5 Essential Phone Etiquette Tips

Ideally, you should always answer the phone with something like “Good afternoon, Thanks for calling John’s Car Sales – Penelope speaking, how can I help you?”.  It may be shortened to a something less long-winded if you’re in a particularly busy office, but you should always identify your company name as a minimum. Always Be […]

Ideally, you should always answer the phone with something like “Good afternoon, Thanks for calling John’s Car Sales – Penelope speaking, how can I help you?”.  It may be shortened to a something less long-winded if you’re in a particularly busy office, but you should always identify your company name as a minimum.

Always Be Polite – always remember to say ‘please’ and ‘thank you’.

Try to avoid placing people on hold.  Ask the caller if he or she would prefer to leave a message and have their call returned in the next 10 minutes.

Taking Telephone Messages

Don’t forget to write down complete information:

Note the name, date and time of the caller, their phone number and a brief message including the best time to call back.

Before hanging up, check with the caller that the message is correct.

Transferring Telephone Calls

You may need to transfer calls to different departments within your business.  When you do, let the caller know what your doing, and offer the direct number for the department too, in case the call fails.

“I need to transfer you to X department, here’s their direct number first though just in case the transfer fails.  It’s 0800 123 …”

Don’t forget to announce the caller to the person you’re transferring the call to – this will make the handover much easier for both the caller and person you’re transferring the call to.

“Hi, this is Penelope – I’m transferring John Doe to you as he wants to buy a new widget …. is angry about ….. has a question about…”

Last impressions

Before ending the call, ensure you’ve answered all of the callers questions.

End the call with a pleasantry; “It was good to speak to you” or “Have a good day”.

Lastly, let the caller hang up first. This shows the caller that you’re not in a hurry to finish the phone with them.

A final note on answering calls

If your phone is busy or unattended, Call Center is the Telephone Answering Service for you.  Find out how we can help you when you’re unable to answer the phone yourself.