South Texas College
Telephone Etiquette: Helpful Guidelines and Hints
Objectives
{ Enhance your professional etiquette
z How to speak
z How to listen
z How to be courteous
Why is this Important?
{ Display courtesy and respect
{ Project professionalism
{ Telephones are a daily business tool
How to Speak
{ Slow
{ Clear
{ Smile
{ Pleasant
{ Lower mellow pitch
{ No gum or food
{ Avoid slang or complicated language
{ Concise
How to Listen
{ Turn off background noise
{ Listen carefully
{ Mentally imagine the other person
How to be Courteous
{ Call between the hours of 8am and 10pm unless you have prior
permission
{ Remember time zones
{ Ask for permission before placing someone on speaker phone
{ Maintain a calm attitude
Answering the Phone
{ Answer with 2-3 rings
{ Use a professional and pleasant greeting
z Identify yourself and your organization/department
Answering Quiz
Placing Callers on Hold
{ Do you mind holding?
{ Periodic checks (30-45 seconds)
z Offer options: Continue to hold or call them back
{ “Her line is still busy, do you wish to continue waiting or may
someone else help you?”
{ Thank them for waiting
{ Take a message, transfer or arrange a specific call time if caller cannot
hold
Transferring Calls
{ Know how to transfer calls
{ Provide the reason for the transfer
z Give the name, department and phone number of where they are
being transferred to
{ Ask if they would like to be transferred
{ Call ahead
{ Not sure where to transfer them?
z Investigate and call them back
Screening Calls
{ Not good for public relations
{ Announcing calls
z “Yes he’s in. May I tell him who’s calling, please?”
{ Screening calls
z “May I say who’s calling?...Thank you. Let me check and see if
he’s in.”
z “She’s away from her office; may I take your name and number?”
Taking Phone Messages
{ Use telephone forms
{ Name of person for whom the message was left
{ Caller’s name, company/department, phone number
{ Date and time
{ Message
{ Action
{ Always repeat messages for accuracy
z “Will you spell the name, please?”
z “Will you repeat the number, please?”
Closing the Conversation
{ Talk in past tense
{ Use “closing phrases”
{ State follow-up action
{ Thank them for calling and say “Good-bye”