The Basics Of Telephone Etiquette

In the evolving and competitive world of business - it is necessary that we provide our customers with proficient services. The need for proper telephone etiquette in the office has become a major necessity in order to compete effectively with other businesses in the industry.

Customers are the ones who contribute a major profit into any business. They do not appreciate being treated with discourtesy and they are not pleased by rudeness. Therefore - it is essential that a receptionist or secretary provide the best services to their clients to keep them for a long time.

Here are some of the fundamental things you should remember.

Important Rules:

• Never place the receiver on the desk without pressing the “hold” button. The person on the other line can hear everything that’s being discussed inside the office.

• Discontinue any activity before answering a call. Remember not to chew a gum since this can be disturbing to your caller.

• Directly speak to the mouthpiece in a soft but firm tone.

• Consider using the headset for more convenience. Such device will leave your hands free in case the caller decides to leave a message.

• Remember to be polite and courteous at all times. If you encounter a rude caller - remain calm and answer his ⁄ her questions in a considerate manner.

• Answer calls within two to three things. Prompt answers are always appreciated by the caller.

• There are several ways to answer a call. Usually - the answers are based on how huge the organization or department is.

- Large establishments typically answer their callers this way: “Thank you for calling ____ {the department’s name}. How may I direct your call?”

- For smaller departments - they normally answer the phone by introducing themselves and asking how she ⁄ he may be of help to the caller.

The Use of Answering Devices

A huge company often uses an answering machine to take calls. The receptionist is required to save a message in the recorder so callers are prompted when to leave their message. Here is what you should include:

- Your name
- The department’s name
- The reason why you are out of the reception desk at the moment
- A simple instruction of how the callers should leave their message followed by a “Thank you.”

Returning Calls

Individuals find it frustrating when they are unable to reach a person in the company. It is necessary for the receptionist to take such calls this way:

• Inform the caller when to ring the office back again.
• Take messages as necessary or ask if the caller prefers to leave a note over voiceMail.
• Schedule return calls in specific times.

Proper Phone Language

A secretary or receptionist should choose their words carefully when using the phone. A negative message can be very discourteous to the caller. Therefore - you need to be prepared and equipped with the right words to communicate more efficiently with callers.

Avoid the following short sentences at all costs:

- Hang on ⁄ hold on.
- Who is calling?
- Speak up - I can’t hear you.
- Your complaint ⁄ your problem
- I cannot do that.
- That is not my job.
- I cannot help you on the matter. You have to speak with someone else.

If you commune properly with your clients - you are guaranteed to have a prosperous business ahead. Be sure to follow the advices listed above to achieve better communication with your clients.