20 Telephone Etiquette Tips for Better Customer Service

As I walk into town for my coffee on a daily basis I look around as the majority of people making their way along the pavement do so talking into their Mobile Telephones displaying no manners what so ever.

Today's technology has many advantages and a great many disadvantages. One disadvantage is the usual lack of etiquette displayed when talking into a telephone. People seem to have no manners when talking on their phones.

At the workplace, impoliteness and rudeness to others when on the phone or not, is totally unacceptable from employees. Since I am a trainer and consultant, I feel obliged to pass these tips on to you. If you have any more please send them on to me.

Make sure you speak clearly and are smiling as you answer the phone; also identify yourself with your name, organisation and position – “Good Morning, my name is Stephen Sawyers, the Founder of hospitalityforyou”
2. Do not call a customer or client's home before 8:00AM or after 9:00PM, unless they've given you permission to do so. Consider the differences in World Times – it could make all the difference.
Before placing a caller on hold, ask their permission first and thank them. Just because you have the caller in your grip; do not keep them holding on listening to music.
4. It is better to return a call than to keep someone on hold too long. If the phone rings back to you, you've kept them on hold too long.
Do not forget to return the call as you have promised.
Do not give the impression that you are rushed. It is better to return the call when you can give the person the time they need to handle the reason for their call.
Do not ever leave a message with someone else or on an answerphone or voice mail regarding details of a delinquent account. Instead, leave a message asking the person to call the "Accounting Department."
Do not answer the phone if you are eating or chewing gum.
Do not make it a habit of receiving personal calls at work.
Do not permit the phone to ring into the office more than three times.
If possible, provide a telephone area for customers providing privacy for them if they want to use it.
Always get the best number (and an alternate) and the best time to have a call returned to the caller, especially if a manager or another team member must return the call.
Always use a pleasant, congenial and friendly tone.
Never interrupt the person while he/she is talking to you.
Never engage in an argument with a caller.
Do not handle an unhappy caller's concern openly at the checkineckout desk.
Learn how to handle several callers simultaneously with ease and grace.
Return calls promptly that have been left on voice mail and answerphones.
Always make private calls away from the public areas so that the background noise is limited.
When hanging up the phone, make sure the caller or person called hangs up first if the phone is slammed on the receiver. Otherwise, always hang up the phone, gently.
I recommend a remote, handless headset for the business staff. They are wonderful. This will solve hanging up as you push release on the headset to hang up the phone. Also, it does not you staff to your desk.

I'm aware many of these tips are common sense yet I'm also aware common sense is not very common, often. This list was initially written for dental and medical healthcare professionals but is applicable to our business also.

 

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