Telephone etiquette means being respectful to the person you are talking with, showing consideration for the other person's interest, allowing that person time to speak, communicating clearly and much, much more. Your voice must create a pleasant visual impression over the telephone.
Good phone etiquette is important because we cannot see the facial expressions and body language of the other person and vice versa. We must balance our voice by choosing our words carefully during conversation and using much more tone variation to convey our message. Here are some tried and tested tips on telephone etiquette to help us become aware of the courtesies that could easily be overlooked.
• Check the number carefully & then dial it correctly
• Allow it to ring long enough to give the called person time to get to the phone
• Do not ask them to wait the moment they answer
• Identify yourself immediately. Do not make them guess who is calling
• Ask if it is convenient to talk now.
• Talk loud enough directly into the phone to be heard without shouting
• If you have dialled a wrong number. Apologize. Do not just hang up.
Always remember you are talking to a person now, not a machine. So, speak accordingly Observe courtesies like “Hello, Please, Thank you, and Good bye”
Etiquettes while making a Call:
• Be an attentive listener; do not do other jobs at the same time
• Do not interrupt while the other person is speaking. Use common courtesy.
• Use the caller’s name.
• If they have to be put on hold, ask if you can call them back rather than keep them waiting indefinitely on the line.
• If they would like to wait on the line, get back to them every 30 seconds to update them and give them another opportunity to be called back.
• Bad news should be delivered face-to-face if possible and not over the telephone.
Etiquettes while receiving a call:
• Answer your phone promptly to save the time of both the caller and yourself.
• Greet the caller pleasantly.
• If you have company, let the caller know that you must be brief or that you will call back later.
• Take messages for others clearly and politely.
• Be sure to pass on the message.
• Always return telephone calls and do so as soon as possible.
• If it is necessary to transfer the call, first tell the caller that you are transferring the call and then do it.
• Let the caller be the one to end the call first.
• Remember to farewell the caller with, “Goodbye” or something similar.
• Hang up the phone gently.