Phone

Good Telephone Habits for Everyone

Using the proper etiquette is very important in order to maintain a certain level of professionalism (whether answering the phone or making phone calls). Proper etiquette leaves callers with a favorable impression of you, and of the issue you are speaking with them about. You'll also find that others treat you with more respect and are willing to go out of their way to assist you.

Making Calls

When you call someone and they answer the phone, do not say "Who am I speaking with?" without first identifying yourself: "This is _______. To whom am I speaking?"
Always know and state the purpose of the communication.
When you reach a wrong number, don't argue with the person who answered the call or keep them on the line. Say: "I'm sorry, I must have the wrong number. Please excuse the interruption." And then hang up.
If you told a person you would call at a certain time, call them as you promised. If you need to delay the conversation, call to postpone it, but do not make the other person wait around for your call.
If you don't leave a number/message for someone to call you back, don't become angry if they are not available when you call again.

How to end conversations gracefully:

There are several ways that you can end a long phone call without making up a story or sounding rude:

Leave the conversation open.
Promise to finish your discussion at another time.
End on an "up" note.
Tell the person how much you've enjoyed speaking with him/her.
As long as you are honest and polite with the other person, you shouldn't have any problems getting off the phone.

Leaving a voicemail message for another person:

Speak clearly and slowly.
Be sure to leave your name and number. It's best to say it at the beginning and end of your message.
Keep messages short and to the point.
Remember that you want to leave the person you are calling with a good impression of you.
Leave the date and time you called in the message. Let the person know the best time to call you back.
Cover one topic in one message; specify what you want the recipient to do.

Preventing misunderstandings:

Check your presentation. Speak distinctly at a moderate pace, with enough volume to be heard clearly. Don't mumble, turn away from the phone, or rush through sentences.
Stay with your caller. Don't give important information when the caller doesn't appear to be listening. Instead, use an introductory phrase to get the caller's attention: "Sir?" "Ma'am?" "Excuse me."
Use everyday language. When you must use a term callers may not understand, explain it.
Repeat, or spell out, information. All names, addresses, numbers, and dates should be repeated or spelled out. And be specific.
Ask for feedback. You can "quiz" your callers on how well they're listening by asking them to repeat information. Say: "Do you mind repeating that number back, so I can be sure I gave it to you correctly?"
Encourage questions. This technique is especially useful for complex topics. Again, be careful that you don't talk down to the caller: "I know I've covered a lot. Is there anything you'd like me to review?" Or, "Before we hang up, is there anything I was not clear about?"