6.

TELEPHONE ETIQUETTES
Telephone is an important device with the help of which people separated by distance can
easily interact and exchange their ideas. Got a brilliant idea and want to convey it to your friend
staying out of the country, use the telephone. Telephone is one of the easiest and cheapest modes
of communication.

Telephone etiquettes - An individual needs to follow a set of rules and regulations

while interacting with the other person over the phone. These are often called as telephone
etiquettes. It is important to follow the basic telephone etiquettes as our voice plays a very
important role in creating an impression of our personality, education, family background as well
as the nature of job we are engaged in. The person giving the information is called the sender and
the second party is the recipient.

Let us now study the various telephone etiquettes. Please find below the various telephone
etiquettes.

 Always remember your voice has to be very pleasant while interacting with the other
person over the phone. Don’t just start speaking, before starting the conversation use
warm greetings like “good morning”, “good evening” or “good noon” depending on the
time.
 Never call any person at odd hours like early morning or late nights as the person will
definitely be sleeping and will not be interested in talking to you.
 In any official call, don’t use words like” Any guess who I am? “as the person on the
other side might be occupied with something and can get disturbed. Always say “Is it
Ted?”, and do ask him, “Is it the good time to talk to you?” and then start
communicating. If the person sounds busy always wait for the appropriate time.
 Make sure your content is crisp and relevant. Don’t play with words, come to the
point directly and convey the information in a convincing manner. First prepare your
content thoroughly and then only pick up the receiver to start interacting.
 After dialing, always reconfirm whether the person on the other side is the desired person
whom you want to interact with. Always ask “Am I speaking to Mike?” or “Is this
Jenny?” before starting the conversation.
 Always carefully dial the numbers, never be in a rush or dial the numbers in dark as it
would lead to a wrong call. If by mistake you have dialed a wrong number, don’t just
hang up, do say sorry and then keep the phone courteously.
 Never put the second party on a very long holds. Always keep the information handy
and don’t run for things in between any call as the listener is bound to get irritated.
 While interacting over the phone, don’t chew anything or eat your food. First finish your
food and then only dial the number. If you are reading, please leave the book aside, first
concentrate what the other person wishes to convey and then continue with the book.
 After completing the conversation, don’t just hang up. Reconfirm with the receiver
whether he has downloaded the correct information or not and do end your conversation
 with pleasant words like “Take care”, “nice speaking with you” and a warm bye. Never
say Goodbye.
 Always speak each and every word clearly. The person on the other hand can’t see your
expressions so remember your tone should be apt to express your feelings in the correct
form.
 Don’t take too long to pick up any call. If you miss the call, make sure you give a call
back as the other person might have an important message to convey. Avoid giving
missed calls at work places as it irritates the other person.
 In professional talks, never keep the conversation too long as the other person might be
busy. Always keep the content crisp and relevant and do come to the point after formal
greetings.
 If you are not the correct person and the speaker needs to speak to your fellow worker
always say “one moment please- I will call him in a minute”. If the colleague is not in the
office premises, always take a message on his behalf and don’t forget to convey him
when he is back.
 Decrease the volume of the television or turn off the speakers while speaking over the
phone as noise acts as a hindrance to effective communication
 If there is any disturbance in the network, don’t just keep speaking for the sake of it; try
to call after sometime with a better line.

Following the rules shoud fallow while making or receiving a call.

1. Answer the call within three rings.

2. Immediately introduce yourself.

3. Speak clearly.

4. Only use speakerphone when necessary.

5. Actively listen and take notes.

6. Use proper language. 

7. Remain cheerful.

8. Ask before putting someone on hold or transferring a call.

9. Be honest if you don't know the answer.

10. Be mindful of your volume.

11. Check for and respond to voicemails.

 Do’s
1.  Greetings – always greet the person you are conversing with.
2. Always identify yourself and the company or business you are representing.
3. Ask the caller, “May I know who I am speaking to?” It is imperative that you know who
is on the other line.
4. Smile when you answer your calls. The other party will hear the smile in your voice, even
though he/she can’t see it.
5. Practice good listening skills.
6. Be eager, considerate and courteous.
7. Be as helpful as you can in addressing concerns and issues.
8. Ask questions, pay attention about the caller’s concerns and show you care.
9. If there is a problem, be concerned, empathetic, and apologetic.
10. Speak Clearly – smile while talking on the phone and speak slowly and clearly, enunciate
your words so the person on the other line will understand what you are talking about.
11. Be aware of the position of your headset’s mouthpiece. Regularly check your mouthpiece
while you’re working to ensure it is properly positioned based on the manual. Take note that
the recommended position for the microphone on most headset models is two fingers’ width
from your mouth.
12.  Before placing a caller on hold, ask their consent first and thank them.

13. It is advisable to return calls promptly that have been left on voicemail. If you can’t
simply give time to do it, it’s  better to hire a Telemarketing Virtual Assistant to handle all
incoming and outgoing calls on your behalf
14. Always have your pen and paper readily available to jot down important concerns.
15. Answer calls by the second or third ring.
16. Learn how to handle several callers simultaneously with ease and grace.
17. When ending up a call, make sure the caller or person called hangs up first.
18. Thank the caller for calling. Ask them to call again if there are has concerns.
19. If you are the one who called up, thank the other party for his or her time.

Don’ts
1.  Don’t interrupt callers when they are speaking. Let them have the time to express their
concerns.
2. Do not call a customer or client’s home before 8:00AM or after 9:00PM, unless you have
prior permission to do so.
3. Don’t forget to return the call as you promised.
4. Never answer the phone if you are drinking, eating or chewing gum.
5. Don’t give your clients and prospected customers the hunch that they are rushed. It is best
to return the call when you can give the person the time they need to know and identify the
reason for their call.
6. As much as possible, don’t ever leave a message with someone else or on a voice-mail
regarding details of a delinquent account. Instead, leave a message asking the person to call
the “Accounting or Billing Department.”
7. Don’t let callers’ negative or angry voice affect you.
8. Be flexible and don’t bring your emotions from a previous call into your current call.
9. Never cough, sneeze or clear your throat directly into the mouthpiece of your headset.
10. Don’t breathe loudly into the mouthpiece of your headset.
11.  Don’t make up information when you don’t know the answers to callers’ queries.

Each of us has our own unique talent and skills. Some of us are really good at engaging
with other people while others are more expert in the business development aspect. If you
are someone who is having a difficult time dealing with an angry customer and manage
stress, then it is recommended you use a virtual assistant. Skilled VAs can pitch a sale or two
and can answer customer or client concerns to help your business grow and run smoothly.