Phone Manners
You
don’t have to be a receptionist
or secretary to learn proper manners
when answering the phone. Phone etiquette
applies to everyone, whether you’re
the company owner or the office rookie.
“Remember that a conversation
over the phone carries just as much
weight as a face-to-face meeting,”
says Regina Robo of salary.com.
Vocalization
Ever found yourself answering with
an embarrassing, squeaky “Hello?”
in the morning? “It usually
takes a few hours for the human vocal
cords to fully warm up after a night’s
sleep,” according to Robo. “Eight
hours of rest usually leaves them
a little rusty.” Prep your pipes
with any of the following tips:
- Sing or practice enunciating random
phrases in the bathroom or shower
while you’re getting ready
for work.
- Do deep breathing exercises while
dressing up.
- Gently clear your throat or blow
your nose in the morning.
- If you drive, sing along with
the radio on your way to the office
The
Intro
“When making a business call,
be sure to first identify yourself
and your company,” says Robo.
If a receptionist or operator answers
the phone, don’t forget to include
the name of the person you’d
like to talk.
Example: “Hello,
this is Megan Jones from Fix magazine.
May I speak with Mr. Chad Peters of
the accounting department?”
Robo emphasizes
that that one of the most overlooked
phone manners is asking if you are
calling in a convenient time. “Be
prepared with a one- or two-sentence
explanation of the purpose for your
call,” she adds. Explain why
you are calling and be straight to
the point. Give the receptionist an
idea of how long your phone call will
last. Say “It will only take
five minutes” if you really
mean five brief minutes. Say “I
need to update him about a project
we’re working on” if you
estimate it will be a long conversation.
“The person at the other end
of the phone cannot see your facial
expressions or gesture, and the impression
he/she receives depends on what he/she
hears,” according to thinkquest.org.
After
the Beep
If you get voicemail or if the receptionist
asks you to leave a message, make
it as short and brief as possible.
“Do not, however, assume that
your message will be communicated,”
advises Robo. Make sure you leave
your name and contact number after
leaving the message. Then when you
finally get in touch with the person
you intend to talk to, repeat your
message in your own words. “Don’t
be insulted if you’re asked
to leave a message or call back later—previous
engagements do take priority.”
You
Had Me At Hello
The most common way of answering the
phone is to mention the company name
and your name: “Hello, thanks
for calling GE Productions. Brian
Lee speaking.” If you’re
part of a big company, mention your
department as well: “Accounts
department, GE Productions. Brian
speaking.” In the end, it all
boils down to your voice quality and
clarity. Nobody likes talking to a
snooty-sounding voice at the other
end.
BRB
Before you put someone on hold, make
sure you ask them first. It’s
rude to assume that the person is
okay with being put on hold, and they
are forced to wait on the other end,
when they were actually willing to
just call back another time. Robe
adds: “If someone expresses
reservation about being put on hold,
calmly explain why it is necessary.
Perhaps the person they are calling
for stepped out of the office and
needs to be tracked down, or is on
another call. Remember to keep the
person on hold updated on the status
of his or her call every 30 seconds.”
If you keep a person on hold for more
than a minute without updating him/her,
it is simply rude. If you’re
the one who’s on hold, it’s
okay to hang up after two or three
minutes of not being updated.
The Conversation
Keep your voice clear and professional.
According to Robert Trulaske of the
University of Missouri College of
Business, master good speech habits
such as “thank you” and
“please.” Steer away from
slang terms such as “dunno”
and “okidoki.” It’s
acceptable to have small talk about
personal stuff, especially if you’re
on friendly terms with the person
you’re talking to—but
keep it light and brief. Once you’ve
moved on from the how-are-you’s,
focus on the business matter.
