Business Phone Etiquette

by Claire Valenty on January 23, 2010

in Business & Office Etiquette

business phone etiquette

Business etiquettes don’t just include dinners, emails and dresses! They also cover telephone conversations with your boss, colleagues and clients. Since it’s very easy to forego manners over the phone, business phone etiquettes become ever more important.

Phone conversations are just as important as face-to-face talks. These are more personal than emails because not only your words but your tone of voice and demeanor need not be guessed! They are being transmitted over the phone and affecting those of your listeners as well!

This brings us to the first tip: Smile!

When answering a business phone, make sure you greet appropriately with a pleasant smiling tone. No matter how busy you are, the person on the phone is also a human being and deserves courtesy. Unfortunately 75% of Americans agree that we need courtesy training and rudeness has become a cancer for our society. The biggest problem is felt during telephone conversations. Think how common it has become to put the other person on hold without asking for their permission or even telling them that they will be put on hold. Business phone etiquettes clearly say that it’s a big no-no!

Do you want your customers or clients to be left unwanted and angry? Remember they always have other options but you might be putting your business on the line.

Other things that should be taken care of while answering a phone are:

* Do not handle a dejected caller’s concern openly and get caught up in their anger. Remain calm.
* Be formal in all your dealing. Formal is classy and professional.
* Don’t make bad excuses like “That is not our policy” and “I was just about to call you”. Everyone can see through that! Try to facilitate the customer instead.
* Give constant feedback with “I see”, “That’s great” to show that you are listening. This is “active listening”!

Business phone etiquettes like everything else are based on common sense. Just remember to behave in a manner you would like to be treated.

With these tips you will be able to hold your own during phone conversations. What do you think is the most important aspect of a phone conversation? Let me know!

Photo: 123rf/spaxia

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