Telephone Etiquette in the Office

How a business uses the telephone can either instill gratification in a customer or client, or completely turn them off. Small business offices usually do not have a designated person to answer incoming phone calls. It is important that anyone answering the incoming call understands how to present a "good image" of the business. Good telephone etiquette is teachable.

Answering the phone

Never let the phone ring over three times before answering. In our "instant gratification" society today, people do not like to wait. Causing a client to spend unnecessary time waiting for the business to answer his/her call creates a feeling of annoyance, the same slight irritating feeling as waiting in a checkout line in a store.

Always have pencil and paper available for notes

Never leave to memory the information a caller is prepared to give. Have adequate supplies within reach, always. Sticky note pads are cheap and plentiful. A call log at every desk is even better.

Smile before answering the phone

Although the incoming caller cannot see the smile, they can "hear" it. Abrupt answering signifies irritation on the part of the business. The idea that the caller has interrupted something is not what a business should portray. Many drive-thru attendants convey this attitude. It is annoying to think they do not have the time, nor want to take the time to get the order.

Stop working before answering the phone

Be prepared to listen to the caller. The first moments of a call are crucial. If it takes a minute to pay attention to the caller's needs, they will know it. Again, this conveys the message that the business does not have time for them. They are the most important person in their world. If a worker is not multi-tasking, let someone else answer the business phone lines.

Pay attention only to the caller

The first words of any call could be the most important, especially when the caller introduces themselves. It is for the caller. They have something to say that is important to them, or they would not have called. Give the caller undivided attention. Let co-workers know not to interrupt during the call. Lowering your head, closing your eyes, or turning your back on a "visiting" co-worker will convey your desire. If a business conversation cannot be interrupted for a call, let someone else answer the phone.

End the phone call with a smile

At the end of the call, leave the caller with the feeling that the business appreciates his/her call. Smile. Once again, the smile is "heard", giving the caller a sense that they are important. Remember, the caller is the most important person in their world and they should be the most important person to the business. Always say "thank you" to the caller and hang the phone up gently.

Having a business telephone line (or lines) costs a lot of money. Use that money to good advantage by using good telephone etiquette. Make every caller feel important.