For many businesses, phone plays major part in daily operations.  This is because businesses need them in order to call out and to be in contact with vendors, business associates, and

Clients or Customers are also valuable in any business; as they open a door of communication by allowing them to contact the business at any time during its hours of operation. As important as the phone is, it is just as essential that in every businesses you should know the difference between what is good and what is bad phone etiquette.

Everyone who are directly involved with people and phone should know and understand how they need to interact with clients and business associates over it. This will either portray them in a positive light or a negative one as it depends how good you take them. This may happen with the people who are bad phone or call etiquettes or who are poorly trained employees, managers, or business entrepreneurs. Telephone uses have an extreme negative effect on their businesses when they don’t handle the calls properly. For this reason, it is very important that every company should focus on training their associates properly on good and bad phone practices.

When Is A Call The Right Way To Communicate?

The method of communication should be direct and appropriate to the audience, nature and the situation of the message be very clear to the person on other side. As we are aware that a call is the best way to communicate whether it is personal, professional or a business calls. Other period your task will be best accomplished with an instant message or SMS. And, even sometimes email will also be the best way to go.

Do’s

• Make sure that all the attendees attend the business call on time, and if it conference call then they keep their personal gadgets on silence and be clear on the meeting.
• When answering your business phone it is essential that you pick it up in three rings.
• Advise your recruits that the second or third ring is the ideal time to pick up the telephone.
• The person who is allowed to answer the phone should start with a positive greeting such as “Good Morning,” “Hello,” or “Good Afternoon,” etc. Following the greeting the person should proceed by saying his or her name and the name of the business or organization that is being contacted.
• Put on a smile before placing or answering a phone call.
• For clearness, the telephone should be held a distance of two fingers from the mouth when it is a hand set.
• Speak in a clear tone using a mild voice which neither too loud nor too low. Words should be enunciated and maintain your pace that people are able to understand what is being said to them.
• Ask for permission when you add to put someone on hold, get the permission first and give him or her option to leave a voicemail message. When taking them off of hold thank the caller.
• When a caller is speaking, listen to what he or she has to say without interruptions.
• Always return phone calls when you have promised for a return call. If a time frame was given then the caller must make every attempt to return the phone call as quickly as possible within that time frame.
• While transferring the call, inform the people on other side about the transfer; it is also important to explain the need for the transfer.
• Before transferring a call, confirm with the person to whom the call is being transferred; and this person’s name should be given to the party who is being transferred.

Don’ts

• Wait for the person, who is answering the telephone as he or she should never answer on the first ring. So as callers do not expect this and will be taken off guard.
• Make sure that you are not on any activity while you are planning for business calls.
• Do not answer the phone when you are eating, chewing, or drinking.
• When on any emergency, and if you must leave the phone line, then never leave the line open; instead place the person on hold and check back with him or her frequently – preferably every 45 seconds.
• Never use the words like, “I don’t know” when talking with someone on the call. The ideal response to a question where there is not a definite answer is to say “I’ll check on that for you.”
• When talking to a client or a customer never say anything that can be taken as impoliteness. The person who answers the phone should always talk to the caller in the way that he or she would like someone to speak to them.
• Do not use slang when speaking to a caller. Swear words should be avoided, and may be illegal under certain circumstances, according to Federal law.
• Don’t even argue with a caller.
• Do not transfer a call without informing the person on the phone and asking permission to do so.
• When ending a phone call, do not hang up the phone without a positive closure such as “Thank you for calling,” or “Have a Good Day.”