Business Phone Etiquette

 Business Phone Etiquette 

It is better to not answer the phone then to answer it incorrectly.

1. Go over how the phone works. 

It is essential to know how the phone you are going to be using works.  Never be afraid to ask a question.

2. The proper way to answer incoming calls from an outside caller.

It is an excellent idea to inquiry with your employer how they would prefer the phones to be answered.  Always be polite and use a business manner.

3. The proper way to answer calls from inside the company.
If a call is coming from inside your company, it should still be handled in a business manner.

The phone should be answered with a Good Afternoon or Morning, and you should provide your name and the Department the caller has reached.

4. The proper way to put a call on hold.

Not all phones are alike, it is a good idea to practice placing a call on hold before having to actually perform the duty.  You should also make sure to get the callers name, number, and whom they wish to speak to in case the call is lost.

5. The proper way to transfer a call.

Make sure the caller is on hold and follow the phone procedure for transferring the call as per the phone system being used.  Before putting the caller through advising the receiver as to who is calling and why if known.  Again this is good to practice ahead of time.

6. The proper way to take a call back off hold.

This may not seem a necessary detail, but many a call have been lost to doing this incorrectly.

Practice makes perfect.

7. The proper way to take a message from a caller.

One of the most important duties is to take accurate messages.  You need to have a sufficient writing pad and implements with which to write. Then, you need to find out whom the caller wishes to speak to, obtain the name, company and return number of the caller, the date and time of the call, and how the caller would prefer a response.  You should repeat this back to ensure it is accurate and never be afraid to ask how something is spelled.

The following is a short video that explains the above in more detail.