Business Phone Etiquette Do’s and Don’ts

While email, instant messaging, and other forms of digital communication are taking hold in the workplace, that doesn’t mean the phone is now useless. As a business owner or an employee, you likely spend much of your time talking to clients or coworkers on the phone. In order for things to go smoothly on those phone calls, you’ll need to practice good business phone etiquette.

Below is our list of do’s and don’ts for business phone etiquette so you can maintain customer satisfaction and loyalty:

Do…

• Introduce yourself and your company: Once you’ve confirmed who you’re talking to, the first words out of your mouth should be your name and the company you represent. You shouldn’t rely just on caller ID to tell customers who they’re talking to.
• Speak slowly and clearly: Enunciation is always important when you’re trying to get your point across. This is especially true over the phone. So, don’t rush. Speak slowly and clearly to ensure the other person understands you.
• Be succinct (especially with voicemails): People are busy and may not have time for a long-winded conversation. Be succinct, and always get to the point as soon as you can. If you’re leaving a voicemail, keep it short and sweet. It shouldn’t take more than 30 seconds to explain why you’re calling.

Don’t…

• Interrupt: Interrupting someone is always rude, especially when talking to a customer. Instead, let the person on the other line talk, allow for a small pause to make up for any delays, and then make your own point.
• Be too casual: This is a business conversation, so it requires a higher level of professionalism than a conversation with your friends. Unless you are on close terms with the person on the other line, always stay professional and courteous.
• Speak too loudly or softly: People shouldn’t be holding the phone inches away from their ear, nor should they be straining to hear you. Speak in a normal tone as you would if the person was standing right in front of you.

At A Personal Answering Service, we understand how important phone conversations are with your customers and clients. Contact us today to learn more about our services!