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Telephone Etiquette: Introduction, Importance And More

April 04, 2023
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At the core of a successful organization lies outstanding customer service, with telephonic communication serving as its fundamental form. Each phone call represents an opportunity to strengthen client relationships, fostering increased revenue and customer loyalty. These interactions serve as pivotal annotations in elevating and enriching your brand's value. Consequently, upholding decorum during professional phone conversations becomes immensely vital. This article delineates telephone etiquette and underscores its significance in enhancing the overall quality of your phone-based communications.

Telephone Etiquette

What is telephone etiquette?

Telephone Etiquette is the way you present yourself and your organization to your fellow colleagues and clients through telephonic conversations. It encompasses various aspects, such as how to greet your customer, the tone of your voice, choosing appropriate words, and how to conduct a successful call. Additionally, good telephone etiquette also involves actively listening to discussions related to professional matters or your customers. Phone etiquette is vital while dealing with clients or cooperating with colleagues at work.

Why is telephone etiquette Training important?

Why is telephone etiquette Training important?

While communicating over the telephone, phone etiquette is vital. The consumer evaluates you and your company based on your communication. The following example demonstrates the significance of phone etiquette training when speaking on the phone:

1. Professionalism: Your choice of words and tone of your voice is what displays your professionalism and work ethic. It also helps the caller build trust that they are in good and safe hands.

2. Impression: Telephonic communication has a long-lasting impact, so make sure you impress. Give respect to your caller and discover techniques to cultivate and maintain special client relationships.

3. Loyalty and Trust: Gaining trust and establishing a loyal relationship with your client/customer over a call is difficult but is a must if you want them to listen to you and make frequent purchases from you.

4. Customer Satisfaction: One thing that every phone etiquette training teaches you is to satisfy your customer. As a customer service executive, make sure you answer all their questions and queries to give them a great experience.

What are the do’s and don’ts of telephone etiquette?

What are the do’s and don’ts of telephone etiquette

Telephone etiquettes are necessary for both your personal as well as professional life. Here are some do’s and don'ts to keep in mind when talking over phone:

Do’s of Telephone Etiquette

1. Introduce Yourself: Always start by identifying yourself when answering the phone is a must professional phone etiquette. For instance, Hi! This is [Your Name] speaking.

2. Speak Clearly: Communicate the desired message clearly and speak at a moderate pace. So that the listener can understand you easily.

3. Listen Attentively: A good speaker needs to be a good listener in order to respond. So, make sure you listen to it all.

4. Be Polite: Even if the other person is difficult or harsh, use polite vocabulary and a respectful tone.

5. Be Patient: Be patient and kind if the person on the other end of the line is difficult to understand or has to repeat things.

6. End the call politely: Always end the call by saying "thank you" or "goodbye," and let the other person hang up first.

7. Avoid using foul language: The first thing professional phone etiquette teaches is to avoid using slang or offensive language when talking on the phone.

Don'ts of Telephone Etiquette

1. Don’t Interrupt: When the other person is speaking, avoid interrupting them. Before reacting, wait for them to finish.

2. Avoid Multitasking: Multitasking when on the phone is distracting and makes it harder to focus on the discussion.

3. Don’t Shout: Avoid shouting or raising your voice on the phone, even if you are frustrated or angry.

4. Don’t put the caller on hold for too long: If you need to put the caller on hold, make sure you get their permission beforehand and don't keep them waiting too long.

5. Don’t use speakerphone in public places: Avoid putting your call on speakerphone in public places to prevent others from listening to your conversation.

6. Don’t use your phone in inappropriate places: Avoid using your phone in public venues such as movie theaters, libraries, and houses of worship.

7. Don’t take a call while eating or drinking: Taking a call while having food or a drink can make the caller feel disrespected, so avoid taking/making calls at that time.

What are the etiquettes to keep in mind on different kinds of calls?

1. Conference call etiquette

Conference call etiquette

Conference Call Etiquette is easy to grasp once you know what to do and how to do it. Since virtual meetings are an important part of the business world, it's worth keeping these etiquettes on your tip.

Teleconferences can be daunting, especially if the following conditions exist:

· There are several folks on the line.

· You must impress a prospective customer.

· You're in charge of an international conference call.

Simple conference call etiquette is the greatest approach to guarantee that you and your organization come across well.

  1. Don’t Be Late: Even if you have a hundred things to do, conference call etiquette dictates that you be on time for the call. Though this is a crucial lesson, it is easy to ignore with time. If you are in charge of conducting a call, make it obvious to the other participants that you intend to begin on time.
  2. Be Kind: The second conference call etiquette involves being kind. In fact this applies everywhere and to everyone. Treat others on the call the way you would like to be treated for a harmonious and productive call.
  3. Don’t Interrupt: Let the other person finish their point before you act or react to it. Interruptions have the potential to completely disrupt a discussion and leave a negative impression.
  4. Make Sure to Hit the Mute Button: Do you know what the most common mistake new conference callers make? They forget to put themselves on mute. It's a common mistake since it's not immediately obvious while you're doing it, but it's absolutely a breach of conference call etiquette.
  5. Come to the Call Prepared: Nothing is worse than a quiet conference line. Bueller? … Bueller? Fortunately, adhering to some basic conference call etiquette will help you prevent this!

It might be scary to participate when you're on a call with a large number of individuals you don't know personally. The simplest method to assure a fantastic call is to arrive prepared with facts, observations, conclusions, and intelligent questions for other departments. Also, it will speed up the conversation because the host will not have to work as hard to elicit responses and contributions.

2. Personal phone etiquette

Personal phone etiquette

Personal Phone Etiquette refers to behavior that one must exhibit when on a personal call with an individual when using their phones, especially in public or when communicating with others.

Here are some examples:

  1. Answering Calls Promptly: It is important to respond to calls as soon as possible, whether they are from a professional or personal contact.
  2. Avoid Loud Conversations in Public: In public, it is important to be mindful of others and avoid loud conversations that may disturb others.
  3. Keeping Calls Short: Calls should be kept brief, especially while in public or in a shared place.
  4. Being considerate of others' time: When scheduling calls or meetings, it is critical to keep others' time in mind, and to arrive on time.

Personal phone etiquette entails being courteous, thoughtful, and considerate of others when on a call.

3. Receptionist phone etiquette

Receptionist phone etiquette

When you are working a desk job, you know answering phone calls has become the bread and butter of your position. A person who answers calls on reception is typically hired for their strong communication skills.

While it may appear straightforward — simply pick up the phone and say "Hello?" - answering professional calls is not the same as answering personal ones. It's normal to make a mistake and speak to your customer as you would do to your best friend or mother.

Yet, by following these principles outlined below, you can ensure that you are constantly on your A-game.

  • Respond to the phone call within three rings.
  • Introduce yourself right away.
  • Speak Clearly
  • Only utilize the speakerphone when absolutely essential.
  • Take notes while actively listening.
  • Employ appropriate wording.
  • Keep a positive attitude.
  • Before placing someone on hold or forwarding a call, enquire.
  • If you don't know the solution, be honest about it.
  • Be mindful of your volume.
  • Check and respond to voicemails.

In conclusion, good telephone etiquettes are essential for effective communication and building strong relationships. Remember, the key is to speak clearly, precisely and effectively. The use of a friendly and professional tone will help you gain the trust of the customer. Following these answering phone calls etiquette will surely leave a truly awestruck impression on your colleagues and customers. Hence, practice proper telephone etiquette and urge others to do the same. Together, we can create a more pleasant and efficient telephone communication experience for everyone.

Frequently Asked Questions

Q1. Why is answering call etiquette necessary?

A1. Telephone etiquette helps potential customers trust you. It makes them loyal to you and encourages them to buy your products and services on a regular basis. When clients are happy with the telephone interaction, they are certain that their demands and expectations will be met in person as well.

Q2. What are the 7 P's of phone etiquette?

A2. Always remember that good business phone etiquette necessitates being prepared, present, polite, patient, personable, professional, and proactive.

Q3. How do you handle customer calls?

A3. Here's how to answer calls in a call center:

  • Answer with a professional tone
  • Use common terminology
  • Start and end the call with enthusiasm
  • Keep the conversation personal
  • Clarify the customer's issues and concerns
  • Don't Interrupt your customer
  • Don't belittle the customer's issues
  • Don't give incorrect information

Q4. What should be avoided during a conference call?

A4. During a conference call, avoid being late, interrupting others, multitasking, shouting, putting the caller on hold for too long without permission, using speakerphone in public places, and taking a call while eating or drinking. 

Q5. How does personal phone etiquette contribute to effective communication?

A5. Personal phone etiquette contributes to effective communication by emphasizing courtesy, thoughtfulness, and consideration of others. 

Author
TBO Academy
Deepti Shangari, a seasoned senior content writer, whose passion to write, manage and conquer knows no bounds. To her, the world is an ever-changing symphony of ecstatic motion, a mesmerizing dance of evolution and unfolding. With each passing moment, the vibrant tapestry unfurls before her very eyes, inspiring her to craft literary pieces that transcend the ordinary.