Business Phone Etiquette

Contributed by Kristen A. Meinzer

We have all been on the receiving end of unprofessional business phone calls; ones during which the caller came off as rude, impolite, or inarticulate. No doubt, our interactions with these callers not only negatively shaped our impressions of them, but of the companies that they represented.

However, we have also received business phone calls that were courteous, polite, and articulate. The professionals behind these calls clearly understood the importance of business etiquette in providing good service, avoiding misunderstandings, and perhaps most importantly, building rapport with customers, colleagues, and clients.

In today’s world, millions of business interactions take place over the phone every day. For many businesses, interactions with customers take place exclusively over the phone. And, as with face-to-face interactions, the success of these exchanges relies greatly on good business etiquette.

Good business etiquette is not difficult, but it requires some preparation and practice. If you are the professional making the phone call, remember first and foremost to treat the person on the receiving end of your call the same way you would if you were meeting in person: with courtesy.

Before dialing the phone, determine if it is a good time to call. Does the person you are calling live in a different time zone? Is he or she consistently in a meeting at a certain time of day? Has the person already suggested a convenient time to call?

Be sure to understand the person you are calling: the correct way to pronounce his or her name, his or her title and role in their own company, and your relationship to him or her during the phone call. For example, is the person a customer who is upset about a service provided by your company or an associate from whom you merely require information?

Regardless of whether the recipient of the call knows you, be sure to introduce yourself. Clearly state your first and last name, your credentials, and the purpose for your call. Doing so is proper business etiquette and it also allows the receiver to place the call within a context and be prepared with any information that may be pertinent.

Be specific about why you are calling. Ask questions clearly and expand upon information that the receiver will find useful. Speaking in generalizations will only cause confusion and frustration and make you look unprepared.

Remember that your relationship with the recipient of the call is a professional one. Avoid informal speech and personal questions. If you are calling someone with whom you have already established a business relationship, it is considered polite to discuss non-sensitive personal matters, such as plans for the weekend or children. However, these interactions should be kept brief.

Be patient. Business phone calls can be difficult, but business etiquette requires that you maintain a sense of calm, even if the receiver or situation is not. Apologize if necessary, practice humility, and do your best to put the recipient of the call at ease.

Be respectful of issues around privacy and security. If you need to discuss sensitive matters with the recipient of the call, be sure to ask first if it is an appropriate time. If it is not, schedule a time that will work for him or her.

If you must put the recipient of the call on hold, ask first. Never tell them to “hold on,” but inquire, “may I put you on hold for a moment?” After putting the receiver on hold, return to the call by saying “thank you for holding.” The same applies for the speakerphone or call transfer. Always ask first and say thank you afterwards. If the receiver is not okay being put on hold (or transferred, or put on speakerphone), offer an alternative, such as calling back momentarily. Then follow through.

End the call with the same professionalism with which you started it. If the call was service-related, ask if there is anything further you can do. Offer your contact information, in the event that the recipient of the call may wish to call you back. Thank the receiver for his or her time. And if you made any promises or plans during the phone call, be sure to follow through on them in a prompt manner.

With preparation and practice, anyone can master good business phone etiquette. And in today’s professional world, everyone should. After all, making a good impression on the phone isn’t just good for the caller and the recipient, it’s good for business.

About the Author:
Kristen A. Meinzer is a freelance writer, educator, and media scholar. She holds a BA from the University of Minnesota and MA from New York University.