Notes I have carried on my PDA or in my Franklin planner for years: Info Phone Etiquette

When Answering the Phone:
¸ Answer on the 2nd or 3rd ring.
¸ Say “Hello” instead of “Hey” or “Hi.”
¸ Smile when you pick up the phone (your attitude can be detected on the phone)

Answering Incoming Calls:
¸ Identify yourself and your organization/company.
¸ Speak slowly and distinctly.
¸ Use simple not complicated words.

Answer Incoming Calls Quickly:
¸ Listen for a name.
¸ Listen actively.
¸ Listen without interrupting the caller.
¸ Announce your transfer.
¸ Be as helpful as possible.
¸ If another phone call comes in, receive that call but remember the first person calling has priority.

When Placing Calls:
¸ Let the person know right away who is calling.
¸ Try to call when it convenient for the other person.
¸ Think before you call.
¸ Picture the other person while on the phone; concentrate on the phone call (don’t get distracted).
¸ If you are disconnected, call back immediately.


How to Handle Rude and Aggressive Callers:
¸ Stay calm; try to remain diplomatic and polite.
¸ Always have a willingness to respond.
¸ When attacked, never attack back.

When Closing a Call:
¸ Thank the person for the call.
¸ En.d on a positive note.
¸ Never conclude by saying “See ya,” Bye, bye,” or “Later.”

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Modified on 2/1/09 1:42:49 pm