Phone Etiquette 101: The Essential Rules of Phone Etiquette for Businesses

Phones have become an indispensable part of life. This is especially true in business. After all, your phone system is your first line of communication with your customers, clients, and vendors.

But having a good phone system isn’t enough. You also need proper phone etiquette in order to make the best possible impression on callers.

This article takes a look at good phone skills that every type of business should have in place for their employees. Keep reading to see tips for taking the quality of your business calls to the next level.

Always Answer Within 3 Rings

There are few things more annoying than making a call and listening to it ring endlessly. 

Even if you’re busy and need to temporarily place the caller on hold, you should answer the call promptly, identity yourself, then ask them to hold for a moment.

Being placed on hold might still be slightly irritating, but most people prefer this to not knowing if their call will ever be answered.

Speak Clearly/Identify Yourself

Always be cheerful and speak clearly when answering the phone. This is professional etiquette and treats the caller with respect. Identify yourself immediately. This lets the caller know who they are speaking to, thus helping them feel engaged.

This is especially important for businesses that use a legal phone answering service. 

Use a Speakerphone Only When Necessary 

Unless you’re on a conference call with multiple people, try to avoid using a speakerphone. Because even though technology has improved voice quality in recent years, it’s still not the best way to have a conversation.

This is especially annoying when the call is only between two individuals. There’s really no excuse for placing someone on speaker unless you absolutely need to have your hands free and you don’t have a wireless headset available. 

Be Polite/Avoid Profanity

This should be obvious. And yet you’d be surprised how many people seem to have the inability to simply be polite to callers. Also, never use profanity, especially in a business environment. The use of profanity in phone conversations is rude and unprofessional.

Be Mindful of Your Tone

The volume and tone of your phone voice is very important. Callers want to feel respected, not overwhelmed. If you aren’t aware of how you sound on the phone, consider having a coworker listen to a call and offer feedback.

Let the Caller Know When Placing Them on Hold

Lastly, it’s fine to place a caller on hold. After all, there are numerous reasons you might need to do this. Just avoid abruptly placing them on hold without warning.

This prevents them from continuing to speak while no one else is on the line. Simply mention that you are putting them on hold and that you’ll be right back. This the ideal way to prevent confusion or embarrassment. 

Basic Tips for Proper Phone Etiquette

Good phone etiquette is essential for any business. After all, it helps callers to feel respected and conveys a sense of professionalism. The tips contained in this article can help your office to engage with customers and clients in a more polite and professional manner.

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