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Telephone Etiquette

The first and most important point concerning the professional use of the telephone is the attitude towards any caller. The telephone is the lifeline of the company with the outside world, and those who call in should be considered potential business prospects. Everyone who uses an office telephone should remember that a friendly, helpful, and efficient call can make the difference between success and failure with the caller.

1. Answer the telephone by the third ring— answer the telephone or make sure your answering machine will answer the call after the third or fourth ring. Do not let the telephone ring endlessly. Many of us say how we “hate” speaking into these answering machines, but at the same time we also hate not having the option of leaving a message.

2. Make sure your greeting is professional—make sure your greeting is short but professional. Before recording a message on your answering machine, write it down and repeat it several times. Play it back and listen to your own voice speaking. Is your message too fast? Is it too slow? Make sure your greeting sounds professional and clear. Give the caller clear instructions of what to do when leaving a message.

3. Be prepared before you answer the telephone— have a pencil and a pad of paper ready when you answer the telephone. Be prepared to be an “active” listener, taking notes of what the caller says. It is important to write down the name of the person and to say it during the conversation. People “love” to he ar their own names.

4. Be an “active” listener— take notes as you listen and speak. Let the caller know that you are taking notes, for this will be a signal for him/her not to speak too fast. Ask for the correct spelling of his/her name, which may be unique. Therefore, don’t assume that it is spelled the same as other people’s names.

5. Return telephone calls promptly!—to me, this is the most professional telephone habit people should have. Be that person who DOES return telephone calls. Many people DO NOT return telephone calls! I have left numerous messages with people and companies who DO NOT return telephone calls. Quite often I have received a call from someone asking to order one of my products and I spend days, even weeks trying to contact them. I always try to return telephone calls within four hours, regardless of where I am. People who know me know that I am prompt in returning telephone calls.

6. Check your messages frequently—if often you are not at your office, check your messages several times a day. People may be wanting to