1.
ETIQUETTE
TELEPHONE

2.
INTRODUCTION
 Telephone Etiquette creates an impression about
you and the company that you represent on the
caller.
 According to a survey Visual-55%
Vocal- 38%
Verbal- 7%
However while over the phone the huge 55%
visual is being missed . Hence to compensate for
that the rest 45% has to be covered up
 In companies certain rules of etiquette are
attached to answering a phone call, making a
phone call or for conversation over the phone.

3.
USE
 Use more often the caller’s name to replace the missing eye-
contact.
 Promptness is very important.
 See to it that you use the following words more often:
a) Just a moment please
b) Good bye
c)All right
d)Of course
e) Certainly
d) Definitely
e) Yes no YUP

4.
USE
f) Yes, I agree with you
g) I understand
i) May I request You to please..
j) I will surely pass on your message

5.
AVOID
 Hang on
 Yeah
 Jargons – yup, donno
 That’s not possible
 Listen to me first
 You have to do this..
 I don’t know

6.
RULES
 Smile: Always smile while speaking over the phone as
it reflects in your tone , and the other person also feels
that you are happy to help him.
 Pick Up: the call in the 1st three rings. Even if you are
busy with your work do not have the phone ringing for
a longer time . It could be disturbing and annoying to
others.
 Also the caller might have the impression that your
company is negligent in such smaller things as well
and might tag your company as “irresponsible”.
 Greet the caller: Never just say a “Hello” or “Hi
there”. Always say” Good morning/good
afternoon....XYZ company..this is ------here, How may
I help you?”

7.
RULES
 Caller: Always address the caller by his last
name , and don’t forget the prefixes ,
Ms/Mr/Mrs.
Also, be careful of the special prefixes like ”
Dr., Captain,etc.” In such cases do not use
Mr/Ms. but the above .
They feel insulted in case you do not use
these special words.

8.
RULES
 Your name: While giving out your name give it slowly
and clearly, specially if its uncommon, so that the
caller understands. You need not give out your full
name unless the caller demands.
 Listen: Do active listening, do not get distracted by
your colleagues at the other end. As if you do not
listen carefully you will tend to ask unwanted
questions which will annoy the caller. Avoid that he
needs to repeat his situation.
 Write Down: If at the beginning you get a feeling that
the caller has too many things to discuss, write down
the points that he is mentioning so he need not repeat
them again.

9.
RULES
 Ask Questions: Also ask relevant questions
to enable you to clarify your doubts . So that
accordingly you can act. E.g. If he wants to
speak to your boss, and you have unofficially
two superiors whom you report to, which not
necessarily he knows, but you can still
reconfirm this by taking your boss’s name so
that you know that the message is for which of
your superiors.

10.
RULES
 Speak slowly and clearly: Do not speed up your
conversation or else the caller might not understand you.
 Interruptions : See to it firstly that there are no distractions
while you are over the phone. E.g. your colleagues might be
talking loudly or they may be out on break and then the
laughter can be heard. If you feel it might be heard , just ask
and put the caller on hold and alert them.
 Don’t Eat or chew gums: When on a call , as it sounds very
unprofessional . Besides the caller may think of you and
company as having a casual approach . Besides he could
also complaint to your boss.
 Don’t type: even typing on your computer can be too
distractive for the caller , with the noise of the keys. You can
instead note down and later feed in the computer.

11.
RULES
 Be calm and in control: of your emotions . Do not raise your
voice or do not let your personal problem affect the quality of
your call. Egg. if your boss has scolded you, do not carry
those emotions over the caller. Try and understand why is the
caller upset , if u remain calm you can create a lasting
impression on the client , plus it also helps him to cool down
himself in case he is angry due to some reasons.
 Fillers: Keep saying “yes”, “hmm”,” right” etc. in between to
tell the caller you are attentive. In case you do not give any
reaction the caller will not understand if you are in sink with
him or not.
 Do not interrupt: Always wait for the caller to finish talking
and then you can do yours. Never interrupt the caller when
hw is talking, as it could be annoying to him.

12.
RULES
 Putting on hold: Always ask the caller if you can put
him on hold, never do it without his permission.
Maximum hold limit is one minute . E.g. if he needs to
speak to your manager and you find that the manager
is on another line , then do not make the caller wait till
the time your manager finishes his call. Get back to
him after a minute and tell him that you are taking
some more time. Always thank him for his patience for
holding the line. Again in case the manager is going to
take some more time , then inform the caller about it
and ensure him that you will have your manager call
him.
 Repeat: In case you need to ask the caller to repeat,
use ” Could you please repeat that for me?” or “I am
sorry, your voice was breaking, could you please
repeat it?”

13.
RULES
 Transfer: In case you need to transfer the call, inform
the caller that you are transfer , do not directly
transfer . Also inform your boss that you are
transferring a particular client with his name.
Say “I am transferring you to...” or “ I am connecting
you to.....”
 Keep your promise: If you have promised him to
have your boss call the caller, do not forget to pass on
the message . Sometimes you just tend to remind
your boss for the call-back and then not follow up. But
check up with him if he has called back the caller. Also
if you have promised him to follow up on his case ,do
it as it creates a good impression about you and
company

14.
RULES
 Wrong Number: In case you get a wrong number,
still be polite and tell them that they have dialled a
wrong number. Some people have the habit of
screaming or shouting on the other person.
 Blanket Appointments: While fixing appointment
with your boss, do not tell the caller, "boss is from
10 to 6,come anytime.” instead check with boss
and as per the convenient timings of both parties
give an appointment to the caller.
 Silent: keep phone on silent when in meetings or
important discussions..

15.
CLOSING THE CALL
 Thank the client : for calling and tell him that
his message will be passed on through.
 Ask him: if he has anything else to check or
any other query.
 Let the caller disconnect: don’t disconnect
before him. But the exception is : if you have
called boss, then you do not disconnect first
 Be polite: Be polite in your tone and in
thanking the client. This is specially required if
you have already spent a lot of time on a
particular caller.

16.
VOICE-MAILS
 While leaving voicemails, give your message
as quickly as possible , your name and
number.
 Do not make your message too big.
 While making voice-mails make it carefully .
See that the message you have left is clear.
 See that you have mentioned your full name.
 “You have reached ....I’m sorry I missed your
call. Leave your name and number and I'll get
back to you.”

17.
CALLER ETIQUETTE
1)Now if you are the caller, when you call and
want to speak to a particular person, be polite and
patient enough.
2)Ask “Could I speak to Mr. Robert please?” or “I’d
like to talk to Mr. Robert please.” or “ could you
please put me through Mr. Robert please?”
3) In case the secretary in the company that you
want to talk to is the same since a long time and
you now know her by voice, when you call say “
Hi, How are you? Mr. Shah always speaks so
highly of You . Can I speak to him?”

18.
CALLER ETIQUETTE
 When you are calling for the manager or some
top level manager, ask “Is this the convenient
time to speak to you? “ or “Did I catch you in
the middle of something? “ or “I know you are
busy, so this will be quick.”

19.
CELL-PHONE ETIQUETTE
 Choose your ring-tone carefully,
you cannot have a tone which is
distractive.
 Switch off or keep the phone on
silent when in meetings. In case you need
to attend the call do excuse yourself but see to it that you
finish off in a minute.
 Also select the caller tunes wisely , specially when your
maximum calls are of your clients or of your superiors.
 Speak softly and in a low voice on the phone . Do not talk
loudly.
 While Giving out numbers: Do not give out the cell numbers
at one go, in one tone. Break the numbers in groups of 3-3-4
or accordingly and then pause after each group.

20.
CASE-STUDIES
1) When the Boss has gone out for a moment.
- “Mr. A is not in at the moment.” or “Mr. A has
stepped out for a moment.” or “Mr. A is not at
his desk at present, would you like to leave
any message for him?” or “ Would you like us
to call you once Mr. A is back?”
2)Mr. B (boss) is out on tour:
- “Sorry Sir, Mr.B is out of station” or “ Mr.B has
gone on a tour and will be back on Thursday. I
will ask him to call you once he resumes.”

21.
CASE-STUDIES
3)If your boss is in office:
- “May I know who I am speaking with?” or “
Could I have your name please?” and after
taking the name, check with your boss.
“Certainly Sir, I am transferring the call right
away.” or “ I am connecting you to ...” or “I'll
put you through...”

22.
SITUATIONS
1) If the first call is important and the second one
is unimportant: Say “ Sir, I have got something really
urgent right now, I’ll have to call you back.” or
“There’s something urgent that’s come my way , I'll
have to call you back please.” Here do not take
permission to call back , as you get stuck if the caller
refuses.
2) If Both Calls are important: Ideally you service the
existing call first and call back the second caller.
Or, you can say” May I please place you on hold, I
have an urgent call to take.”
Sometimes on the basis of rapport you share with
each caller , you can gauge who is more patient and
will be willing to wait, and then service the other caller
first.

23.
SITUATIONS
 3) If someone asks you for a favour and you
cannot decide that time , you can say “Please
give me a couple of days to decide. Will You? “
or “Thanks for the offer . Let me check my
schedule and get back to you.” or “ you know,
I would love to do that for you but can I check
my schedule and call you?”

24.
CONCLUSION
 Thus the phone being the first point of contact
in most of the cases, it is important to follow
the phone etiquette so as to be tagged as a
Polished individual and also a polished
company.
 Hence always consider the 45% that we are
making up for the lost 55% .