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Business Phone Etiquette

The Telephone and You

Provide helpful hints and proven techniques

Part of doing business means doing business

over the phone

Phone is an important instrument in daily

Ways to Sound as Good as You
Really Are!
Show that you are wide-awake, ready to engage in a

Put a smile in your voice

Use, simple, straightforward lang.; avoid technical terms/slang

Speaks directly into the phone; Use a normal tone of voice, the

louder you are, the louder everyone else becomes

Talk at a moderate rate and volume, but vary your voice tone
Sound Tired
Speak in a Shrill Voice
Speak Negatively
Smile (they really can hear it!)
Speak Clearly and Concisely
Be Enthusiastic
Lower the Pitch of your Voice
Talk in a Positive Mood
Mental P.I.C.T.U.R.E.
P itch
High or low? Low carries better and is also more
I nflection
Use voice to express ideas or moods
Dont talk in a monotone
The voice naturally rises on a questions or inquiry
Voices fall at a period, decision or completion
Mental P.I.C.T.U.R.E.
C ourtesy
Common, everyday applies the same as face-to-
face conversation
T one
Many times it is not what you say, but how you say
Voice should reflect sincerity, pleasantness,
confidence, and interest
Mental P.I.C.T.U.R.E.
U nderstanding
Avoid talking with anything in your mouth (gum, pencil)
R ate
Rate of speech should be adapted to personality of contact
Fast talkers can arouse suspicion
Slow talkers can be irritating
E nunciate
Clear enunciation will help avoid misunderstanding and
need to repeat yourself
Keys to Good Listening
Limit your talking
Cant talk and listen at the same time
Dont Interrupt
A pause doesnt always mean the individual is
finished speaking
Focus on the conversation. Practice shutting out
outside distractions and personal concerns
Keys to Good Listening
Take Notes
Helps you remember important points
Listen for ideas.not just words
Get the whole picture, not isolated bits and pieces
An occasional, Yes, I see, etc. shows that your
listening. However, dont overuse them
Create a Good First Impression
Try to answer the phone on the SECOND ring
Answer with a friendly greeting
Smile - it shows, even through the phone
Ask the caller their name, even if their name is
not necessary for the call, and use it!
Keep the phone two-finger widths from your
Putting Callers on Hold
Always ask for permission

Would you holding while I get your file?
Can you hold briefly while I see if Mr. Jones is

Always thank the caller for holding

Transferring a Caller
Always transfer the caller to the desired
persons extension, not to the operator
Limits number of transfers
Saves the caller time from explaining issue again

Tell the caller who you are transferring them to

Announce the caller to the person you are

Taking Phone Messages
Phone Message should always include:

Callers name and company name (if applicable)

Time and Date of call
What the call is regarding (if possible)
If a follow up or return call is needed
Phone number (office or home)
Leaving a Voice/Phone Message
Phone Message should always include:

Your name and company name

Time and Date of call
What the call is regarding (brief)
If a follow up or return call is needed
Phone number (office or home) speak SLOWLY
even repeat the phone number include area code
Last Impressions
Before ending the call, always

Make sure you answered all the callers questions

Always end with e pleasantry:
Have a nice day
It was nice speaking with you
Let the caller hand up first
Dont give more than your first name
Dont get personal, even if they do
Be prepared for rejection just apologize for
bothering them and graciously get off the phone
If you need help get a supervisor
Your Phone Message Greeting make it