Business Phone Etiquette: 14 Professional Call Answering Rules and Tips

As technology has advanced, the art of effective communication has evolved. Rather than snail mail and faxes, most people opt for texts and social platforms. However, one technique that has remained a constant—especially in the business communication world—is the art of a phone call and proper phone etiquette.

A well-crafted phone call can help you gain new clients, close deals, and maintain lasting relationships. In fact, 71% of customer communication still happens over the phone. But although this communication method is common, many people struggle to conduct themselves appropriately on the phone. Mastering the art of business phone calls requires skill and finesse. In this article, we’ll explore effective business phone etiquette skills that will help you make the most out of your time on the phone.

What is telephone etiquette?

Telephone etiquette encompasses the manner in which you conduct yourself when you answer and use the phone, from the moment you pick up to when you hang up. People in the business world and in call centers should keep social norms and practices in mind so they make the best first impression when they answer the phone and deliver a quality and repeat customer experience.

The Importance of Business Phone Etiquette

Good phone etiquette is a fundamental aspect of any business’s professionalism. It’s not just about answering the phone promptly—it’s also about how you communicate with those on the other end. Your voice, tone, choice of words, and overall demeanor can make an impression on the caller and have a significant impact on the way they perceive your business.

Professional phone etiquette can establish trust with the customer and make them feel comfortable doing business with you. Customers who have a positive experience with a call center representative over the phone are more likely to make repeat purchases, make referrals, or leave positive reviews of your business online. On the other hand, a negative phone experience can lead to lost business and even public backlash. Making a customer service mistake such as being rude to a customer or failing to handle their issues correctly could go viral and potentially cause significant damage to a business’s reputation.

Dos and Don’ts in Business Phone Calls

When it comes to communicating for business over the phone, there are certain best practices you should follow. Here are some dos and don’ts to keep in mind as you look to refine your telephone etiquette.

The Dos

1. Do greet the caller professionally. When people dial your phone number, they want to be greeted warmly and professionally. This creates a positive first impression that sets the tone for the rest of the call.
2. Do listen actively. Active listening is crucial in business phone calls. It helps you understand what the other person is saying and shows that you value their time and feelings.
3. Do speak clearly and professionally during the conversation. Speaking clearly and professionally is a must during business calls. Speak confidently, at an appropriate volume, and in a tone that conveys respect, professionalism, and that you’re there to be helpful.

The Don’ts

1. Don’t multitask or get distracted. Multitasking or getting distracted during a business call can negatively impact conversation flow. Always try to minimize distractions and give your full attention to your caller.
2. Don’t interrupt or talk over the caller. Interrupting or talking over the caller is rude and unprofessional. Always listen carefully to what the caller has to say before speaking and ask them to repeat if necessary.
3. Don’t use slang or informal language. Using slang during business calls can make you look unprofessional. Instead, speak in clear, concise, and professional language to maintain a positive customer experience.

Remember, effective communication is key to thriving in the business world, and it all starts with your business phone calls. Following the dos and don’ts above for phone etiquette at work will keep you on the right track and help you improve every call your call center receives.

14 Phone Etiquette Tips To Talk Like a Professional

Phone calls not your jam? You’re not alone—phone calls can cause a lot of anxiety for both the caller and the receiver. Here are some proper phone etiquette tips that will help you speak confidently and professionally from the moment you answer the phone:

1. Introduce Yourself and Your Business

At the beginning of every phone call, greet the caller and introduce yourself clearly. State your name, your department, and how you may assist them. This helps the caller feel confident that they have reached the right person and will receive the assistance they require. It also allows you to connect with the caller on a personal level—if they wanted to speak to a robot, they probably wouldn’t have called your call center.

2. Use a Professional Tone

The way you speak on the phone plays a critical role in how people perceive you. It is imperative to use a professional tone and language to ensure clarity and respect. Use proper greetings and try to make the caller feel valued and heard. Avoid using filler words like “um” and “like,” and use proper grammar and sentence structure to express the correct meaning.

3. Ask Clarifying Questions

When you ask clarifying questions, you show that you are attentive and want to address the caller’s needs. Listen actively to the caller’s response to ensure that you fully understand why they are calling. In addition to making the caller feel seen, this will also help you avoid awkward misunderstandings or potentially weakening the customer experience.

4. Be Empathetic and Patient

Be empathetic to the caller’s concerns and show that you are genuinely interested in helping them. Patience is also critical when communicating over the phone—especially when dealing with frustrating situations. Take the time to listen and address questions and concerns with patience and you’re sure to have a better outcome.

5. Follow-Up Promptly

Response time matters in telephone etiquette. Nobody likes to be kept waiting or be put on hold for a long time. Following up quickly is crucial in establishing a loyal, professional relationship with your clients. It shows that you take the customer experience seriously and reduces the likelihood of them turning to your competitors instead of you.

6. Answer as Quickly as Possible

Pick up the phone within a few rings so no one is left wondering if you value their time.

7. Practice Active Listening

Give the caller your full attention. Indicate you’re invested in the conversation by asking follow-up questions and taking notes. Don’t talk over anyone to maintain good phone etiquette.

8. Maintain a Polite, Positive Tone

Remain upbeat and calm even if the conversation gets heated and the customer gets frustrated. Try to maintain neutral body language, as that will come through in your voice and tone and positively shape the overall customer experience.

9. Avoid Interrupting the Caller

You should listen more than you speak when on the phone.

10. Exercise Honesty

Maintain integrity even when the truth is uncomfortable. Ask the customer to repeat themselves if you need more information or if the line cuts out.

11. Ask for Permission Before Putting Callers On Hold

Get consent before placing the person on hold so they don’t think you hung up on them by mistake.

12. Avoid Using the Speakerphone

Use the speakerphone feature sparingly and only if the caller is comfortable with it.

13. Check the Caller’s Satisfaction Before Hanging Up

Before wrapping up the conversation, ask them if there’s anything else you can do for them. Ask your colleagues for help if you don’t know the answer. That’s good customer service in practice.

14. Don’t Neglect Voicemails

In the name of good customer service, return calls as soon as possible and resolve any issues promptly.

5 Tips for Successful Business Phone Calls

Whether you are making introductory calls, sales pitches, or follow-up calls, preparing properly will set you up for success. Here are five tips to help you prepare for successful business phone calls.

1. Define Your Objective

Good phone calls happen by design, not chance. Before making a phone call, it is crucial to define your objective. What is the outcome you want to achieve from the phone call? Do you want to schedule a meeting, close a deal, or gather information? Defining your objective will help you remain focused during the call and prevent unnecessary tangents that can negatively impact customer service.

2. Research and Gather Information

A crucial step in preparing for a business phone call is to research and gather information about the person or company you’ll be talking to. We’d recommend going in to the call knowing the person’s name, position, and any relevant industry news or developments, if possible. Gathering this information will help you establish credibility, build rapport, and tailor your pitch to the person’s specific needs.

3. Prepare a Script or Talking Points

Crafting a script or preparing talking points before the call will help you stay on track and deliver your message concisely and effectively. Your script should include a greeting, an introduction, your objective, key points, and a closing. Remember to sound natural and avoid sounding mechanical or rehearsed.

4. Anticipate Potential Questions or Objections

One of the keys to successful business phone calls is to anticipate potential questions or objections from the person or company you are calling. This helps you prepare responses ahead of time, which will help you sound confident and knowledgeable. Some common objections include budget constraints, time, and competing priorities.

5. Follow Up

After the call, it is essential to follow up with the person or company to solidify any arrangements made during the call. Sending a thank-you email summarizing the conversation will help reinforce your message and demonstrate your professional phone etiquette and attention to detail.

6 Phrases To Use During Business Phone Calls

Never quite sure what to say? Using specific phrases can be highly effective in establishing a positive rapport with the person on the other end of the call. Here is a list of six phrases you can pull from the next time you’re at a loss for words on the phone.

1. Initiating a Call

“Hello, this is [Your Name] from [Company Name]. How may I assist you today?”

This phrase is a great way to start off a business phone call, as it shows that you are polite, professional, and ready to be helpful.

2. Transferring a Call

“I’m just going to transfer you to [Person’s Name] who will be able to help you with your inquiry.”

This phrase is important in situations where you may not be able to help the person on the other end of the line. By transferring the call to someone who can assist them, you are still providing helpful and professional customer service.

3. Taking Messages

“I’m afraid [Person’s Name] is not available at the moment, may I take a message for them?”

In situations where the person a caller is looking for is not available, it’s important to take down their details so that the relevant person can get in touch with them later. By using this customer service phrase, you are showing that you are dependable and thorough.

4. Addressing Customer Concerns

“I’m sorry to hear that you are experiencing this issue, let me see how I can help.”

This phrase is effective in situations where a customer is expressing dissatisfaction or frustrated. By expressing empathy and a willingness to help, you are showing that you are committed to finding a resolution.

5. Confirming Details

“Just to clarify, you’re requesting [specific product/service]. Is that correct?”

This phrase is important in customer service situations where you need to double-check that you have understood the customer’s request correctly. By confirming the details, you can avoid misunderstandings and mistakes.

6. Expressing Gratitude and Closing

“Thank you for choosing [Company Name]. If you have any further questions, feel free to contact us.”

By expressing gratitude and reminding the person on the other end of the call that they are welcome to contact your call center again in the future, you are establishing a positive relationship that could lead to future sales or engagement.

Take Your Business Phone Calls to the Next Level With Podium

For small business owners and employees, time is of the essence and every minute counts. So, it’s time to say goodbye to the hassle of traditional phone systems and hello to the convenience of Podium Phones—a VoIP phone system designed with small businesses’ needs and proper phone etiquette in mind.

With Podium Phones, you can route all voice calls to the same inbox as text messages, social media messages, and other channels. You can even set up call forwarding, take advantage of caller ID, voicemail transcription, and customer history functionality, and give callers the option to text you instead for quicker help. This means you’ll stop missing important incoming calls—no more leads falling through the cracks.

Additionally, Podium Phones allows you to connect with leads faster, giving your call center a competitive edge. By improving professional phone etiquette, you can deliver a better customer experience, build stronger relationships with your customers, and boost your bottom line.

Interested? Learn more about Podium Phones here.