Every time that your business telephone rings, there is an opportunity to build or damage a customer relationship. When an existing or prospective customer calls your company, the way that you address him or her plays a
major role in whether or not the outcome of the conversation will be positive or negative.
No matter who answers the telephone in your business, that person's words and actions form the basis of your company's image among people who call your company. Regardless of the type of business you have, it's important that you and every member of your team observe these basic telephone etiquette tips for professionals at all times.
1. Use The Equipment Properly
Don't let new employees work the phones without first training with you or other experienced employees. Even if you've hired someone with years of multi-line telephone experience, you need to spend some time making sure that your new hire knows the ins and outs of how your system works. If not, you may end up with agitated customers and lost business from calls that get cut off accidentally, or that get transferred to the wrong extensions.
It's important to keep in mind that new employees aren't the only ones who can benefit from training on how to use the telephone equipment. It's not uncommon for employees who work in a company for years to have very little practical knowledge of using any functions on the company telephones beyond simply taking calls. At a minimum, all employees should know the proper procedures for placing callers on hold and transferring calls to other extensions.
2. Answer Promptly
If the telephone rings so long that the customer on the other end wonders if he or she has dialed the wrong number, you are not practicing proper telephone etiquette. As a general rule of thumb, a business telephone should be answered by the fourth ring, preferably sooner.
3. Greet Callers Professionally
No matter who answers the telephone in your business, that person's words and actions form the basis of your company's image among people who call your company. Regardless of the type of business you have, it's important that you and every member of your team observe these basic telephone etiquette tips for professionals at all times.
1. Use The Equipment Properly
Don't let new employees work the phones without first training with you or other experienced employees. Even if you've hired someone with years of multi-line telephone experience, you need to spend some time making sure that your new hire knows the ins and outs of how your system works. If not, you may end up with agitated customers and lost business from calls that get cut off accidentally, or that get transferred to the wrong extensions.
It's important to keep in mind that new employees aren't the only ones who can benefit from training on how to use the telephone equipment. It's not uncommon for employees who work in a company for years to have very little practical knowledge of using any functions on the company telephones beyond simply taking calls. At a minimum, all employees should know the proper procedures for placing callers on hold and transferring calls to other extensions.
2. Answer Promptly
If the telephone rings so long that the customer on the other end wonders if he or she has dialed the wrong number, you are not practicing proper telephone etiquette. As a general rule of thumb, a business telephone should be answered by the fourth ring, preferably sooner.
3. Greet Callers Professionally
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Type in Your Comments Below
Eric Ray
01/19/2008
Well said. These are very simple tips, but very important. It's amazing that some of these are so often overlooked.
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