Yellowww Bill here, what did you need, Phone Courtesy and Manners or etiquette as we at the workplace call it

For some of you your TELEPHONE MANNERS SUCK or others you need a quick refresher, so when did you last cover this critical business skill at the workplace, it is more than the two finger rule?  

Presenting a professional image, both in person and on the telephone, is very important in the Office Skills profession. Taking care of your customers over the telephone and making them feel well informed and appreciated is essential. With so much attention being placed on online communication, whether it’s via email and social media, it seems that conversing with your actual voice is a lost art. However, answering the telephone is still a big part of the experience for many businesses.

• Talking with someone effectively on the phone truly is an art form. It’s so much different from both talking to people online and in person. Online, you have the time to really devise a great answer and think about what you are going to speak about before you press  “enter.”  Speak slightly more slowly on the phone than you would if you were having a general face-to-face conversation. Important details can get overlooked if you speak too quickly and it also saves you from having to repeat yourself. This is especially true if you have a very pronounced regional accent
• Keep an eye on the time – If you’re the one calling others, remember that at lunchtimes and after 5pm, it is often difficult to get hold of people and you may either find you hit voicemail or the recipient may not be best pleased to take your calls at certain times of day
• Never make outgoing calls of a personal nature unless your employer has given you explicit permission to do so and make sure you dissuade relatives and friends from calling you at work.
• For clarity, the telephone should be held a distance of two fingers from the mouth.

And when you are talking to someone in the flesh, you can use your facial expressions and body language to better translate what you are trying to get across. But when you are talking on the phone, it’s all about your voice and the way you speak to them directly. That’s why having good manners on the phone is so important.

Most people who call you will hang up if the phone doesn’t get answered after five or six rings. The patient customers will wait as long as they need to, but if you answer after the 20th ring, you can be sure that they won’t be in a good mood on the other side of that telephone conversation.

If it takes you forever to answer the phone, the customer’s first impression is that you’re either lazy, have no manners, or that you simply don’t care. And that’s a huge no-no when it comes to telephone etiquette. They might also think that you are understaffed or disorganized.

It should not take you more than three or four rings to answer the phone. It’s a fast-paced world, and people simply don’t want to wait for any type of service these days – especially not on the telephone.

A common question that comes up is what you’re supposed to do if you are dealing with a customer live and the phone begins to ring. The proper etiquette is to ask the customer politely if they would mind if you took a second to answer the phone. Most will appreciate the fact that you asked first, and tell you that it’s fine. In such a case, they’ll be willing to wait to speak to someone most of the time.

Having a polite tone of voice is one of the most important things when it comes to communicating successfully on the phone and practicing good telephone etiquette. Practicing this tone of voice will help you when you need it most. If you’ve had a hard day at work and politeness is the last thing on your mind, the fact that you have practiced your delivery should enable the polite voice to kick in naturally, no matter how you are really feeling at that moment.

There is absolutely nothing that is more maddening than being put on hold as soon as your call has been picked up. That’s one of the cardinal rules of phone etiquette. And the worst thing about this is that it is a common occurrence. The person who answers the phone puts you on hold even before they get to hear your voice. Sound familiar? It is easily one of the worst things people fret about when calling customer service.

Answer the phone, thank the person for calling and then ask them politely whether it is alright if you put them on hold for a few seconds.

Here’s another important thing. Asking is not enough. Wait for the person to respond. It’s important to make sure you have initiated the conversion and confirmed that you are there for them. If you ask politely if you can put them on hold for a few moments, most customers will say “sure.” Be sure to use that approach if it’s indeed necessary.

Being on hold can be really frustrating, and if you don’t handle it correctly, there’s a good chance that they’ll never call back.

• If you must leave the phone, never leave the line open. Instead place the person on hold and check back with him or her frequently – preferably every 45 seconds.
• Never say the words, “I don’t know” when talking with someone on the phone. 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 rudeness. 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.
• A person should never use slang when speaking to a caller. Swear words should also never be used, and may be illegal under certain circumstances, according to Federal laws.

It is never acceptable to argue with a caller. Handling Rude or Impatient Callers

• Stay calm. Try to remain diplomatic and polite. Getting angry will only make them angrier.
• Always show willingness to resolve the problem or conflict.
• Try to think like the caller. Remember, their problems and concerns are important.
• If you are in a non-supervisory position: Offer to have your supervisor talk to the caller or call him/her back if the caller persists.
• If you are supervisor: Be willing to handle irate callers. Speak slowly and calmly. Be firm with your answers, but understanding. Sometimes the irate caller just wants someone in a supervisory capacity to listen to their story even if you are unable to help them.

• Do not transfer a call without informing the person on the phone and asking permission to do so.

Don’t make it feel as if you are in a rush to get off the phone with the caller. First and foremost, you need to ask them if there is anything else that you can help them with. If there is nothing else, then you need to thank them for calling and wish them a pleasant rest of the day. Use their names when addressing them too, it makes the entire experience more personalized. Finally, it’s also proper phone etiquette to make sure that the customer hangs up the phone first! Problems: ? I’m sorry I can’t hear you. Could you speak a little louder? ? I’m sorry, I didn’t get that. Could you repeat yourself? ? Could you please spell that? ? I’m sorry, you have the wrong number.

Whether you are the front office receptionist or an executive secretary, the following phone tips should always be followed.

1. Speak clearly. A picture paints a thousand words but the caller on the other end of the phone can only hear you. They cannot see your face or body language. Therefore, taking the time to speak clearly, slowly and in a cheerful, professional voice is very important. Adding a smile to your voice makes you sound happy and upbeat, excited to speak with the customer. Adding a smile to your voice is simple -- just put a smile on your face as you speak. When you put a smile on your face, the smile comes through in your voice. Be mindful of your language when speaking on the phone. Enunciate your words clearly. Avoid using slang and words such as “yeah” and “naw.”
2. Use your normal tone of voice when answering a call. If you have a tendency to speak loud or shout, avoid doing so on the telephone.
3. Do not eat or drink while you are on telephone duty. Only eat or drink during your coffee break or lunch break. Don't answer telephone calls when you're chewing or drinking. Chewing is an absolute no-no, and no caller should ever hear you eating while on the telephone. Likewise, drinking should be kept to a minimum and using a straw to get the last ounce is an atrocious sound, whether on the telephone or in person. Demonstrating the same proper etiquette and graciousness on the telephone that you would in person sets the proper tone for handling professional telephone calls.
4. Do not use slang words or Poor Language. Respond clearly with “yes” or “no” when speaking. Never use swear words.
5. Address the Caller Properly by his or her title. (i.e. Good morning Mr. Brown, Good afternoon Ms. Sanders). Never address an unfamiliar caller by his or her first name.
6. Listen to the Caller and what they have to say. The ability to listen is a problem in general but it is very important to listen to what the caller has to say. It is always a good habit to repeat the information back to the client when you are taking a message. Verify that you have heard and transcribed the message accurately.
7. Be patient and helpful. If a caller is irate or upset, listen to what they have to say and then refer them to the appropriate resource. Never snap back or act rude to the caller.
8. Always ask if you can put the caller on hold. If you are responsible for answering multiple calls at once, always ask the caller politely if you may put them on hold. Remember that the caller could have already waited several minutes before getting connected to you and may not take lightly to being put on hold. Never leave the person on hold for more than a few seconds or they may become upset and hang up.
9. Always focus on the call. Try not to get distracted by people around you. If someone tries to interrupt you while you are on a call, politely remind them that you are on a customer call and that you will be with them as soon as you are finished.

Making Calls

1. Always identify yourself properly. When calling a client or customer, whether in person or when leaving a message, always identify yourself properly by providing your name, company name and contact telephone number. For example, "Good afternoon Mr. Brown, this is Ms. Brown from ABC Safety.org. My telephone number is 403-555-1212." Always be aware of confidential information when leaving messages. Also, be aware of people around you while talking on the phone. Be discreet!  Someone next to you might overhear confidential information that could negatively affect your business.
2. Avoid leaving long winded messages. Remember, someone has to listen to your message, write it down and then act upon it. Your message may be just one of many messages that need to be handled. It is often a good habit to write down or type out your message in advance. Keep it brief and to the point. Leaving Voice mail Messages

• Speak clearly and slowly.
• Be sure to leave your name and extension number. It's best to say it at the beginning and end of your message.
• Leave the date and time you called in the message. Let the person know the best time to call you back.
• Keep messages short and to the point.
• Cover one topic in one message; specify what you want the recipient to do.
• Remember that you want to leave the person you are calling with a good impression of you.

 During the Conversation ? Focus on the caller. Don’t multi-task! ? Actively listen. ? Use the caller’s name. ? Place the caller ‘on hold’ if you need to solicit help from a coworker; do not use your hand to muffle the conversation. ? Take notes for future reference. Transferring Calls ? Do so only when necessary. ? Communicate - keep the client in the loop! “I’m going to connect you with …” ? Request caller’s name. ? Give the name and direct number of the person you are transferring the client to. ? Stay on the line and introduce the caller. Putting callers on hold: - Always ask permission first. - Check back in with the caller if it’s been longer than 15 to 30 seconds.

Taking Messages & Notes ? Be prepared with pen & paper. ? Record the: o Name o Department o Date o Subject matter o Phone number ? Repeat the message/notes back to confirm understanding. In today’s world, we must also recognize the reality of cell phones in the workplace. Cell phone usage falls into two categories: phones that have been distributed by the Company for company business and personal cell phones. For specific etiquette guidelines regarding business cell phones, see your supervisor.

Below is a special section on how best to manage your personal cell phone while at work. Taking a Call via Personal Cell at Work ? Do so only when necessary. It’s unrealistic to think we will never take a personal call at work. However, our supervisors trust us to keep personal calls to a minimum. ? Remember to silence your phone while at work. ? Don’t use your cell phone in potentially personal and private spaces, such as another person’s office, a meeting, the restroom or elevator. ? Don’t leave your phone unattended on your workspace both to prevent theft and out of courtesy for your coworkers. A vibrating phone on a desk can be just as disruptive as a ringing phone. ? If you must use your cell phone: o Set it to vibrate or choose a non-disruptive ringtone if awaiting an important call and silencing isn’t an option. Creative ringtones and songs are much more disruptive to those around you then a nondescript tone. o Speak quietly. There’s no need to speak louder than you speak on a landline phone. At the same token, there’s no need to use the speakerphone option either. o Assess the importance of the call and if you anticipate it to take longer than average. If so, speak to your supervisor for permission to continue the call in a private area. ? Refrain from personal texting as mush as possible. Texting can be just as distracting as a conversation and be perceived as unprofessional.