Telephone Etiquette: Rules for Effective Communication

Posted on Mar 23, 2025 in English

General Rules for Telephone Communication

  1. Smile: Smiling while speaking can create a friendlier tone. It has been shown to effectively generate a smile, express joy, and good humor.
  2. Avoid Eating or Drinking: This hinders communication and shows a lack of manners.
  3. Avoid Saying “No” Abruptly: Instead, try to be more polite and understanding.
  4. Inform the Caller of Delays: If you need to put someone on hold, explain why and apologize for the wait. For example, “Please wait a moment while I check on that. Thank you for waiting.” When you return, thank them again for their patience.
  5. Leave Detailed Messages: When leaving a message, include:
  • Your company name and your name.
  • The name of the person you wish to speak with.
  • Your phone number.
  • The time of your call.
  • A brief message.
Keep Messages Concise: Aim for no more than three key points. Avoid Arguments: If a caller is aggressive, remain calm and address their behavior without becoming forceful or angry. If they persist, politely inform them that you will need to end the call and wait for a more reasonable conversation later. Hanging up angrily should be avoided as it can be offensive. Never transfer the call to another person in your company without explanation. Be Mindful of Annoyances: Avoid actions that might irritate the caller. Consider Time Differences: Be aware of time zone differences to avoid calling at inconvenient hours. Speaking louder doesn’t compensate for time differences. Treat Gatekeepers with Respect: Secretaries, receptionists, and other “filters” should be treated with respect and dignity. Recognizing their importance and treating them with courtesy can make you a priority. A sympathetic secretary can help ensure your calls are managed effectively and your messages are delivered. Learn their names and use them when calling or visiting.

Leaving Messages on Answering Machines

  • Include:
    • Your name.
    • The name of the person you’re calling.
    • The date and time of the call.
    • A brief description of the subject.
    • When you can be reached again.

Self-Assessment: Call your own office to evaluate how calls are answered.

Specific Phrases to Use

  1. “They are all gone now. You’ve come a little late. We can arrange a visit to…”
  2. “Do I know you? Have we had contact before?”
  3. “There must be a misunderstanding. Sorry, I must not have explained it well.”
  4. “Please wait.”
  5. “Who’s calling?”
  6. “I know that we’re busy, but let me finish and then I’ll assist you. Thank you.”
  7. “I cannot connect you at this time.”
  8. “I cannot do anything… It is best/clear that…”

The ECO Method

Effectiveness, Cordiality, and Organization

Application: In the telephone domain.

Maintaining Conversation: Focus, take notes, and be professional.

Example Conversation

Scenario: A conversation between a buyer and seller, using the studied rules.

Ringgg phone rings, ringgg…

  • Seller: “Good afternoon, Vodafone, Ana Maria speaking. How can I help you?”
  • Buyer: “Hello, good afternoon. I would like some information about the types of phones I can get with my points.”
  • Seller: “Please wait a moment while I check your points. Thank you for waiting.”

After 5 minutes…

  • Seller: “Thank you for waiting.”

10 minutes later, the buyer becomes angry.

  • Buyer: “I’ve been waiting for more than 15 minutes!”
  • Seller: “Sir, while I understand your frustration, checking your points takes time. Would you still like me to tell you what kind of phones we can offer?”
  • Buyer: “Forget the phones! Vodafone is terrible; I’ll switch companies!”
  • Seller: “Sir, I will have to hang up if you cannot change your attitude.”
  • Buyer: “Whatever!”

Pipipi… The seller hangs up.