Phone-Call Etiquette Checklist Landlines; Cell-Phones - Plusto.com

A. BUSINESS ETIQUETTE: MAKING PHONE CALLS
No Summary Detail Check
1 Decide on the mode of
communication
2 Write down notes on
what you want to
discuss
3 Leaving messages with
a PA or 3 rd party
4 Being diverted from
one person to the next
1. Consider whether or not a telephone call is the best mode of communication
for the content of your discussion.
2. For more complex, lengthier discussions, an in-person meeting might be more
suitable.
3. For quick business updates, consider using e-mail instead of telephone
appointments.
1. When you engage in a phone-call, the initial discussion is more likely going to
be about pleasantries.
2. To avoid you forgetting what your phone-call is about, once the pleasantries
are over, write some notes that you want to talk to before making the phonecall.
3. Review your bullets of information so that you are certain to cover all
important points.
1. Never leave your phone number with the person who does not know who
you are and has no idea why you called.
2. Don’t be offended if the secretary asks “Will he or she know what this is
regarding?’ It is their role to filter calls.
3. Never get irritated with an assistant, because the manager is unable to take
your call. Your bad review will be passed on.
4. If your calls are not taken, ask when is the best time to return calls. Don’t
whine about it – this is not professional!
1. Even though you might have introduced yourself to the receptionist,
reintroduce yourself to the person you are calling so that there are no
mix-ups.
5 Phone disconnects
during the call
6 Taking phone-calls that
you are not prepared
for
1. If you call someone and are disconnected, you are responsible for redialing,
even if they are responsible for accidentally hanging up.
2. Since you placed the call, you know how to reach them!
1. When you mistakenly take a phone-call that you are not prepared for, spend
a few minutes on the phone as a matter of courtesy.
2. Then reschedule the appointment for a later date.
3. You will lose credibility when you are not prepared and try to respond
on-the-cuff.
7 Smile when speaking 1. Even without a video image, smiling is seen and experienced over the phone.
2. It also affects the quality of your voice - sounding bright, friendly and
enthusiastic.
8 Ending the
conversation
1. Before ending the conversation, summarize the call to make sure each of you
have the same understanding, and determine the next action steps.
2. Even if you are in a rush, say goodbye, but wait for it to be reciprocated.
Otherwise it might feel like you have hung up on the person!
9 Returning calls 1. Return all calls the same day.
2. If it is late in the evening to return the phone-call, consider sending an SMS or
email, saying that you will follow-up the next day.
2