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Telephone Etiquette Tips

Buzzle Staff
The manner in which employees speak to their clients and customers plays an important part in building a strong brand identity. Therefore, it is important for an organization to have a well-mannered workforce which can ensure customer satisfaction.
Telephone is one of the most important tools in communication today. And carrying out a business conversation to get desired results is an art.
Telephone is one of the most important tools in communication today. And carrying out a business conversation to get desired results is an art.
Communication is an important part of our daily lives. Technology has changed a lot of things, and the advent of telephone and mobile has meant that we put across our ideas and thoughts without making an eye-contact with others.
This lack of physical presence demands that we cultivate a certain type of etiquette while conversing over the phone. This is more important in organizations which cater to people who are crucial to their business.
#Ask the caller, "May I know who I am speaking to?"
#Avoid unnecessary jargon and acronyms in your conversations.
#Use the caller's name in your conversation.
#Practice good listening skills.
#Make sure you speak clearly and are smiling as you answer the phone; also identify yourself.
#Before placing a caller on hold, ask their permission first and thank
#It is better to return a call than to keep someone on hold too long. If the phone rings back to you, you've kept them on hold too long.
#Do not forget to return the call if you have promised.
#Do not permit the phone to ring in the office more than three times.
#Always use a pleasant, congenial and friendly tone.
#Never interrupt the person while he/she is talking to you.
#Never engage in an argument with a caller.
#Do not handle an unhappy caller's concern openly at the check-in and check-out desk.
#Do not make it a habit of receiving personal calls at work.
#Do not answer the phone if you are eating or chewing gum.
#Do not give the impression that you are rushed. It is better to return the call when you can give the person the time they need to handle the reason for their call.
#Learn how to handle several callers simultaneously with ease and grace.
#Return calls promptly that have been left on voicemail.
#Always get the best number (and an alternate) and the best time to have a call returned to the caller, especially if a manager or another team member must return the call.
#Do not ever leave a message with someone else or on a voice-mail regarding details of a delinquent account. Instead, leave a message asking the person to call the "Accounting Department."
#Always make collection calls in private and away from the patient flow or public areas.
#If possible, provide a telephone for patients/customers/clients to use. An area providing privacy is preferred.
#Do not call a patient, customer or client's home before 8:00AM or after 9:00PM, unless they've given you permission to do so.
#When hanging up the phone, make sure the caller or person called hangs up first if the phone is slammed on the receiver. Otherwise, always hang up the phone, gently. It is recommended a remote, handless headset for the business staff. They are wonderful.
#When you take a call, turn away from your computer, desk, and other work. Don't allow other distractions to take your attention away from the caller.
#Always have something available to write with.
#Answer calls by the second or third ring.
#Smile when you answer your calls. Even though the caller can't see it, they'll hear the smile in your voice.
#Use a "telephone voice" in which you control your volume and speed. Speak clearly.
#Be enthusiastic and respectful to your callers.
#If there is a problem, be concerned, empathetic, and apologetic.
#Thank the caller for calling. Ask them to call again.
#Never eat, drink, or chew gum while you are on a call.
These were some tips on telephone etiquette. It is important that you remember these while conversing with someone over the phone. Not only would it help to present yourself in a better way, but it will also ensure that you put across yourself positively.