Phone Etiquette in the Workplace

4 years ago

There is a right and wrong way to talk on the workplace telephone regardless of whether you work in an office, call centre, garage etc.  Whoever makes or takes a call becomes the face and voice of the company and how you handle the call from start to finish will leave a neutral, good or bad taste in the customer’s mouth.  If a call turns sour you could lose business, therefore it is best to ensure that every call made or received is handled in a professional and respectful manner.

 When making calls ensure the following:

  • Courteous try not to call too early in the morning or indeed too late in the evening and avoid meal times where possible
  • Informative – ensure you give the recipient your name/company and reason for calling
  • Polite – just as important over the phone as face to face
  • Voice Quality – speak clearly and concisely – regional accents can be difficult to understand.  Enunciate your words clearly and avoid slang or jargon such as ‘yeah’ or ‘gonna’
  • Pitch – the telephone carries your voice at its natural volume and pitch so try not to shout

 When taking calls ensure the following:

  • Professional – choose a standard professional sounding greeting ensuring you give your name and company name. Branding calls lets a customer know he/she dialled the right number and secondly, it prevents your company from appearing amateurish
  • Personable and friendly attitude – puts the caller at ease
  • Smile as you speak – this will make you sound happy and upbeat and prevent you sounding bored, dry or monotone
  • On hold – if this is necessary ask their permission first and keep the time to a minimum
  • End of call – thank the caller for their time and ask if there is anything else you could assist with – this will leave the caller feeling happy and appreciated

Keep in mind, the sale begins with “Good morning, thank you for calling…….”.  Remember a friendly, pleasant, warm and cheerful voice could be all the caller needs to choose you over a competitor!


Related Articles

June 8, 2018

Delivering Employment Support to HMRC Staff

Thursday 7th June 2018 Cummins Mellor, delivered their bespoke employability packages to staff from the Blackburn branch of HMRC whom are sadly set to be made redundant this year.

Read full story

December 8, 2017

Cummins Mellor Ranked for Prestigious Investors in People Awards 2017

We placed 10th out of 70 companies who were eligible to be ranked in the Gold Employer of the Year (2 – 49 employees) category at the annual Investors in People awards!

Read full story

November 21, 2017

Why Blackburn?

Michelle Mellor answers the question she's frequently asked since Cummins Mellor relocated..."Why Blackburn?"

Read full story

November 3, 2017

‘Quiz Quest’ raises over £12,000 for Blackburn Youth Zone

Over 50 businesses from across Lancashire including; Graham & Brown, Pierce Accountants, Napthens and Bowker Blackburn, battled it out at the Mercure Dunkenhalgh hotel to be crowned ‘Quiz Quest Champions 2017’.

Read full story