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Observing telephone etiquette leaves callers with a favourable impression about you. These would serve as a guide
Always identify yourself at the beginning of any call
When placing a call, always state your name along with the name of the person you are calling. Example: “Hello, my name is Lara Walsh from XYZ Corporation. May I please speak with Ms. Lola Praise?’’ From a cell phone, either simply say Hello, or state your name, Hello, Smith King here. Do not answer by using words such as “yeah” or “yes.”
Be conscious about the tone of your voice
Do not sound overly anxious, aggressive or pushy. It is important your tone conveys authority and confidence. Do not lean back in your chair when speaking on the telephone. Sit up in your chair or stand during the conversation. You can also privately record your own conversations, so you can have an idea of how you sound to others.
Think through what you plan to say before placing a call
Jot down the items you want to discuss and questions you want answered. In other words, if you anticipate and expect you will be placed into a voicemail system; plan your message to be as direct and specific as possible, asking the person to respond to specific alternatives or questions. Do not say, “Hello, it’s Smith, call me back.” Make sure you state the subject about which you want the person to call you back about.
Avoid interruptions during a telephone conversation
Do not carry on side conversations with other people around you. The person on the telephone takes precedence over someone who happens to walk in your office or passes by while you are on the phone. If you must interrupt the conversation, say to the person, “Please excuse me for a moment I’ll be right back.’’
Always speak into the telephone receiver with an even and low tone
When speaking on a cell phone in public, be sure to monitor how loud you sound. Move the phone earpiece slightly away from your ear and listen to yourself speak. That way, you will be able to tell whether or not you are speaking too loudly or too quietly.
Don’t forget your manners
If you have caller ID, you will know who is calling you in advance. Do not answer the phone by saying “Hi Nana!” This will throw the caller off guard and in the future when you don’t answer the phone when they call, they may wonder whether you are screening their calls and intentionally avoiding them.
Don’t answer on first ring
When placing a call, allow the phone ring six to eight times, so you can give the called party ample time to get to his or her phone. When the phone is answered, identify yourself by stating your name. If you are calling for someone else keep your conversation brief with the person who has answered the phone. Ask the person if it is a good time to call, if they are in the middle of something you can always call back. It is better to place your calls between 9am and 9pm unless you are certain a person doesn’t mind being called earlier or later.
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