The Art of Telephone Etiquette, Business-Style

I'm beginning to think that telephone etiquette is becoming a lost art. People today, especially young people, do not know how to answer the phone, ask for others, or end a conversation. This is becoming especially apparent in the business world, whether the person on the other end of the line is a customer or an employee. Due to recent experiences at my place of employment, I have come up with a list of guidelines for answering the phone, holding a conversation, and ending a conversation politely.

For the person answering the phone:

In the beginning....

The phone rings. You go to answer it. What do you say? "Hey, what's up?" "Talk to me."? "Hello."? For most people, "Hello" does the trick. However, in the business world that may not be enough. Most businesses prefer the person answering the phone to say something along the lines of "Good morning/afternoon. Thank you for calling ________. This is _________. How may I help you?" This may seem a bit long-winded and could be shortened down. The main thing is to give a polite greeting, the business name, and ask how you may assist the caller. This sounds so cheesy, but smile while you're speaking. The caller can tell what type of mood you are in by the tone of your voice, and, if you smile, you are more likely to sound pleasant.

Did you hear what I just said?

Now that you've answered the phone properly, what do you do next? Listen to your caller. Don't interrupt. Don't rush to get him or her off the phone. Listen. Once your caller finishes speaking, connect him or her to whomever they have asked for. If that person is unavailable, ask if you can assist or if you can take a phone message. When taking a phone message make sure to get the caller's name, phone number, and what the call is regarding. If you are assisting the caller and you need to set the phone down to go check on something, politely ask your caller if you may place him or her on a brief hold. Make sure you press the hold button so the caller doesn't hear you or someone else discussing his or her situation. When you come back on the line, say "Thank you for holding" and give your caller the information that was needed. Again, smile as you are speaking.

Time to go...

It is very important to end the call on a pleasant note. Ask if there is anything else you can assist your caller with. If there is, continue to help. If not, it's time to go. Wish your caller a pleasant day/afternoon/evening. If your caller says something like "You, too." respond with "Thank you." and say "Goodbye". If your caller does not wish you a good day/afternoon/evening, don't take it personally. Simply say "Goodbye".

For the person making the call:

Let's Get It Started!

The phone is ringing. Someone at the other end answers. Say "Good morning/afternoon/evening. May I please speak to _____________?" If the person on the other end says that person is available, say "Thank you." If the person you asked to speak to is unavailable, ask if you can leave a message. Remember to say "Please" and "Thank you". Be polite. If the person at the other end asks if he or she can help you, allow him or her to try. Be as specific as possible, and be patient.

All Done!

When you're finished with the call, thank the person on the other end. Tell him or her to have a nice day. Always say something when you're finished. Don't just hang up the phone. You want to leave the other person with a good impression of you. It may help you out in the future.