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How do you align phone etiquette with your company values?

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Phone etiquette is more than just being polite and professional on the phone. It's also a reflection of your company values and culture, and how you communicate them to your customers, partners, and stakeholders. In this article, we'll explore how you can align your phone etiquette with your company values, and why it matters for your business success.

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1 Why phone etiquette matters

Phone etiquette is not only a skill, but also a mindset. It shows how you respect, listen, and empathize with the person on the other end of the line. It also influences how they perceive your company and its brand image. Phone etiquette can make or break a relationship, a deal, or a reputation. That's why it's important to align your phone etiquette with your company values, and ensure that every phone interaction is consistent, positive, and meaningful.

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Samuel Blanchette

Director of operations at Transplant Coordinators of America.
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First impressions matter. In todays world, speaking on the phone may be your only time to leave an impression. So, you better make it a good one. Coming back from a bad first impression is an uphill battle and one you should avoid. Remember to have respect, courtesy, and efficiency. Be ready to listen and respond appropriately. Be a problem solver and you will be valued by your customer, employer, and coworkers.

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2 How to define your company values

Before you can align your phone etiquette with your company values, you need to define what those values are. Your company values are the core principles and beliefs that guide your business decisions, actions, and behaviors. They express what you stand for, what you care about, and what you expect from yourself and others. To define your company values, consider questions such as: what is your mission and vision? What are your goals and objectives? What are your strengths and weaknesses? What are your customer needs and expectations? What are your competitive advantages and differentiators? And, what are your ethical and social responsibilities? Once you have a clear idea of your company values, communicate them to your team to ensure everyone understands and shares them.

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Lynette Motari

Admin professional | Customer Experience Excecutive | Administrator | Entrepreneur | Volunteer enthusiast
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Having been in the customer service space for quite some time now, I have come to learn that great telephone etiquette goes a long way in not only happy customers but return customers as well. Sounding sincere on the phone, active listening and being empathetic really calms irate customers. Also going the extra mile to follow up on the customers issues and also checking up on the customer to find out if their issue was resolved is really an awesome way to bring out your organizations values.

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Samuel Blanchette

Director of operations at Transplant Coordinators of America.
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Company Values are best defined by company actions. If you are company that wants to have longevity, then you need to have character. Stand by what you believe in. Make hard choices, and don’t chase money if it compromises any of your values.

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3 How to align your phone etiquette with your company values

The next step is to ensure your phone etiquette is in line with your company values. To do this, you need to translate your values into specific behaviors and actions that you can demonstrate on the phone. For example, if honesty is a value, you should be truthful and transparent on the phone, and avoid making false promises or misleading statements. If excellence is a value, you need to be attentive and responsive on the phone, delivering high-quality service and solutions. If teamwork is a value, you must be collaborative and supportive on the phone, acknowledging the contributions and feedback of others.

To align your phone etiquette with your company values, you can create a phone etiquette policy or guideline that outlines best practices and standards while also connecting them to your values. Additionally, providing regular training and coaching to your team on phone etiquette skills can help reinforce this connection. Furthermore, monitoring and evaluating your phone performance and customer satisfaction allows for areas of improvement and recognition to be identified. Lastly, celebrating and rewarding examples of phone etiquette that reflect your values, then sharing them with both your team and customers is a great way to reinforce these behaviors.

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4 How to use phone etiquette assessment tools

Monitoring and evaluating your phone etiquette can be done through phone etiquette assessment tools. These tools can assess your knowledge of phone etiquette rules, help you review and rate phone interactions, collect customer feedback, and record conversations. By using these tools, you can align your phone etiquette with company values, while gaining data and insights to improve your performance and customer satisfaction.

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5 How to handle phone etiquette challenges

Even if you align your phone etiquette with your company values, you may still encounter some phone etiquette challenges, such as dealing with difficult or angry callers, handling multiple or simultaneous calls, managing technical or environmental issues, and balancing phone etiquette with other communication channels. To handle these phone etiquette challenges, you need to use active listening and empathy skills, prioritize and manage time effectively, troubleshoot and solve problems, and follow up and confirm actions. By doing so, you can show that you are flexible, adaptable, and resilient in phone communication, and that you value your caller's satisfaction and trust.

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Anita Z.

BSA/AML ANALYST I
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Wow phone etiquette probably could make or break your business. Probably my number one concern would be your tone of voice. Taking calls, making calls, answering calls are all part of businesses. It’s take a lot to remain very calm and focused when you have someone yelling at you when it’s not even your fault. Try and put yourself in the persons position do not take anything personal and remember just smile

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Des A.

Owner, Dash Virtual Assisting. Expert in personal/executive/admin assisting, finance, social media, office mgmt, & AI.
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In my experience when dealing with clients over the phone, one of the most important aspects is to follow the golden rule. Treat your client as if they were yourself or a beloved family member. What you would do to help yourself or them? Most companies value honesty, compassion and respect along with providing excellent customer service. By treating your client with the same level you would expect for yourself or a family member, you can assure that you are promoting the company's values while simultaneously improving the reputation of the business as one who truly cares about their clients. Also smile! When you smile, even if a client cant see you, it comes through on the call!

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Johanna Meenk

Administrative Assistant
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Sincerity--now there's a real test! Words can say anything and sound quite fine, the perfect scripts...but does your caller know the person answering is sincere in what they say? If so, you likely have a gem!

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How do you align phone etiquette with your company values?

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1 Why phone etiquette matters

2 How to define your company values

3 How to align your phone etiquette with your company values

4 How to use phone etiquette assessment tools

5 How to handle phone etiquette challenges

6 Here’s what else to consider

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