How to use proper Phone Etiquette

      Why is phone etiquette important?

• People cannot see you face to face. Expressions in your voice can create an impression, just as much as your facial expressions, gestures and body language.
• When making cold calls, many times, it is the first point of contact for getting a business. 
• While giving instructions or setting a problem right, clarity in voice and tone is very important to avoid confusion in the listener’s mind.

 

      Common etiquettes to follow

• Avoid making calls early mornings, afternoons, late nights and mealtimes. (While making International calls, know the appropriate time in that zone.
• Make business calls well before the close of office hours.
  If you dial or receive a “wrong number”, simply say, “Sorry ,wrong number”.
  If you have made the call, introduce yourself first, explain the purpose of the call and wait for a response.
• Conversations with busy people should be brief as possible. You may ask, “Is this a good time to talk?” or “Do you want me to call back later?”. 
• When the number you are calling is not answered quickly, wait long enough .It is very annoying to have been disturbed just to pick up the telephone and find the caller has hung up.
• The appropriate way to respond to a call is “Hello”.
• Avoid putting a caller on hold for more than 30 seconds. If an immediate response will take time, inform the caller. ”This may take some time, would you like to keep holding or should I give you a call later?” gives a choice to the caller. If you have promised to call back, remember to call. 
• Listen carefully. Never interrupt.
• Reply clearly. Pause. Ask or determine if the person at the other end has understood you.
• Never hang up on a caller. Ask questions like “Will that be all?”, “Is there anything else I can help you with?” before hanging up.
• Try not to mispronounce the name of a person you are making a call to. If it is a difficult name to pronounce, ask the person if you have the right pronunciation if not, correct it by repeating it or asking for the spelling of the name. 
• If you have an unusual name, spell it out and give a clear pronunciation of the name to the person at the other end.
• While taking down a message, confirm by reading it out back to the caller and double check the name, spelling and telephone number.

      Cell-phones

• Same etiquettes as for phones.
• Keep ring tone off in meetings and public places such as office, theatres, movie halls, shops, elevators…any place where it might disturb others.
• While attending a call move to a corner or out of the hall/room and respond in a low voice.
• If you are in conversation with someone, take their permission before responding to call.
• Text messages or SMS saves money and time and does not disturb.