Speaking on the phone is an important part of almost any office job. While it can be tough to answer phones all day, the impression you give is likely the first one the caller has of the company you represent.
For this reason, you should consider the following phone etiquette steps:
- For starters, you should always use a formal greeting when the person gives you a name. Using a title like “Mr.” or “Ms.” is a demonstration of respect.
- If you can’t hear the person on the other end of the phone, do not crassly ask, “What?” Instead, you should say, “Excuse me, can you please repeat that?” It comes off as more professional.
- Improve your listening skills. Many people fail to listen to the caller because they are already planning what they are going to say next. As a result, they miss important details.
- Ask the caller before putting him or her on hold. You should always ask, “Is it okay for me to put you on hold for just one moment?” before doing so. The person you are speaking to may opt to call back later instead.
- Do not eat or drink while using the phone. The person on the other end of the phone will be able to hear what you are doing.
Using your newfound knowledge of etiquette, you will see the tables turn in your favor. Clients love to work with professionals who are polite and kind on the phone and in person.