Telephone courtesy

Years back, I was idly browsing the PLDT directory and was surprised to find a page or two on telephone etiquette. Later on I discovered that books on etiquette have sections specially dedicated for telephone manners. Let me share with you this compilation of simple but interesting tips:

Rings

When receiving a call, don’t wait for the 100th ring before lifting the receiver. Unless it’s really impossible for you to answer the phone immediately, you must lift the receiver after two to four rings, especially in the business setting.

Answering the call

The rules on what to say when answering the phone differ in the domestic and business setting. Western gurus on etiquette claim the best way to answer a phone call at home is just “Hello”. In the Philippine setting, however, adding a “Good Morning” or whatever is applicable is the norm and is considered more polite.

In the business setting, three or four liners are used when answering the phone. Thus, you will often hear this telephone courtesy in service institutions like banks, for example: “Thank you for calling (name of bank). This is Christie. (How) may I help you?” The courtesy has four main objectives:

1) to acknowledge or thank the caller who may be a client wanting to do more business or a potential customer interested to know more about the products or services;
2) to identify the name of the company in advance so the caller will know immediately if the correct number was dialed,
3) for the receiver to take responsibility for the call, thus the name is said, and;
4) the last line is to offer assistance.

Making the call

It is the caller’s responsibility to identify oneself once the phone is answered. Thus, we say “Hello, (Good Afternoon), this is Michelle. May I speak with Mark, please…” or in the business setting: “Hello, this is Mr. Lopez. Is Mr. Enriquez in?”

When you already recognize the one who answered the phone, mention his name first. “Hi, John. This is Anya, Is Dimitri there?

Make sure you have the correct name of the person you want to talk to, including his title and the pronunciation of his name. You don’t ask for Mr. De la Cruz when she is, in fact, a lady. Or for a Dr. Ledesma when he is actually a lawyer.

If the person you’re looking for is not available, leave your number and request a return call or ask a probable time when you could call again.

For the caller and receiver

Speak clearly and pleasantly, in modulated volume and moderate speed, when placing or answering a call. It could be irritating having to ask the other line to repeat questions or statements, or listening to bickering or foul moods.

· To create a pleasant sounding voice, let your lips smile while answering the phone even when you don’t feel like smiling. Remember that rudeness has no place in telephone conversation, or for any type of conversation for that matter.

Avoid eating, even chewing gum, or smoking while speaking on the phone.

Keep your voice down so as not to disturb those within earshot.

Focus on the call. Avoid distractions especially entertaining others while on the phone.
Tone down the volume of the radio or the TV before answering a call.

Have pen and paper ready should you need to jot down important messages.

Business calls are usually brief. Should you need to answer a personal call in the office, limit the time in using the telephone. It is bad manners to hold the line very long for a personal reason as you not only waste company time and resources but you also prevent potential business by holding the line.

It is impolite to leave a visitor waiting for long while you are yakking on the phone, unless the call is urgent or overseas. If you have a visitor, wait for the right timing to interrupt your caller and courteously excuse yourself by informing him you have a visitor to attend to. Promise to call back once you’re done with pending concerns.

Be sure to fulfill your promise of returning a call. If you could not immediately return a call, do it within 24 hours.

Wrong Numbers

If you are the caller, apologize for your mistake. If you received the wrong call, politely inform the caller he has dialed the wrong number. For security reasons, you are not, of course, to correct the caller by divulging your own number.

Prank/Obscene Calls

If you don’t have a caller ID, the best way to deal with such types of call is to hang the telephone or get it off the hook for a while. These callers have clearly nothing to do but bother other people. You will be pleasing them if you express your annoyance. Don’t give them this benefit.

Cellphones

Avoid using the cellphone during office hours if your work does not require it. Personal calls or texting again waste company time and resources.

In public places like buses, trains, restaurants, airport terminals, etc, be conscious of the volume of your voice when answering the phone. Respect other people’s personal space. They need peace and quiet and they are least interested with your affairs. Attend only to urgent calls.

Keep your cell phone in silent mode at movie theaters, in church and in hospitals and during plays, meetings or conferences.

There are certain areas in the hospital where you need to put off your cell phone. Respect these rules.

For your safety, don’t text or call while driving.

Lastly, remember to say thank you and/or goodbye when ending a phone call. Never bang the phone on someone even at the peak of your anger. You wll surely regret it.*

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