Proper Telephone Etiquette

Summary

This script emphasizes the importance of proper telephone etiquette in business communication, with 80% of business still conducted via phone. It highlights key practices such as answering calls within three rings, speaking with a smile, using clear and concise language, and following up when placing someone on hold. The script also stresses the need to use department-specific telephone etiquette scripts and ensures customers feel valued and well-served. By adhering to these guidelines, businesses can create a positive and efficient customer experience, leaving callers confident in being directed to the right person.

Takeaways

• 📞 Despite modern communication methods, 80% of business is still conducted by telephone.
• 😀 The telephone often serves as the customer's first impression of a company.
• ⏱ Answer calls promptly, ideally within three rings, with a friendly and smiling tone.
• 📝 Always be prepared with pen and paper to take notes or messages during calls.
• 🙋‍♂️ Ask permission before placing a caller on hold and check if they are willing to wait for extended periods.
• ❌ Never perform a blind transfer; always introduce the caller before transferring the call.
• 🎙 Maintain a consistently pleasant, enthusiastic, and welcoming voice during calls.
• -
• 💬 Speak clearly and concisely, following the established telephone etiquette script for your department.
• 📄 If a department script is unavailable, reach out to a supervisor or request a template to customize.
• 🤝 Proper telephone etiquette ensures customers feel valued, listened to, and well taken care of.
• ✅ At the end of each call, customers should feel confident they are being directed to the right person promptly.

Q & A

Why is telephone etiquette so important in business?

Telephone etiquette is crucial because, despite the various ways people communicate today, 80% of business interactions still occur over the phone. Additionally, the telephone is often the first impression customers have of a company, so it's vital to create a positive and professional experience.

How soon should a call be answered to demonstrate good telephone etiquette?

Calls should be answered within three rings to show urgency and responsiveness. This helps convey that the company values the caller's time.

How can you ensure the caller knows you're smiling while on the phone?

A smile can actually be heard over the phone. Maintaining a warm, enthusiastic tone in your voice helps convey a friendly and welcoming attitude, even if the caller can't see you.

Why should you always be prepared with pen and paper when answering calls?

Being prepared with pen and paper ensures you can take detailed notes or record any messages accurately. This shows professionalism and helps avoid missing important details during the call.

What should you do if you need to place a caller on hold?

Before placing a caller on hold, always ask for permission by saying something like, 'May I please put you on a brief hold?' This shows respect for the caller's time and keeps the conversation polite.

What should you do if the caller is holding for a long period of time?

If the caller has been on hold for an extended period (as little as two minutes), check in with them to see if they are still willing to hold. This shows that you value their time and ensures they don’t feel neglected.

What does 'blind transferring' mean, and why should it be avoided?

Blind transferring refers to transferring a call without first introducing the caller to the next person. This can be frustrating for the caller because they may feel lost or confused. Always introduce the caller before transferring them.

How should your voice sound during a call to demonstrate exceptional telephone etiquette?

Your voice should be pleasant, enthusiastic, and welcoming—not robotic. Clear and concise speech is essential, ensuring that the caller feels valued and understood.

What is the role of a telephone etiquette script, and why should you use it?

A telephone etiquette script helps maintain consistency in how calls are handled. It ensures that your communication is clear and professional. If you don’t have a script, you can request one from a supervisor or leader to guide your team.

How do customers feel after a call with proper telephone etiquette?

When proper telephone etiquette is used, customers feel valued, listened to, and well-served. They are more likely to leave the call confident that their issue will be addressed promptly and correctly.