Business VoIP Resource Center
12 Steps For Successful Business Phone Etiquette

An employee who has good business phone etiquette always reflects well on the image of the company. Whether it is a sales call or a service call, the success of a business call depends in large part on phone etiquette of the person calling the customer. It is vital that employees are trained in this very crucial skill so as to reflect a professional and reliable image of the company that they work for.

  1. Always announce your name clearly on the phone and use a professional greeting, identifying the business or organization that you are calling from.
  2. Always remember not to speak in a loud volume when you are on the phone. It is always better to talk in a low, conversational tone.
  3. Remember to smile through your conversation as the person can feel the smile in your voice and this will go a long way in making the conversation go smoothly.
  4. Be careful not to interrupt the person on the other side of the line. If you want to remember what to say, make notes in between the conversation.
  5. Always keep a notepad and pen handy to take down notes if needed or to remind you of important points in the conversation.
  6. Before putting a person on hold, ask permission first.
  7. When a person has to be put on hold or transferred, it is better to also offer the option of leaving a voicemail message.
  8. When a call is being transferred, make sure to notify the person to whom the call is being transferred of the nature and purpose of the call.
  9. It is better to use a professional and neutral ring tone for the number in which you receive professional calls.
  10. Be sure to inform your client that he is on speakerphone before switching it on.
  11. Always answer a phone on the second or third ring and not more than after three rings.
  12. Always end the call on a positive note, saying “Have a good/nice day” and thanking the person for his/her time.

Here are some things to avoid for ensuring that you are following the best business phone etiquette practices:

  • Never drink, chew, or eat when talking on the phone.
  • It is always better to say “I’ll get back to you on that” or “Let me check on that and get back to you” if you are not sure of something, rather than say “I don’t know”.
  • Do not argue with a caller, use slang language or swear words.

With these pointers in mind, you can be sure of having the best business phone etiquette in town!



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