Quick Answer: What Is Good Telephone Etiquette?

What is the importance of telephone etiquette?

Proper phone etiquette is important to your company because it’s usually the first contact point for a customer and represents how your business will treat them in other conversations.

Make sure to leave a great, lasting impression on every customer who calls your business..

How do you start a phone conversation?

Introduce yourself English telephone conversations almost always start in the same way – by introducing yourself. Say “Hello, this is (name)” to let people know who you are. If you answer the phone and the caller doesn’t give his name, you can say “May I ask who’s calling, please?”.

How do you use telephone etiquette?

Phone EtiquetteAnswer the call within three rings.Immediately introduce yourself.Speak clearly.Only use speakerphone when necessary.Actively listen and take notes.Use proper language.Remain cheerful.Ask before putting someone on hold or transferring a call.More items…•

What is telephone etiquette?

What is phone etiquette? Phone etiquette is the way you use manners to represent yourself and your business to customers via telephone communication. This includes the way you greet a customer, your body language, tone of voice, word choice, listening skills and how you close a call.

What is the golden rule when dealing with a phone call?

If someone calls on another line or call waiting while you’re on the phone (and the call does not go to voice mail or is answered by a live person), tell the caller you will call them back. The person you called first has priority. Follow up on all calls. If you promise information, call back within twenty-four hours.

How do you talk professionally on the phone?

10 tips for answering and handling calls professionallyPromptly answer calls. The average ring takes 6 seconds. … Be warm and welcoming. … Introduce yourself and your business. … Speak clearly. … Do not use slang or buzz words. … Ask before you put people on hold. … Don’t just put calls through. … Be prepared for your calls.More items…•

How can we improve telephone etiquette?

To improve your phone etiquette and ensure your customers receive an excellent experience, implement the nine tips outlined below.Know WHO is Calling and WHY. … Speak With an Inviting Tone. … Match Your Caller’s Pace. … Be Extra Helpful & Enthusiastic. … Ask Permission. … Say Thank You! … Confidence is Key.More items…•

Is it rude to ask who is calling?

If you called them, it would be rude to ask the person’s name. You should know who you are calling. If they called you, then you have every right to ask who they are and why they are calling your number. … No, it is not disrespectful to ask the person’s name whom you’re talking to over the phone.

What are 3 important qualities of customer service?

16 key customer service skillsPatience. Patience is crucial for customer service professionals. … Attentiveness. … Ability to communicate clearly. … Knowledge of the product. … Ability to use positive language. … Acting skills. … Time management skills. … Ability to read customers.More items…•

How do you talk to customer service?

This allows each member to maintain their unique voice without sounding like they’re talking from a script.Think of tone on a spectrum. … Use positive language. … Be brief but not brusque. … Reply in a timely manner. … Always use your customer’s name. … Talk their talk. … Be careful with jokes. … Create a support style guide.More items…

What are examples of telephone etiquette?

Telephone EtiquetteBe Prepared.Answer Professionally.Putting A Caller On Hold. The #1 pet-peeve of callers is The Hold. … Control The Conversation. Keep the caller on track. … Take Accurate Messages.Avoid Mouth Noises. Refrain from the following activities while talking with a caller: … Give The Caller Your Undivided Attention. … Be Sincere.More items…

What are the do’s and don’ts of telephone etiquette?

The Dos and Don’ts of Telephone EtiquetteDO – Smile when you talk to people. … DON’T – Be distracted. … DO – When you answer the phone, greet the caller warmly and advise who they are talking to. … DON’T – Shout or whisper. … DO – Speak clearly. … DON’T – Leave the caller on hold for too long. … DO – Make the caller feel welcome.

What are the two things we must do while talking on the telephone?

10 telephone etiquette tips you should keep in mindWhen you’re speaking over the phone remember to smile, sound upbeat and keep your communication short.Greeting.Take permission and be polite.Identify self and the organisation.Clarity.Purpose of the call.Know your timeline and keep it short.Avoid fillers and keep it interesting.More items…•

What are the basic telephone skills?

10 Essential Business Telephone SkillsSkill #1 — Answering a Business Call. … Skill #2 — Putting a Caller on Hold. … Skill #3 — Thanking the Caller for Holding. … Skill #4 — Monogramming the Call. … Skill #5 — Avoiding Excuses. … Skill #6 — Giving Spoken Feedback Signals. … Skill #7 — Being Prepared. … Skill #8 — Controlling the Conversation.More items…

How do you politely ask for a call?

I would say “When you have time, can you call me?” Or “I want to talk to you in more detail about (something) so would you mind calling me?” Or “I rather talk then text, would you be okay calling me instead” These are just a couple ways to ask. You tell them you have some great information for them.

How long should a phone conversation last?

According to a new study, if your phone conversation includes chat about the weather, personal problems and current affairs, and last no more than nine minutes and 36 seconds, it’s perfect!

What should be avoided while being on a call?

Top 10 Things to Avoid Doing When You Answer the PhoneSkip The Speaker Phone. It’s convenient, sure – but it doesn’t give your callers the sound quality they deserve. … Ditch The Chewing Gum. … Avoid Distractions. … Eliminate Inconsistencies. … Limit Background Noises. … Don’t Whisper. … Don’t Shout. … Do Not Use Poor Equipment.More items…•

How do you end a phone call professionally?

Here are a few tips and phrases to help you politely and professionally end phone conversations.Close the door. When it’s time to end the conversation, be sure you are not inviting the other person to continue talking. … Use breaks in conversation. … Interrupt politely. … Offer future calls.

How do you handle a patient phone call?

Reduce the number of rings before rolling to voice mail. … Tell patients when to expect action or a call back. … Equip staff to handle calls effectively. … Secure a portal for patient communication. … Provide patients with educational materials they can reference at their leisure. … Provide patients with a summary of the visit.

Why is it important to answer the telephone promptly?

Answering telephone calls is an important and crucial part for any business. … If a call has been transferred from a colleague to yourself, answer the phone call promptly with your name – This will enable a personal and friendly greeting so the caller can gather whom they’re talking to straight away.

Who speaks first in a phone call?

The person who’s called always speaks first, so the caller knows they’ve picked up the phone and are listening. Otherwise it’s like asking someone if they want to hear a knock-knock joke, and then saying, “Ok, you start.”