Corporate Telephone Etiquette

Telephone Message On HoldHow many times have you called a business and been really disappointed by the way you are spoken to over the phone? When talking over the telephone, you are really only relying on the tone of your voice and the content of your conversation to make an impression.

Your customers can’t see your facial expressions, so your conversation can easily to misinterpreted. Believe it or not, there is corporate telephone etiquette. And as we are the telephone message on hold specialist, we thought we compile this list of tips.

  1. Answer the phone politely and professionally. “Welcome to Corporate Sound, you’re speaking with Joshua – how can I help you?”
  2. Try and answer the phone with a smile. Though your customers won’t see it, it will shine through in your voice.
  3. Don’t engage in any arguments with a customer. Get as much information as you possibly can, and try and fix the problem to the best of your ability.
  4. If placing a caller on hold, ask for their permission first.
  5. Try not to keep your callers on hold for longer than 1.5 minutes – and make sure you have a professional music and message on hold production to keep them entertained.
  6. Never call a client (unless you’ve told them you will) before 8am or after 9pm – it’s just bad manners.
  7. Always call a customer back at the time you have promised. If no time has been discussed, call them back promptly.
  8. Let your customer talk. Take the time to listen and don’t interrupt them.
  9. Do not eat or drink while you are talking on the telephone.
  10. Unless it is to do with the customer, do not play on your computer whilst in the middle of a telephone conversation.

The respect that you show a customer in person should also be shown over the phone. Your customers will judge you based on the experience they receive through this communication channel, so ensure you and your staff are polite and help to all of your customers on the telephone.


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