TELEPHONE ETIQUETTE

Who Is On The Phone

◦ In most phone conversations, the listener typically
cannot see you … your message is communicated by
your voice!
 How To Answer The Phone
◦ Proper telephone etiquette in a professional business setting
begins by stating the company name first followed by a
greeting and the name of the individual answering the call.
EXAMPLE: “Nordstrom, Good Morning, this is Kelly”
◦ If the organization does not require the use of the company
name in the greeting, the person answering the phone
should identify themselves.
EXAMPLE: “Good morning, Jessica Madden speaking” or
“Jessica Madden speaking”
 When Others Answer

◦ If someone else is answering a phone other than their

own, the proper etiquette is to answer with a greeting
followed by the name of the person for whom the
phone is being answered.
EXAMPLE: Good afternoon, this is Elizabeth Smith’s
office, how may I help you?”
 
 Speaker Phone Warning
◦ If you place someone on speaker phone, you should
inform the individual that he or she is on speaker phone
before continuing with a conversation!
 Basic Tips for Business Chats
1. Take note of your voice. Speak clearly.

2. Do not be eating and talking at the same.

3. Always be courteous and respectful. Use please and thank

you, and avoid interrupting while the other party is
speaking.

4. Avoid answering the phone if about to cough or sneeze.

5. Do not raise your voice.

 Basic Tips for Business Chats
6. When you are making a call, it is good business phone
etiquette to always identify yourself to the first recipient
"This is Mary-Kate, May I speak to Nicole Richie please?"

7. If you answer the phone it is not good telephone manners to

say "She is not in" without giving a reason. Instead, say
something such as, “He is in a meeting, may I please take a
message?” OR, “She is out of the office at the moment but I
will be happy to leave her a message or put you through to
her voice mail.”
 When you are not part of the phone
conversation
◦ If someone is on the phone and you need to talk to them
say “Excuse me, can I talk to you for a minute? It’s
important.”
◦ When you are on the phone and you need to speak to
someone else, say “Please excuse me, I need to answer a
quick question.”
 Times for the phone
◦ When you call someone ask if it is a good time to
talk or if you should call later.
◦ If a phone conversation goes on longer then is
expected say “May I call you back later.”
◦ Try not to call after 9:30 at night, or before 9:00 a.m.
unless it is urgent.
◦ If you must answer the phone during a meal ask the
caller if you can call back after the meal.
 Messages
◦ Always ask to take a message of the person is unavailable.
◦ Make sure you write the message down.
◦ If necessary ask the caller to repeat his/her message and
repeat her name.
◦ Always read the telephone number back to the caller to
make sure you wrote it down correctly.
 Answering the phone
◦ When someone asks “Who is this?”, say “To whom do
you wish to speak?”. Do not tell him/her your name.
◦ When someone calls ask “Who is this please?”’ or
“Who is calling please?”, or “May I tell him who is
calling?”.
◦ Say “Just a moment please.” Set the phone down and
find the person who is wanted on the phone rather
than yelling for them.
 Closing Calls

◦ Good ending impression.

◦ Uh huh, uh huh, ok, bye.
◦ Examples:
Thank you for calling.
Please call again.
We appreciate your call.