HIPS Series > Telephone Etiquette and Safety

How to take this course

A. Why is this important to us?

Your telephone voice is your organization’s voice. For many customers, the most frequent contact with a business is by telephone. For some, it may be the only contact.

Because of this, customers may judge an entire organization by the quality of phone interactions – including whether or not to remain a customer of it. Consider your own feelings when you are rudely treated on the phone by a firm’s representatives. You know that even a single unpleasant call can put a business relationship at risk.

Telephone skills are also important for the quality of communications among an organization’s workers. Email is now common for workplace “conversations” – and face-to-face meetings have not gone away. But efficient information exchange via phone remains critical.

B. Why is this important to you?

Your telephone voice is you. The customers and coworkers with whom you interact over the phone will form a strong impression of who you are on the basis of your behavior – especially if that is the only way they “know” you!

Ineffective telephone skills make for ineffective relationships with both customers and coworkers. For that reason, service-oriented organizations care a great deal about it. Hiring, promotions and raises may depend on such skills, even for those who are not on the telephone “front lines.”

While it may not gain you a better job or a raise, your telephone skills can still affect how easy it is to get your day-to-day work done. It is much harder to get information, services or just plain cooperation from the persons with whom you work if you aren’t effective on the phone.

C. Don't you know this already?

Since a telephone impression can be one of the most important impressions you make, it is worth learning how to perfect it – even if you are certain that you already do it very well.

Most of telephone etiquette just requires common sense and basic politeness. That’s lucky, because we cannot give you those things in a training course. (Nor can we give you a “good attitude” about dealing with customers or colleagues. You have it, or you don’t.)

The aim here is simply to provide you with some techniques that will pay dividends for you and for your organization. Many of these you probably already know – though you may not always remember to practice them. After all, you have been around phones for a long time, and there’s no rocket science involved.

D. What else do you need to know?

Good telephone etiquette requires that you master the “behavioral” skills discussed in this course. You also have a “technical” task: you must learn how to use your own telephone equipment.

Unfortunately, modern telephones are sometimes very complex devices. Common sense alone is rarely sufficient to master them. Accordingly, you must spend some time with the instructional materials – or with a helpful coworker willing to serve as your phone trainer – until you can “hold,” “transfer,” and perform other basic telephone tasks.

For the rest of the course, we will assume you have already done that ….

A. Risks to privacy and security

Looking at this course’s title, you may have wondered what possible “safety” issues there could be with a phone. We have two in mind.

The first is confidentiality. Sensitive information is still exchanged via telephone in many organizations. While most conversations may be routine -- even dull! -- those that include sensitive information require your attention. Always be sure you are saying only what is appropriate, and saying it only to the appropriate person.

Failure to exercise due care can expose your organization to public embarrassment and loss of business. It can also violate the law, since many kinds of information are legally protected.

We don’t want to make you paranoid. OK, maybe just a little paranoid….

B. Matters of life and death

The second “safety” issue relates to accuracy and reliability. As we noted at the beginning, accurate exchange of information on the phone is required for effective relationships with customers and coworkers.

But more than just efficiency can be involved. In a health care environment, prompt and accurate information exchange among care providers is critical. So is prompt, accurate information exchange between providers and their patients. Telephone calls may, at times, literally be a matter of life and death.

The etiquette tips we provide in this course have the added benefit of reducing the chances of unsafe communications. It turns out that being polite and being safe require the same behaviors.

A. Getting ready

Answering calls will be much easier if you have a suitable physical space -- as quiet and comfortable a work environment as circumstances allow.

Whatever your physical environment, it will help if you focus yourself physically before taking a call. Sit up straight. Face the phone. Place the materials for taking messages close at hand. And, if you can manage it, smile. Believe it or not, the voice of a smiling person sounds different. Callers can usually detect it, and they will respond to the positive signal it sends.

Focus mentally too. Concentrate on answering the call. You are probably not as good at multi-tasking as you think. Callers can usually detect when your attention drifts to the computer screen or other things on your desk. It sends a signal that the call is not important to you.

B. Answering promptly

Your organization probably has standards for the maximum number of rings before a call is answered. Ideally, a call will be answered by the second or third ring. The sooner you answer, the happier the caller. Happier callers are easier to deal with.

Voicemail is certainly better than no answer at all, but it usually generates much more work than just answering the call the first time. Try to avoid letting calls forward into voicemail.

As you bring the handset to your ear, and prepare to say your first words, remember this: No part of the call is more important than the way it begins. The attitude you present during the first moments of a call will be critical. It sets the tone for the entire conversation that follows.

C. Saying the right greeting

The first words you say will be “the greeting.” Your organization may have a standard format for telephone greetings. Or you may be free (within limits) to come up with your own.

Business greetings have this in common: they must include your name. Callers are always entitled to know with whom they are speaking. The name of your organization or department is almost always a part of the greeting too. That lets callers know they have gotten to the right place. This is a courtesy to them, and can save you time with callers who have gotten lost.

In some organizations, a “Good morning”, “Good afternoon,” or “Good evening” is part of the standard greeting. Or a “How may I help you?” is included. However you do it, the key is to convey a polite, sincere welcome.

D. Identifying the caller's needs

Ideally, a caller will promptly state his or her name, and briefly state the reason for the call. (You should always do this when you make calls, by the way.) If this doesn’t happen, politely prompt the caller for this information.

Once you’ve identified the caller’s needs, try to handle it yourself if you can. It is often tempting to forward a call to another person, but it is slower for the caller and usually more work for the organization as a whole. Whenever possible, try to help “lost” callers find the right person or place, rather than just informing them of a wrong number and wishing them luck.

For as long as the call lasts, use the person’s name frequently. It will help you remember them and what they want, and it will be music to the ears of the caller.

E. Putting the caller on hold

Sometimes you must put a caller on hold – in order to get more information, contact a third party, or perform some other task. You must always ask the caller’s permission before doing this. And, unless in the middle of an emergency, you must always wait to hear if they give permission.

Be honest about how long the caller is likely to be on hold. Don’t say “It will just be a few seconds” if it is likely to be minutes. If you think it will be necessary to put the caller on hold for more than a short period, offer the option of calling back. (That may mean them calling you later, or you calling them back, depending on the circumstances.)

Whenever a caller is put on hold for an extended period, be sure to return to the call periodically to offer a progress report. Otherwise the caller is likely to feel forgotten.

F. Transferring the caller

If the caller wishes to speak to a particular person -- or needs something that only another person or place can provide -- it is time for a transfer.

Always identify where you are sending the caller: “I am going to transfer you to [person/place] at extension [number].” Unless the caller has specifically asked for that person or place, explain why you are transferring them.

If a caller has not provided his/her name or a reason for the call by this point, it is appropriate to ask for it: “May I tell [him/her/them] who is calling? And in regard to what?” The person who is about to receive this caller is usually entitled to know who it is and the reason for the call. With that information they can address the caller by name from the start, and will be better prepared for the particular situation.

G.Taking messages

If the third party is unavailable, it is time to take a message. If voicemail is available, you can also offer that as an option: “[Person] is not available at this time. Would you like to leave a message with me … or on [person’s] voice mail?”

If the message is left with you, be sure to write the information legibly: Obviously you need to record the caller’s name and a callback number. Unless the caller declines to provide it, also include the person’s organizational or other affiliation, and (briefly) the reason for the call.

It is important to verify the spelling of the caller’s name if there is any doubt. Verify the callback number too, especially if different from what is on your caller-ID. You can do that while checking about times to call back: “When would be best times to reach you at 305-555-1234?”

H. Ending calls

Before letting a call end, make sure the caller has gotten everything he/she needs: Ask “Is there anything else I can do for you today?”

Asking this may eliminate the need for additional calls, and save you time. Also, a polite “closing” leaves the caller with a positive feeling about the call -- similar to the effect of a polite greeting.

To that end, you can also add “Thank you for calling” or “Have a good day” or whatever closing is considered appropriate for your organization. You can invite the caller to call again if he/she needs anything else. And if the caller thanks you for your assistance during the call, remember to say “You’re welcome.”

All of these are simple courtesies, but they make a big difference.

I. Practicing diplomacy

Whether you answer your organization’s phones on a regular basis, or just do so once in a while, it is critical that you practice “diplomacy.”

That means providing only the information that is necessary for good customer service, and doing so in a polite, professional way. It applies particularly when coworkers are unavailable to callers.

• Instead of “He’s busy” or “He doesn’t want to be disturbed” you can say “He is unavailable at the moment, would you like to leave a message?”
  
• Instead of “He took the day off” you can say “He is out of the office today. Can someone else help you or would you like to leave a message for him?”

We would never recommend that you lie. But you do not need to practice full disclosure either.

J. Answering others' phones

Sometimes you must answer a co-worker’s phones, and perhaps take messages for them. At that moment, you are your co-worker’s voice too, so it is even more important to practice good phone etiquette.

Identify yourself, and for whom you are answering the phone. Indicate that the person the caller is trying to reach is unavailable. When consistent with practicing diplomacy, inform the caller when the person is likely to be available.

Offer the caller the option of leaving a message with you or calling back later. If your colleague has voicemail, you can offer that as an option. If the caller chooses to leave a message with you, record the critical information: name, callback number and, unless the caller declines to provide it, affiliation and reason for the call.

A. Getting ready

Just as with taking calls, making calls will be easier if you have a suitable physical space. Aim for as quiet and comfortable an environment as possible, so you can concentrate!

Physical focus is as important for calls you make as for calls you answer. So try to sit up straight. Face the phone. Place any reference materials that will be needed close at hand. And … try to smile. (Did we mention that the voice of a smiling person sounds different, and that callers can usually detect the difference?)

Mental focus is also important while making calls. Concentrate on the conversation, and the conversation only. (Did we mention that you are probably not as good at multi-tasking as you think, and that callers can usually detect when your attention is drifting to other tasks?)

B. Other preparation tips

Before you dial the phone, there are a few other things to remember.

One is timing. You should not make calls too early or late in the day, particularly to a residence. Avoid calling a business near closing time unless it is an emergency. You are not the only one who wants to leave work on time.

Another is getting the number right. Check it and dial it carefully. You are not the only one who dislikes answering misdialed calls. If you do dial a number incorrectly, apologize. It is very rude to just hang up. And, with caller-ID now so common, your rudeness will usually not be anonymous.

Remember to let the phone ring a reasonable number of times. You know how frustrating it is to answer a call and get only a dial tone.

C. First words

As with taking a call, there is a formula for the first words you say when someone answers your call. The most important is to state your name, along with some appropriate greeting: “Good morning. This is [your name].”

The person who has answered is entitled to know your name, just as you are entitled to know theirs. Even if it is someone you know, provide your name. Don’t assume the other person can immediately identify you from just your voice.

Briefly state the reason for your call. Doing so right away, and with as few words as possible, shows respect for the other person’s time. “I am trying to reach [person].” “I am trying to find information about [something].” “I need to obtain [something].” Speak slowly and distinctly, so you do not have to repeat yourself.

D. Leaving messages

When leaving messages on voicemail, or with a human being, be brief and to-the-point. Include the three critical pieces of information:

• Your first and last name. Spell it out if there is any possibility of confusion.
  
• Your telephone number, even if you think the person already has it. If appropriate, include the best times to reach you at that number.
  
• Your organizational affiliation, and a brief explanation about why you called, unless those details are confidential.

Remember that the person taking your message “live” has to write it down. And a person listening to your voicemail later has to do the same. Speak slowly, distinctly … and be brief!

E. Ending calls

Just as with calls you answer, it is important to end politely the calls you make.

It is always appropriate to say “Thank you” or “Thank you for your help.” Even better, if you have taken the time to learn the name of the person with whom you have been speaking, say “Thank you for your help, [name].”

Why do we emphasize this? Because treating others with the same courtesy you expect for yourself is the right thing to do.

We emphasize it also because such simple courtesies are amazingly effective. They help ensure that the person you have called retains a positive memory of you and your organization. That will make your work -- and that of others in your organization -- easier next time.

A. Your telephone attitude

Throughout this course we have emphasized bringing a positive attitude to telephone conversations. We do so because it is effective. It makes customers and coworkers happier. It makes getting what you want easier and faster.

We are not asking you to be insincere. Fake “cheeriness” is also something callers can usually detect. Just try to bring the best attitude you can to a call. Practice the Golden Rule: try to treat callers the way you would like to be treated.

We know it can be particularly difficult to remain positive with a caller who has a bad attitude. Try to remember that the person is probably not that way all the time, but has been made so by some problem. Working to fix that problem, rather than getting a bad attitude yourself, will make life easier for everyone.

B. Your telephone voice

A good attitude will take you a long way. But you must also use a good speaking voice – so that every word is heard. Consider these:

• Volume -- One of the most common problems is speaking too softly or too loudly. Often a too-soft voice results from holding the telephone receiver improperly. A too-loud voice often comes from trying to overcome background noise.
  
• Speed -- Normal conversational speech ranges between 100 and 150 words per minute. It usually helps to go slow(er) on the telephone.
  
• Pitch and Tone -- The highness or lowness of your voice conveys emotions --whether you are tense, unfriendly, unconcerned, etc. Try for a normal conversational tone, as though the caller were standing right in front of you.

C. Your telephone words

You will be easiest to understand if you use plain, simple English. (Or plain, simple Spanish, Creole or whatever, if your telephone conversation is in a language other than English.)

If you work in a multicultural environment, be aware of things that may get “lost in translation” when different languages are involved. That’s true of technical languages too. Avoid jargon that may be confusing to the caller, unless you are sure the other person understands.

Try to use the caller’s name during the call. It conveys respect, and that you consider the call important. Usually you should use the last name and an appropriate title -- “Mr. Smith, Ms. Smith, Dr. Smith.” Don’t be informal unless you have been invited to use a first name, or you are otherwise sure it is appropriate.

D. Listening skills

How you listen is as important as what you say. Most critically, listening well requires focusing on the call, and only the call.

Try to listen not only to the words the caller uses, but what is “between” the words -- the caller’s loudness or softness, talking speed and tone of voice. That will help you understand the caller’s mood, and help you choose the right words.

Use reflective/active listening skills to ensure correct understanding. Saying “I see” or “Yes” or even “Um hmm” periodically is a way of showing you are paying attention.

As noted, it is useful to repeat important details, to be sure you have them right: “Your callback number is 305-555-1234?” Repeating back information is also a way of showing empathy: “You have called three times and no one has returned your call?”

A. The "7-38-55" rule

Perhaps you have heard of the 7-38-55 rule? It comes from research that shows the importance of non-verbal communication. According to one much-quoted study:

• The words used – 7%
  
• Voice characteristics – 38%
  
• Facial expression, body language – 55%

These numbers are only approximations! How one communicates depends very much on the particular circumstances. But it is clear that something very important can be lost in a phone conversation (unless you have a video phone).

That is why we have emphasized paying attention to your “telephone voice,” and the “telephone attitude” behind it. These may be at least as important as the words you choose.

B. Electronic mail

Electronic mail provides an easy and convenient alternative for communication with coworkers, and sometimes with customers as well. But you need to be aware of the risks.

First, as a technical matter, email is generally not a secure medium. It poses large security risks if used improperly, and is generally a bad choice for the transmission of sensitive data.

Second, though it may be treated as an informal means of communication, the contents of email are considered part of a company’s official records. You can break the law or risk a lawsuit if you are careless with what you put in email.

Third, since it relies entirely on words, email is given to misunderstandings. Think 7-38-55 and, when possible, pick up the phone.

C. Face-to-face meetings

Face-to-face meetings are often the least convenient way to communicate, but they are generally the most effective.

That is not usually practical with customers -- you cannot go over to their homes for conversations. However, it is important to try to resolve any outstanding issues when customers are available in person, such as when they are visiting your organization’s offices to obtain services.

For co-workers you generally have less of an excuse. Particularly if a matter is potentially emotional -- or misunderstandings are likely -- try to visit to the person’s office to discuss things in person. Workplace relationships can be sustained entirely by telephone or email. Indeed, today the majority probably are. But it is not the best way to do it.

(1) Your telephone voice can determine how both customers and co-workers view you and your organization. It is important even if you are not on the telephone “front lines.”

(2) Effective telephone skills make for effective relationships with customers and co-workers. That’s better for your organization, and it makes your work easier.

(3) Telephone etiquette and safety mostly requires common sense and basic politeness. But you have to remember to use those things all the time.

(4) Beyond politeness and common sense, you also have to understand how to use your telephone equipment.

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