In a business setting it is important to understand how to interact with customers and business associates over the phone. Proper phone etiquette will portray the company in a positive light.

A phone call is often the first point of contact between a business and a customer, and it should make a good first impression. Answering calls promptly in a professional manner projects competency and it makes the customer feel cared for.

Here are some basic guidelines for phone use in the workplace.

• Pick up the call promptly, preferably by the third ring.
• Speak in a friendly tone of voice, your voice on the phone may be the customer’s only impression of the company.
• Use a professional greeting, “Hello,” “Good Morning,” or “Good Afternoon,” etc. followed by your name and the name of the business and if applicable the name of the department that is being contacted.
• Speak clearly and calmly so that the caller can understand you and not feel rushed.
• Listen attentively while writing down any necessary information. Ask relevant follow-up questions if you are unclear on anything the caller has said.
• Stay focused on the conversation, avoid multitasking during a phone call which can make the caller feel like you are not paying attention and don’t value their call.
• Use professional language and tone throughout the conversation. Avoid slang or jargon that may confuse or alienate callers.
• Avoid using the speakerphone unless it is beneficial to the customer such as getting input from others and always ask permission before putting the caller on speakerphone.
• Remain patient and polite during phone conversations. Even if a caller becomes frustrated, it’s important to stay calm and composed. Showing empathy and understanding during the call can often defuse a tense call.
• Sum up what the customer says in their own words. This shows that you heard what they have said and understand what they want.
• If you don’t know the answer to a question don’t say “I don’t know” instead say “I will check on that for you” or “let me look into that and I will get back to you”.
• When leaving a voice mail message speak slowly and clearly, give your name, the company name, your phone number and a brief description of the reason for your call.

• Return voice mail messages promptly and if you tell someone you will call them back follow through.
• When transferring a call, tell the person who they are being transferred to and give them the phone number and extension of that person incase the call is disconnected.
• When placing a call always identify yourself and the company.
• End the call with a positive closure such as “Thank you for calling”.