Specifically for customer service employees, we’ve compiled a list of phone etiquette do’s and don’ts. This serves as a guide for conducting the best business calls.

The rules for business calls differ from those for personal calls, so take a moment to read this article thoroughly. These tips are valuable for both incoming and outgoing calls.

A phone call has five phases, each with its own set of guidelines. By following these, even the most challenging conversations can end on a positive note. Proper call etiquette ensures the customer feels heard and ends the call on a good note. This makes your work on the phone more pleasant and effective.

The 5 Phases of a Phone Call

Phase 1: Answering the Phone

The way you answer the phone sets the tone for the conversation. Make sure to speak clearly, state your name and the name of the organization, and ask how you can assist the caller. If the customer has been on hold for a while, thank them for their patience.

Phase 2: The Conversation

During the conversation, there are some golden rules to make the phone interaction more pleasant for both you and the caller:

  • Listen, summarize, and ask follow-up questions: These are the golden rules for every phone representative. Always let the customer finish speaking and listen carefully. Confirm that you’ve understood the customer by summarizing their comments and ask additional questions if you need more clarification. This shows that you understand what the customer wants.
  • Keep the customer informed: If you need to look something up or investigate an issue, let the customer know. Since they can’t see what you’re doing, it’s important to keep them informed. If it takes longer or there are silences, the caller will know why.
  • Speak clearly: Articulate well and speak at an audible volume. Ensure you speak calmly so the customer can understand you. If you can’t hear the customer clearly, ask for clarification promptly.

Phase 3: Placing the Customer on Hold (if necessary)

If you need time to look something up, it’s perfectly fine to place the customer on hold. Always inform them and provide an estimated wait time. If this isn’t possible, check back with the customer periodically to let them know you need more time. By ensuring the customer knows what to expect, you can avoid unnecessary frustration.

Phase 4: Transferring the Call (if necessary)

Sometimes, a caller may not have reached the correct department, or they may need to be transferred for another reason. It’s best to always transfer calls “warmly.” Inform the colleague you’re transferring the call to about the caller’s name and why you’re transferring them. This way, the customer doesn’t have to repeat their story, and the colleague can prepare the necessary information. This is a pleasant and efficient way of transferring calls for both your colleague and the customer.

Phase 5: Ending the Call

Once you’re sure you’ve addressed all the customer’s questions, it’s time to end the call. Thank the customer for calling and wish them a pleasant day. This provides a positive conclusion to the conversation. Let the customer hang up first. This ensures you don’t disconnect before the customer has a chance to ask any final questions.

Non-Verbal Communication

In addition to what you say, how you convey it non-verbally is also important. Sit upright to breathe better and speak more clearly. Eating or drinking during the call is a no-go. Don’t forget to smile! If you’re in a good mood, it will come across to the other person on the line. This helps ensure the communication is friendly and effective.

By applying the above etiquette rules, you provide the caller with an optimal customer experience. As the company’s representative, it’s essential to work customer-focused and maintain a professional demeanor. Familiarize yourself with these skills and courtesies; you’ll find that conversations flow more smoothly and that customers end the call feeling satisfied.