
- Explain the reason for the transfer.
- Ask permission before transferring.
- Confirm the other party is available to take the call.
- Return to the caller with details if necessary.
Taking Messages
- Record the caller’s name and contact info.
- Note date, time, and message content.
- Indicate required action (call back, urgent, etc.).
- Maintain confidentiality and deliver promptly.
Returning & Outbound Calls
- Schedule calls to avoid phone tag.
- Verify numbers and details before calling.
- State your name, recipient, and message clearly.
Concluding the Conversation
- Use polite closing phrases, e.g., “I’m glad we resolved this.”
- Summarize any follow-up actions.
- Maintain a professional tone until the call ends.