Phone Etiquette

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It's recommended responding within three rings in order give yourself enough time to get in the zone and prepare for the call.

• Answer the call within three rings.

• Immediately introduce yourself.

• Speak clearly.

• Only use speakerphone when necessary.

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Practice answer the phone with, "Hi, this is [Your first name] from [Your company]. How can I help you?" Your customer will be met with warmth, which will encourage a positive start to your call.

• Answer the call within three rings.

• Immediately introduce yourself.

• Speak clearly.

• Only use speakerphone when necessary.

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You always want to speak as clearly as possible. Project your voice without shouting. You want to be heard and avoid having to repeat yourself. A strong, confident voice can make a customer trust you and your support more.

• Answer the call within three rings.

• Immediately introduce yourself.

• Speak clearly.

• Only use speakerphone when necessary.

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Give your customers your full attention, and avoid speakerphone. This will make it easier for both parties to be heard, and it will ensure that you're actually paying attention to them.

• Answer the call within three rings.

• Immediately introduce yourself.

• Speak clearly.

• Only use speakerphone when necessary.

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If you must put a customer on hold or transfer their call, always ask for their permission first. Explain why it's necessary to do so, and reassure them that you — or another employee — are going to get their problem solved swiftly.

• Ask before putting someone on hold or transferring a call.

• Remain cheerful.

• Use proper language. 

• Actively listen and take notes.

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The point is to always remain positive and friendly, especially in the face of negativity. Your optimistic outlook may be enough to turn a failing phone call right around.

• Ask before putting someone on hold or transferring a call.

• Remain cheerful.

• Use proper language. 

• Actively listen and take notes.

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Always be mindful and respectful when on the phone. You never know what customers might be offended by something you say, so it's best to use formal language.

• Ask before putting someone on hold or transferring a call.

• Remain cheerful.

• Use proper language. 

• Actively listen and take notes.

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It's helpful to take notes during support calls. You'll want to file a record post-conversation, and notes will be immensely helpful. It also ensures that, during long-winded explanations from customers, you can jot down the main points and jump into problem-solving without requiring them to repeat.

• Ask before putting someone on hold or transferring a call.

• Remain cheerful.

• Use proper language. 

• Actively listen and take notes.

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It's best to admit when you don't know something, rather than making excuses or giving false solutions. However, tell them that you're going to do everything you can to find an answer and get back to them momentarily, or find a co-worker who does know the answer.

• Actively listen and take notes.

• Be honest if you don't know the answer.

• Be mindful of your volume.

• Check for and respond to voicemails.

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You always want to be mindful of your volume and ensure that you're not disrupting the ability of your co-workers to speak to customers and get their work done.

• Actively listen and take notes.

• Be honest if you don't know the answer.

• Be mindful of your volume.

• Check for and respond to voicemails.