The Telephone DOS and DON'TS

The usage of telephone for communication had been increased dramatically in the last few decades. Therefore, the practice of good manners on the telephone is as important as the good manners of face to face. There are few tips to share with you all for dos and don’ts when you talk in phone.

Dos:

• Do speak clearly and pronounce every word precisely. Speak more slowly since it might take people longer to process auditory messages.
• Do keep your greeting brief. Identify yourself and your reason for calling.
• Do always leave your phone number. Do you aspect other person to look it up?
• Do always sound friendly and professional. Eg: May I speak to…. Or I would like to speak to…. Instead of I want to talk to…(It sound rude, right?). Remember to say please and thank you to show the respect to the person.
• Do ask the permission before putting someone on hold. Thanks her/him when you return to the phone.
• Do ask the person if this is good time/convenience to talk.
• Do listen to the person/ customers and understand their requests or problems without any interruptions. Listening will makes them feel important.
• Do focus your attention on the other person. 

Don’ts:

• Don’t record long, cutesy voicemail messages that sound unprofessional.  All voicemail messages would be 5-10 minutes long.
• Don’t put people on hold indefinitely without asking for permission or explain why it is necessary.
• Don’t carry on side conversations while you are on the phone.
• Don’t type on your computer keyboard while you are on the phone. It might create the frustrated sound for the person.
• Don’t read your email while you are on the phone unless it is needed/ requested during the conversation.
• Don’t speed up when you leave your phone number. Repeat twice to make sure the person is written down the correct phone number.

Here is an example for you all to record a proper voicemail message. I hope that it would help.

“You have reached the desk of (Your name). I’m sorry that I can’t attain you right now. If you can leave your name and your number, I’ll call you back as soon as possible. Thank you!”

Remark: Practice it before you do the recording. Please record it without any “uhmm” and “ahh”.

Regards, 

Beverly