Phone Etiquette at Work
by Melissa Dylan

Tips on how to do business over the phone.
Since most people have gone mobile, the phone is the first contact a customer will have with your company. It’s your job to make this encounter pleasant and productive so that the potential customer chooses you for their business.

• Answer promptly—within two rings, if possible.
• Identify yourself, as well as the company. Include a warm greeting, such as “Good afternoon.” But don’t go on forever. Saying “Good afternoon, you’ve reached Kelly at Ray’s House of Lawn Care, and it’s a beautiful day outside—how may I direct your call?” By the time you’ve finished, they’re confused. Just the basics, please.
• Watch your tone. If you’re bored, you’ll sound bored. Smiling helps.
• Get their name and the reason they are calling.

• Always ask first if you can place them on hold. Give them the specific reason why they’re holding - you’re locating their party, or because you’re pulling up a computer file, etc. (“Would you mind holding while I try your party’s extension?”)
• Check back after each full minute has passed, even if you don’t have an answer, or their party has picked up. If it’s something you’re looking for, let them know you’re making progress, and you haven’t forgotten about them. (“Mrs. Smith? I’m still searching for the file; it will just be another moment while the computer locates it. Sorry for the delay.”) If they are on hold for a third party, explain that the person is still busy, and give them the option of leaving a message. (“Mrs. Smith? Dr. Thomas is still on the other line. Would you like to continue to hold, or would you prefer to leave a message?”)
• Thank them for holding before resuming the conversation. Time is important to customers, and they like for that to be acknowledged. Respect their time, and you have a customer for life.

• Get the following information:
• Caller’s name (which you should know already, having asked when they first called)
• Company (if applicable)
• Time/date
• Reason for call
• Contact information
• Deliver messages promptly to respective parties.

• Make sure all of their needs have been met before hanging up. (“Is there anything else I can help you with today?”)
• Let the caller hang up first.

Remember:
Always be polite. Even though you are semi-anonymous, not being face-to-face, you still represent your company and yourself. Be cordial, don’t interrupt, and last but not least, do NOT eat or chew gum while on the phone.