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Career Guide / Career Development / A Guide To Phone Etiquette: Definition, Tips and Impact

CAREER DEVELOPMENT

A Guide To Phone Etiquette: Definition, Tips and

Impact
February 22, 2021

By: Indeed Editorial Team

Communicating over the phone remains an important tool for businesses. Despite digital customer service communication advancements including
email, texting and automated answering services, customers continue to use the telephone as their initial point of contact. Phone calls are often the
first positive impression a client or customer will have of your business.

This article will discuss tips to improve the quality of your phone calls and why phone etiquette is important.

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.

Why is phone etiquette important?

Identifying the tools to achieve proper phone etiquette can help your business to:

Show professionalism

Whether you are a start-up or a well-established business, you and your representatives know your business best. Communicating your working
knowledge to your callers using telephone manners should establish you as professionals worthy of repeat business dealings.

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Create a good first impression

Everyone deserves to be treated with respect, and the initial phone call is your businesses’ chance to show the customer how pleasant it is to do
business with you.  

Increase customer trust and loyalty

If your business has face-to-face interactions with prospects who were initially just callers, the trust between you and your potential customer may
grow, leading to them purchasing your goods or services more frequently.

Achieve high customer satisfaction ratings

When you meet customers’ needs over the phone, they can accurately assume that you will continue to meet their needs in person, creating a well-
rounded and consistent experience.

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Elements of proper phone etiquette

To achieve excellent phone etiquette, you’ll need to apply the following items:

Friendly greetings
Body language
Tone of voice
Tact
Active listening
Appropriate closing

Friendly greetings

Answering an office phone properly requires a positive and cheerful disposition. Allow the positivity to resonate in your voice, offer a salutation, thank
the customer for calling, introduce yourself and your business by name and then extend your help. This gives the customer a sense that you are
warm, alert and pleased to help them with their inquiries. People often mimic positivity and will probably respond to your voice with the same
enthusiasm you project. 

Body language

Body language plays a major role in communication, both in-person and on the telephone. When you speak on the phone, your body language still
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communicates how you are feeling. For example, when you smile and sit up straight, your voice is likely lighter and easily translated by the client as
cheerfulness. Body language, facial expressions and gestures should remain professional while speaking on the telephone.

Tone of voice

Adopt a confident tone of voice to limit interruptions and maintain a professional engagement. You want the caller to know you are taking the time to
understand their questions, while also delivering prompt service. The tone of your voice is an important factor in proper phone call manners since a
caller may form an opinion of your business based on your attitude over the phone. 

Tact

Unfortunately, there will be times when you must deliver potentially upsetting information to a customer over the phone. Remaining calm, while
considering your word choice is the key to delivering messages tactfully to your caller. Your aim should be to communicate sensitive information
truthfully, without offending your customer. If you don’t have an answer for them, be sure to offer them additional resources.

Active listening

To achieve excellent phone etiquette, it is necessary to develop active listening skills. Give the customer your undivided attention by minimizing
distractions. Taking notes and repeating requests back to the caller lets them know that you care and are listening to only their needs at that
moment. Active listening will likely help you respond to a customer’s requests appropriately.

Appropriate closing

Remember that closing a call can be just as important as the way you begin one. Before saying goodbye to your customer, thank them again and
ask if you can assist them with anything else. Closing the call this way assures your caller that your business provides thorough customer service.
Develop the habit of allowing the customer to hang up first to minimize accidental hang-ups.

Tips to improve the quality of your phone calls

Here are 10 action steps for you to consider:

Answer the call within the first two or three rings

Providing a quick answer to customers’ phone calls should let them know that their business is important to you. When customers feel valued, they
could be more likely to use your business. If you cannot answer the phone because you have clients in front of you, check the voicemail box and call
back as soon as you are able. 

Identify yourself and your business at the beginning of all calls

Identifying yourself and your business at the beginning of a call lets the customer know that they called the correct place. When you identify yourself,
the customer will likely feel more comfortable sharing the reason for their call and they’ll know who to ask for next time they call. 

Let positivity resonate in your voice

Offering a positive tone of voice builds rapport, as the receiver becomes more open to sharing details about how you can best assist them with their
needs. If possible, practice by recording your phone calls. Listen to the call recording, notice your tone and make corrections as necessary. 

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Watch your body language

When you hear the phone ring, it may be beneficial to immediately sit up straight and smile before answering. Your voice will likely sound more
friendly and light to the customer if you practice changing your body language.

Minimize interruptions

Minimizing interruptions is possible, even in offices with ample foot traffic. Take a moment before answering a call to put aside items you were
working on and prepare to give your full attention to your caller. For instance, try turning your back away from your crowded office when you answer
phone calls, this way other individuals in the room will know you are unavailable to assist them while you are on the telephone.

Actively listen and take notes

When listening actively, it can be beneficial to give periodic affirmations that you understand the customer. For instance, you could say “I understand
that you would like to return your product” or “Thank you for sharing your concerns.” Keeping a record of the conversation by taking notes can
ensure that you remember and respond to all the customer’s concerns effectively. 

Be honest

Honesty is more important than trying to make your customer happy. If there’s something you know you can’t do for them, make them aware that
you cannot perform the task they are requesting. Deliver the honest message in a polite and sympathetic way and your customer may still have a
positive experience with your business after the call is over, even though you could not meet all of their needs.

For instance, you could say “I understand your concerns, but unfortunately, we cannot approve your request.” If you know of additional resources
that the caller can use to meet their needs, provide them before closing the call.

Ask the caller before placing them on hold

You may need to place a caller on hold to get more information for them. For instance, you could say “Would you mind if I placed you on a brief hold
to better assist you?” Asking the caller before placing them on hold allows them to know you are working on assisting them to the best of your ability
and it displays professional courtesy.

Minimize emotional reactions

Keep your tone of voice positive. Find a break in the conversation and ask the caller politely if you may place them on hold. While they are on hold,
take two deep breaths and remember to be objective and empathetic when faced with a challenging caller. 

Make sure the callers’ needs are met before closing the call

Making sure you meet the customer’s needs is usually your goal when answering a phone call. The customer may often forget about other
questions they have during the conversation. Asking if their needs are met or if they have questions is a great opportunity to be proactive and
provide further clarification.

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