Aspects of Phone Etiquette

Phrasing

Tone of Voice

Speaking Clearly

Listen to the Caller

Using Proper Phone Language

Please and Thank You

Do Not Use Slang

Avoid Using the Term “You”

Emphasize What You Can Do, Not What You Can’t

Eliminate Phone Distractions

Avoid Eating or Drinking

Minimize Multi-Tasking

Remove Office Distractions

Do Not Let Others Interrupt You

Inbound Calls

Avoid Long Greeting Messages

Introduce Yourself

Focus on Their Needs

Be Patient

Outbound Calls

Be Prepared

Identify Yourself and Your Company

Give Them the Reason for the Call

Keep Caller Information Private

Handling Rude or Angry Callers

Stay Calm

Listen to Their Needs

Never Interrupt

Identify What You Can Do for Them

Handling Interoffice Calls

Transferring Calls

Placing Callers on Hold

Taking Messages

End the Conversation

Handling Voicemail Messages

Ensure the Voicemail Has a Proper Greeting

Answer Important Messages Right Away

Ensure Messages are Delivered to the Right Person

When Leaving a Message for Others

Methods of Training Employees

Group Training

One-on-One Training

Peer Training

Job Shadowing

Correcting Poor Telephone Etiquette

Screening Calls

Employee Evaluations

Peer Monitoring

Customer Surveys