20 Business Phone Etiquette Tips

Current technology has many advantages and many disadvantages. I often wonder how our society survived without a mobile phone. I wonder how I survived without the Internet. I was connected when Prodigy first appeared on the scene. The pharmaceutical company I worked for provided me with a laptop to help me manage my territory or I may not have been as well connected.

One disadvantage of a mobile phone is the lack of phone etiquette. People seem to have no manners when talking on the phone. Personally, I don’t mind listening to someone else’s conversation. If I’m dining alone at a restaurant, I think I’m having more fun than a family whose parent (usually the parent) is interrupted by a call and doesn’t tell the caller about the personal family time they’re having, but continues to talk. . on the phone Of course, it’s none of my business. I have no idea of ​​the understanding that exists between those family members. I know the call is for business because people tend to speak very loudly when talking on their cell phones. That really bothers me.

I have addressed my free time away from the workplace where I have observed others and their disregard for the general public. In the workplace, rudeness and rudeness to others, whether on the phone or not, is totally unacceptable on the part of employees. As a trainer and consultant, it is extremely difficult for me to mind my own business when I overhear conversations employees are having with customers, clients, or patients. I think of the many opportunities I have to offer assistance to companies that have not made the connection between untrained employees in the area of ​​proper phone etiquette (or any area if the employee is not trained) and lower profits. Every connection an employee has with a client, patient, client (or potential client) is vital to the profits of any company. That’s why I offer you 20 Phone Etiquette Tips for Businesses. I am aware that much of this advice is common sense, but I also know that common sense is not very common, often. This list was initially written for dental and medical health professionals, but is applicable to any business.

1. Be sure to speak clearly and smile while answering the phone; also sign in.
2. Before putting a caller on hold, first ask for their permission and thank them.
3. It’s better to return a call than to keep someone on hold too long. If the phone rings again, you have kept them on hold too long.
4. Don’t forget to call back like you promised.
5. Don’t let the phone ring in the office more than three times.
6. Always use a pleasant, friendly and friendly tone.
7. Never interrupt the person while they are talking to you.
8. Never get into an argument with a caller.
9. Don’t openly handle a disgruntled caller’s concern at the check-in/check-out desk.
10. Don’t get used to receiving personal calls at work.
11. Do not answer the phone if you are eating or chewing gum.
12. Do not give the impression that you are in a hurry. It’s best to call back when you can give the person the time they need to handle the reason for your call.
13. Learn to handle multiple calls simultaneously with ease and grace.
14. Promptly return calls left on voicemail and ansaphones.
15. Always get the best number (and an alternate number) and the best time for the caller to be called back, especially if a manager or other team member needs to call back.
16. Never leave a message with another person or on an ansaphone or voicemail about the details of a delinquent account. Instead, leave a message asking the person to call the “Accounting Department.”
17. Always make collection calls private and away from the flow of patients or public areas.
18. If possible, provide a phone for patients/clients/clients to use. An area that provides privacy is preferred.
19. Do not call a patient, client, or client’s address before 8:00 am or after 9:00 pm, unless you have been given permission to do so.
20. When you hang up the phone, make sure the caller or the person you are calling hangs up first if the phone hits the earpiece. Otherwise, always hang up the phone, gently. I recommend a hands-free remote headset for business personnel. They are wonderful. This will resolve hanging up while pressing the handset release button to hang up the phone. Plus, you don’t tie your staff to your desk. The team member who verifies insurance really appreciates this device. (The phone can also be answered if you are away from your desk.)

Contact me if you want to know the make and model of the remote control, hands-free headset is recommended. I’m not claiming that this list answers (no pun intended) all the issues surrounding great phone skills, but it’s a pretty good start. If a piece of advice doesn’t apply to you or your business, I congratulate you. If even one does, I encourage you to immediately begin removing it.