Speak Nicely on the Phone

Talking on the phone may be easy, but practicing good phone etiquette is much more difficult.

Steps

  1. Say "Hello?" when you pick up. If it is not your own home phone say, "Hello, (last name) residence, may I ask who is calling?". Some feel a friendly "Hello?" is OK, but others like to address the place. See what fits you.
  2. Try to avoid putting someone on hold. If it happens that you are unable to find the person they are trying to call within 30 seconds to a minute of putting them on hold, apologize in a calm and polite tone of voice, "I'm sorry, John is unavailable right now. Would you like me to take a message and have John call you back, (callers name)?"
  3. If the person they are trying to call is not available, say so. A good way is to say: "They aren't able to come to the phone right now, would you like me to take a message?"
  4. When making a call, state your name if you are looking for someone other than the person who picked up. "This is Jane, (state your relation to the person calling: friend, schoolmate, etc.) may I speak to John?" Say it in a calm, polite tone of voice.
  5. Introduce yourself with, "Hello, my name is Jane and I got this number from John, I am calling about ..." if the person who picks up doesn't know you.
  6. Always end with, "Thank you - Goodbye."

Tips

  • Ask "How may I help you?" instead of "Can I help you?". The second question is properly answered with a "Yes", which will lead to an awkward pause, after which you'll still have to ask them how you can help them.
  • When taking a message, make sure to get the person's first and last name. When you take down the number, repeat it back to them to confirm that you heard it correctly. Ask to repeat information, but not more than twice. You're being careful and you care that the receiver has no mix-ups. The caller will appreciate that.
  • Smiling while speaking over the phone can give your voice a friendlier tone, even in formal conversations.
  • If you are making the call, state the name of the business, even if you are calling someone you just spoke to. For example "Hello, this is Josh with JM Law Associates". Just "This is Josh" can leave people confused as to who they are speaking to.
  • If you're at work, it's conventional to say the name of your business when you pick up the phone, followed by an offer for help. For example: "Good afternoon, John Meyer's office. How may I help you?"
  • If you are the one making the call, an excellent step is to identify yourself right away - if you are someone that your recipient will want to talk to. "This is John Smith calling for Roy Jones. Is he available?"
  • Just think of what is a good idea. It's obvious you would need to be polite; it's like you're at the dinner table.
  • Keep a pen and some paper handy to take notes. It's rude to ask someone to wait while you go tearing through the house looking for writing utensils. This is especially true if you are talking to a business contact. You don't want them to think you a disorganized, fly-by-night type of outfit.
  • Don't assume everyone has caller ID or that a friend will recognize your voice. People sound different on the phone.
  • When providing a phone number don't say the number too quickly. Say the number at the same speed as if you were writing it yourself.

Warnings

  • While telling someone you can't hear them don't scream. They can probably hear you just fine.
  • If you are having trouble hearing the person, let them know. Chances are you will be talking louder than normal if this happens and you don't want them to think that you are yelling.

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