TELEPHONE ETIQUETTE

Should you pick up the phone in response to a client you opt for the slang “Hey!” or “Hey, what’s up?” or any other informal response, you are not only going to get fired, you could get flagged by different human resource persons as that singular action could cost your firm/ employer a very important client. In the corporate world, proper communication is key and in the absence of physical communication, when on the telephone, it’s important to make clients, partners, and everyone you are communicating with, feel well informed and appreciated and just as you would do if you were to be engaged with physical communication. Below are a few telephone tips to help make the best impression:

· Speak clearly and appropriately: While a picture paints a thousand words in the case of a telephone conversation, the caller at the opposite end of the phone can only hear you. They cannot see your face or body language. Therefore, it is extremely important to take time to talk, do so clearly, slowly, and with a professional voice and tone. Don’t use slang words or poor Language. Respond clearly with “yes” or “no” when speaking not “yeah” or “Nah” Also do not be found using swear words and resist the urge to eat or drink while making a call. This could be very offensive.

· Address the Caller Properly: (Use the caller’s appropriate title) Good morning Mr. Isaac, Good afternoon Ms. Sanders). Do not address an unfamiliar caller by his or her given name.

· Listen to the Caller: The ability to concentrate may be a problem generally, but it’s vital to concentrate on what the caller has got to say. It is always an honest habit to repeat the knowledge back to the client once you are taking a message. Verify that you simply have heard and transcribed the message accurately. Be patient, helpful and try as much as possible never to snap back or act rude to the caller.

· Always ask before you put the caller on hold: If you’re liable for answering multiple calls directly, always ask the caller politely if you’ll put them on hold. Never leave the person on hold for quite a couple of seconds or they’ll become upset and hang up. Always focus on the call. Try not to get distracted by people around you.

Just in case you are the one making calls, make sure you identify yourself properly. Whether the calls goes through or when leaving a message, always identify yourself properly by providing your name, name of your organization, and your position in the organization. Also try to avoid leaving long-winded messages. Remember, someone has to listen and act on it. It is often an honest habit to write down or type out your message beforehand. Keep it brief and to the point.

Finally, be discreet! Someone next to you could overhear your conversation and act on them in ways that could negatively affect your organization. Be careful!!!