Proper Phone Etiquette at Work

Answering calls with proper phone etiquette is a skill most businesses want their employees to have. There are some common ways to make sure you are being respectful and courteous when speaking to others on the phone. Using proper phone etiquette will demonstrate your professionalism and customer service skills. This article defines phone etiquette and provides tips on best practices in the workplace. 

What is phone etiquette?

Phone etiquette is a set of behaviors to use and qualities to exhibit when you’re using the phone. It is important to remember to use proper phone etiquette because you are representing the company and yourself while answering the phone. By being calm, polite, responsive and helpful, you can demonstrate your professionalism to your employer and your customers. 

How to use proper phone etiquette 

To use proper phone etiquette, there are a few simple steps you can follow to help you answer the phone correctly while on the job. Some companies require a phone etiquette that is tailored to their expectations for employee conduct. 

If the company doesn’t train you on their phone standards, here are some ways to practice proper phone etiquette: 

1. First, answer the call promptly

The best time to answer the phone is at two or three rings. This gives the person on the other end of the phone enough time to anticipate the answering of the phone. If you answer the phone too quickly then you might catch the person off guard. But if you answer the phone too late, then the person on the other end could get anxious or impatient and hang up. Also, not answering the call and always letting it go to your voicemail may seem like you are ignoring your calls and could lead to the caller getting upset or frustrated. 

Once you answer the phone, you should then use a greeting like ‘Good morning’ or ‘Good afternoon’ then state the business’s name followed by your name and ‘How may I help you?’ or another question that helps direct their call. By greeting the person and letting them know who they called, you will give them reassurance that they called the right place and you are willing to help them with their needs.

2. Second, speak clearly

While continuing the conversation, it is best to make sure your voice is projected clearly. Speaking at the right speed with clarity makes sure the other person will be able to understand what you are saying. You also want your tone of voice to stay at a respectable and calm volume. This will help your voice to sound professional. Speaking clearly with the right volume will project confidence that will allow the person on the other end to find trust in your ability to help them.

Since the other person is not able to visually see your body language, your voice and use of language Is the only reference they have to gain confidence in you. Sitting up straight in your chair and smiling behind the phone are two tips that will help remind you to speak clearly.

3. Third, be honest with the caller as you assist them

If you are having difficulty answering the person’s questions and/or handling their request, then its best to be honest with that person. It is understandable if you have to let them know you need to get someone else’s help. Keeping the conversation honest will continue to build the trust of that person upon you and your employer.

In order to get someone else’s help, you’ll have to put the person on hold. It is proper to always ask first if it is okay for you to put them on hold. Some ways are: ‘May I put you on hold so I can get the information you’re requesting?’ or ‘Is it okay if I put you on hold so I can transfer your call to the right department?’ This lets the person know that you respect their interest and time. It also validates that you are listening to them and finding the correct help or direction they need.

4. Next, focus on the caller and limit interruptions

Phone etiquette means remaining focused on the conversation. Try your best to not allow others to interfere with the phone call and cause you to get distracted. If distraction happens it could lead to you mishearing or misinterpreting the caller. This could cause the caller to get discouraged if you give them the wrong information or ask them multiple times to repeat what they are saying. When you are focused on the conversation and listening to each detail the caller is giving, then the caller will be more likely to be satisfied with your service. 

5. Next, stay calm even during a challenging conversation

It is possible that a challenging situation could arise during a phone conversation. If this happens, you want to stay calm at all times and still be respectful, honest and clear in your voice. If you start to feel frustrated, then take a few small breaths to calm yourself and try to reassure the caller that you are trying to help them. If the caller remains angry or upset, try asking to put them on hold so you can get a manager or another employee involved who is able to help them with their issue.

6. Finally, focus on solutions

Whatever your role in the company, try to find solutions for those you talk with on the phone. Customer service associates have many opportunities for this, for instance, when filing warranty claims or answering product questions. However, solutions might also be for rescheduling appointments or simply relaying information to another person in your company. By maintaining a willingness to help, your incoming phone callers are likely to have a positive impression of you and your company.