Telephone Etiquette Tips

by Tina Lyding

Telephone Etiquette can be summarized in one word……..COURTESY

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Always answer the telephone within 2 – 3 rings.

Speak clearly and directly into the handset.

Use a pleasant, congenial and friendly tone. Project an attitude that is enthusiastic, attentive and respectful. Put a smile on your telephone voice and let your personality shine!

Identify yourself and your organization – "Thank you for calling Voicecom Plus – Elaine speaking. How may I help you?"

Show interest in the caller and their problem.

Do not eat or chew gum while talking on the telephone.

Before placing a caller on hold, always ask their permission - May I place you on hold?

After asking a caller to hold, be sure to say – You’re welcome after their customary “thank you”. It shows that you are truly listening.

When placing a caller on hold, press the hold button. Don’t lay the handset on the desk or the caller will hear everything discussed in your office.

After placing a caller on hold; periodically check back to give them the option to continue to hold or ask do they want to speak with someone else that may be able to assist. The typical time to check back is between 20 – 35 seconds.