Here’s a great article that I found over at ASAP.org with today’s rules for telephone etiquette.
Although new technologies have changed the face of business, the need for proper workplace telephone etiquette has not changed. Every time you answer the phone, you not only represent your organization, but you may be the first—or only—contact a caller has with your firm. That person will remember that impression long after the call is over. Good telephone technique conveys enthusiasm and attention and makes the experience both positive and beneficial.
Here are some basic tips.
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Pick up by the third ring if possible. Calls that get answered on the seventh ring send a message: Callers are not important to your organization.
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Treat each call as if it's the most important call of the day. Don't allow yourself to be distracted by someone standing at your desk or an e-mail message on your computer screen.
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Never interrupt. Listen closely to callers in order to understand their requests and problems. Give each person time to explain his or her situation. Listening makes callers feel that their problems are important.
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Don't sound bored or indifferent. If you're bored, you'll sound bored. Put energy into your voice. Smile, and that will come through over the phone line.
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Speak slowly and clearly. Don't slur or mumble your words. Be prepared to adjust your rate of speech to your callers' cues. If you're asked to repeat yourself, you'll know you need to slow down. Recognize that your voice may sound muffled when you're speaking through a telephone headset.
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Don't eat, drink or chew gum. Aside from being extremely rude, these sounds become magnified over the phone and make your words difficult for callers to understand.
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Don't cough, sneeze or clear your throat into the phone. If you must sneeze or cough, move the mouthpiece away and cover it with a hand. Or put your phone on mute for a moment.
Stay tuned for Part 2 of Who’s Calling? to learn more helpful tips for today’s telephone techniques.
