Importance of telephone etiquette pdf

All employees who use the phone as part of their job should know how to leave a professional phone message. People from all walks of life will still be using the telephone for the reason that fastest way to communicate. Professional phone etiquette the balance small business. Learn english with lets talk free english lessons 193,297 views 15. The 5 most important rules of proper telephone etiquette. In a busy department or unit, this particular phrase may be too much to say. Todays telephone etiquette for the workplace by staff although new technologies have changed the face of business, the need for proper workplace telephone etiquette has not changed.

If so, it can be shortened to a phrase that is less wordy when answering, identify your department and your name. The importance of business etiquette your business. Multitudes of businesses, companies, and departments use telephones in their work every day. The foundation of proper etiquette is behavior that is accepted as gracious and polite in social, professional, and family situations. Before picking up the receiver, discontinue any other conversation or activity such as eating, radio, etc that can be heard by the calling party. It is rude and may cause irritation to the person on the other end. This gives most offices about a 30 minute timeframe on both ends of the work day to open and close. How you conduct yourself on the telephone tells others as much about you as facetoface interactions. Telephone etiquette telephonic conversations are fast replacing traditional a onvenuea meetings, due to the logistics and time saved. Remembering to use proper telephone etiquette, whether answering or making calls, leaves your respondents with a favorable impression of you, your department, and lehigh in gen. Offer to have your manager talk to the caller or call himher back if the caller persists. Keep in mind with your utensils that you start on the outside and work your way in. Another very important telephone etiquette is to never put the second party on very long holds. Have any necessary information nearby, and get to the point of your call.

Business etiquette is a set of standards for behavior in which individuals. Every time you answer the phone, you not only represent your organization, but you may be the. Stress the importance of acknowledging callers and keeping them informed of reasons for delays describe standard telephone etiquette on answering calls, transferring calls and making calls prepare all necessary documentation and equipment prior to making outgoing calls. Telephone etiquette when speaking on the telephone, proper etiquette is just as important as when you meet someone in person.

Telephone etiquette tone of voice 86% words 14% the tone plays a very important role as the guest cannot see you. Good business etiquette allows your business to put its best foot forward and can protect business owners and employees from internal and external conflicts by setting a high standard for behavior by all. Phone etiquette the 5 most important rules you need to learn. Telephone etiquette for better business calls telephone skills at work business english lesson duration. Before the call always have purpose in mind if you are calling in relation to a meeting then prepare an agenda for a conference call identify a coordinator or a leader to lead the call basic telephone etiquette. While its necessary to follow the rules of phone etiquette to make and maintain a positive impression of your business in the minds of callers, its also critical that you have a system in place that can provide a positive calling experience when youre not available to pick up the phone. If there are disturbances around like tvs, radios, etc. The basics of courtesy s till apply in every situation, the y just need to be applied differently in different s. Words that we use are also important but not as important as tone in a telephone conversation. One of the basics in a business is learning proper business telephone etiquette.

Email is a big part of your company communications to customers, to business partners and internally within the company. The telephone is one of the most important and commonly used tools in business. Importance of telephone etiquette assignment point. Remembering to use proper telephone etiquette, whether answering or making calls, leaves your respondents with a favorable impression of you, your department, and lehigh in general. Following these simple telephone tips can help you present a professional image on the telephone. When you answer the phone, greet the customer according to the time of day e. Put work upfront, learn the rules, get to know what to do and what to avoid. Apr 12, 2010 telephone etiquette for better business calls telephone skills at work business english lesson duration. Youll get better and your calls will get better finally the service you provide will get better as well. Usually, clients call back for repeat business because they. Etiquette and manners should be the backbone of every communication to succeed. Role of communication in business, why business needs to communicate, importance of communication skill for you, forms of communication, formation and sending of response, 7 cs of good communication skills, barriers to communication.

However, you need to maintain of the proper telephone etiquette since the way you communicate may either help to make or break your personal image. Good manners can mean the difference between success and failure in many aspects of life. This is because businesses need them in order to call out and contact vendors, business associates, and clients or customers. Pass items with the handle pointing toward the recipient. Telephone etiquette is especially important in competitive industries because if you donat do it right, the customer has other options to choose from. Telephone etiquette proper telephone etiquette an important facet of communication, since you represent not only yourself, but often your department and the university. There are some etiquette rules and guidelines you have to follow to make sure your email communication is solid. These are some basic manners that everyone in business should follow because what you say represents you, your organization and your. A friendly tone of voice is one of the most important things when it comes to communicating successfully on the phone and practicing good phone etiquette.

With so much attention being placed on online communication, whether its via email and social media, it seems that conversing with your actual voice is a lost art. Etiquette, like all other cultural behaviors, evolves to match the times. Telephone etiquette is nothing more than an extension of the social courtesies that are necessary to the smooth running of a civilized society. The 11 essential rules of phone etiquette hubspot blog. Saying or writing something stupid in the office is the quickest way to an unplanned career change. Consider closing your office door and lowering your voice whenever speaking in person or on the telephone. What is the importance of telephone etiquette answers.

Using technology in communication tasks, e mails, tools for constructing messages, computer tools for gathering and collecting information personal etiquettes and grooming for corporate. Sep 28, 2012 telephone etiquette is especially important in competitive industries because if you donat do it right, the customer has other options to choose from. Telephone etiquette is very important because when you speak with others on phone that means you present yourself indirectly. Usually, clients call back for repeat business because they are familiar with the way you function. Nov 20, 2019 voicemail is a standard part of nearly every businessclass telephone system, and knowing how to leave a professional voicemail phone messagein addition to how to answer onereflects positively on your company. Telephone etiquette is also one way of improving communication skills. It is a necessary tool, which in most business is the first point of contact with customers. Your voice sets up the perception in the guests mind.

It can either make or break a business transaction. Practicing this tone of voice will help you when you need it most. Phone etiquette tips incoming calls telephones should always be answered with a phrase like, good morning, xyz dept. A telephone connected to the internal telephone system with its own handset and telephone number handsfree phone a telephone where the handset is not connected to the base station by wires internal telephone list a list of telephone extension numbers within the property identifying the department or staff at each location. Before picking up the receiver, discontinue any other conversation or activity such as eating, radio, etc that can be heard by the calling.

Telephone etiquette at the office is very important because if your voice is too loud or the conversation is something private, it can be disruptive to those around you. Use of appropriate etiquette ensures you will treat patients with respect and courtesy and provide a level of customer service that patients expect. Why, then, do so many people put so little thought into their email or phone conversations. Telephone etiquette guide answering calls for your departmentoffice 1. Office skills telephone etiquette and telephone tips. Voicemail is a standard part of nearly every businessclass telephone system, and knowing how to leave a professional voicemail phone messagein addition to how to answer onereflects positively on your company. For oncampus calls to other offices it is best to call between 8. Broad objective of this article is to learn about importance of telephone etiquette. Its important to use the correct phone etiquette in these types of cases to produce the most effective outcome for both the customer and the. Nov 11, 2016 importance of telephone etiquettes in most of the organizations, the first point of contact for customers to reach you is either over the phone or email, for discussing their requirement or questions they might have.

Identify yourself and your department on answering 4. Customers love consistency, and they expect to receive the same level of service that they received today when they call tomorrow, next month, or next year. The importance of learning business telephone etiquette. Email etiquette is really important whether you are a senior professional or an office newbie. Telephone etiquette dos dos do answer the phone by the third ring do have a plan for phone coverage during business hours do ask, may i ask whos calling, when screening calls for someone else do offer options to hold, leave a message, or speak to someone. Pdf telephone etiquette customer service begins here miriam. One facet of excellence, perhaps the most important aspect is communication and the universal tool for communication is the telephone. Telephone etiquette whether answering the phone or making phone calls, the use of proper etiquette allows you to maintain a certain level of professionalism and deliver exceptional customer service. The 5 most important rules of proper telephone etiquette with so much attention being placed on online communication, whether its via email and social media, it seems that conversing with your actual voice is a lost art. Good telephone technique conveys enthusiasm and attention and makes the experience both positive and bene. Treat each call as if its the most important call of the day. If youve had a hard day at work and politeness is the last thing on your mind.

Good telephone etiquette is one way that you can help ensure that a customer can call any department within your company, in any city, on any day, and be dealt with in a uniform way. Following proper phone etiquette isnt only important when it comes to making a good impression on new callers its also important to keep repeat callers as your clients. With so much attention being placed on online communication, whether its via. If youre on a phone conversation and it is approaching closing. Knowing and exhibiting proper etiquette is essential to any civilization. Importance of telephone etiquettes in most of the organizations, the first point of contact for customers to reach you is either over the phone or email, for discussing their requirement or questions they might have. Multitudes of businesses, companies, and departments use telephones in. Courtesy is as important in speaking over the phone as in talking to people face to face. In fact, sometimes email is the only communication your customer may have with your firm. University registrars office, this is jane speaking, may i help you. Without etiquette, members of society would show far too much impatience and disrespect for one another, which would lead to insults, dishonesty, cheating, road rage, fist fights, a. Wait for everyone at the table to be served before you begin eating.

Keep personal telephone conversationsand emailsbrief and at a. Remember, their problems and concerns are important. Aug 22, 2014 telephone etiquette tone of voice 86% words 14% the tone plays a very important role as the guest cannot see you. Presenting a professional image, both in person and on the telephone is very important in the office skills profession. The listener may interpret your body language by your tone of voice. Try injecting some etiquette into your communications and you might just make new friends and influence coworkers, customers, or prospects. However, answering the telephone and phone etiquette are still a big part of the experience for many businesses. Make sure that all your words are clear when you speak to the caller. Telephone etiquette is a basic part of customer service. Thus, do not understate the importance of proper telephone etiquette. How to practice proper workplace and office etiquette. Calls that get answered on the seventh ring send a message. Its critical to growing your clientele as well, because only people who have a good impression of your business will send referrals your way.