Telephone Etiquette in the Workplace

The Telephone Call May be the First Connection to Your Customers

Mar 16, 2009

Many people judge the service a business gives by the receptionist answering the telephone. First impressions on the telephone can be critical to a company's success.

Even with the dramatic rise of e-mail technology, the telephone is still a major method of communication in today’s workplace. Employees who know how to use the telephone properly and with the appropriate etiquette will be able to further their career goals in the workplace and in the quality of customer service they offer.

The following is a list of simple tips that can put employees one step ahead of the communication competition.

Put a Mirror on the Desk

Believe it or not, placing a mirror on the desk can lead to better telephone etiquette. Why? Putting the mirror where people can see their faces while talking actually promotes smiling. A smile comes through as a happy person on the telephone. A happy customer service representative, account manager or salesperson means better customer service. Smiling relaxes people and puts them in better moods. By glancing in the mirror, employees can ensure that they sound positive and upbeat to callers.

Answer Professionally

While at work, employees need to change their tone and telephone etiquette. Employees should state the company, their name and indicate the time of day. For example, an employee could say, “Good morning, XYZ company, this is Heather.” By doing so, the caller knows they have reached the correct company and the proper person. If they need to speak to someone else, they know so immediately. Simply saying good morning or good afternoon can promote politeness from the very beginning of the conversation.

Record a New Voice Mail Message Frequently and Concisely

Using voice mail and leaving messages are a way of life for many busy business people. When recording their voice mail message to callers, employees should remember to keep it concise and simple. Many messages indicate the person is out of the office or away from his or her desk. This is obvious. If the person was at his or her desk, he or she would be answering the telephone. It is courteous to let people know if the person will be gone for the day, week or more. For example, assume the employee will be gone three days out of the week. Instead of leaving a message for that person, a customer with a more immediate need may ask to be transferred to someone else in the department. A proper message in this case may be, “Hi, you have reached Heather. I will be out of the office Monday, Tuesday and Wednesday, March 16 through 18. Please leave me a message and I will get back to you on Friday, March 19. If you need help prior to that, please call Jenny at extension 13.”

Remember that the way employees answer the telephone and act is a reflection of the company they work for. On many occasions, the person who answers the telephone is the first contact with the company. First impressions cannot be done twice. Following these tips will get employees on the right path to telephone success.

The copyright of the article Telephone Etiquette in the Workplace in Personal Work Habits is owned by Heather Rothbauer-Wanish. Permission to republish Telephone Etiquette in the Workplace in print or online must be granted by the author in writing.