Telephone Etiquette Tips

Many organizations spend plenty of time and money on their employees to excel in communication, exclusively those organizations which are DCR (Direct Customer Relation). As it is established fact that telecom (Telecommunication) is sole of any sort of business no matter what you sale or what service you provides.

Therefore it is important for an organization to have such a well mannered and having good employees with Telephone Etiquette who can fulfill the need for proper Telephone Etiquette in the work place. Along with company downsizings and layoffs, it has become a necessity for companies to merge jobs together in order to eliminate human resources and save money. While that may be necessary, it is not necessary that the common element of etiquette, especially Telephone Etiquette, be left to suffer.

However customers are ones who become the main source of income into a business, they do not tolerate being treated with rudeness in their dealings with a company. This includes any business that is conducted on the telephone. The telephone is our link to the outside world. Unfortunately, we don’t always realize what kind of message we are sending to our callers. Therefore, here are tips for Business Telephone Etiquette.

Tips for Telephone Etiquette

1. Ask the caller, "To whom am I speaking?"
2. Avoid unnecessary jargon and acronyms in your conversations.
3. Use the caller’s name in your conversation.
4. Practice good listening skills.
5. Make sure you speak clearly and are smiling as you answer the phone; also identify yourself.
6. Before placing a caller on hold, ask their permission first and thank them
7. 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.
8. Do not forget to return the call as you promised.
9. Do not permit the phone to ring into the office more than three times.
10. Always use a pleasant, congenial and friendly tone.
11. Never interrupt the person while he/she is talking to you.
12. Never engage in an argument with a caller.
13. Do not handle an unhappy caller's concern openly at the checkin-checkout desk.
14. Do not make it a habit of receiving personal calls at work.
15. Do not answer the phone if you are eating or chewing gum.
16. 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.
17. Learn how to handle several callers simultaneously with ease and grace
18. Return calls promptly that have been left on voice mail and ansafones.
19. 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.
20. Do not ever leave a message with someone else or on an ansafone or voice mail regarding details of a delinquent account. Instead, leave a message asking the person to call the "Accounting Department."
21. Always make collection calls in private and away from the patient flow or public areas.
22. If possible, provide a telephone for patients/customers/clients to use. An area providing privacy is preferred.
23. 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.
24. 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.
25. This will solve hanging up as you push release on the headset to hang up the phone. Also, it does not tie your staff to their desk. The team member checking on insurance really appreciates this device. (The phone can also be answered if away from your desk.)
26. 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.
27. Always have something available to write with
28. Answer calls by the second or third ring.
29. Smile when you answer your calls. Even though the caller can’t see it, they’ll hear the smile in your voice.
30. Use a "telephone voice" in which you control your volume and speed. Speak clearly.
31. Be enthusiastic and respectful.
32. If there is a problem, be concerned, empathetic, and apologetic.
33. Thank the caller for calling. Ask them to call again.
34. Never eat, drink, or chew gum while you are on a call.

Proper Phone Etiquette, some basic common sense in which everyone who works for a company should use.