Telephone Etiquettes


Communication through a telephone plays a significant role in any business organization. The modernization and digitalization of businesses have to lead to various channels of communication, such as automated answering machines, texting, emails, etc. However, some people still prefer telephone communication. It always gives a personal touch, more clarity and a positive impression when telephone communication takes place.

What is Telephone Etiquette?

Telephone etiquette implies the manners of using telephone communication including the way you represent your business and yourself, greeting the receiver, the tone of voice, the choice of words, listening skills, the closure to the call, etc.

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Importance of Telephone Etiquette

Telephone etiquette is essential when you communicate on the telephone. The customer analyses you and your business according to your communication. Following point shows how important it is to have telephone etiquette while talking on the telephone:

  • Professionalism

Communicating with telephone manners always shows your professionalism. It makes the customers believe that their work is in good and safe hands. Most likely they would repeat the deal.

  • Impression

The impression that you create on telephone communication has a lasting effect. The telephone etiquette you follow makes the receiver feel respected.

  • Loyalty and Trust

The telephone etiquette builds the trust of your potential customers on you. It makes them loyal to you and purchases the products and services from you frequently.

  • Customer Satisfaction

When the customers get satisfied with the telephone conversation, they are sure that their needs and requirements will get satisfied in-person also. It gives them a consistent and well-rounded experience.

Telephone Etiquette Elements

Every caller has their way of talking on the phone. However, there are some set of rules and telephone etiquette guidelines that should be followed whenever you have telephone communication. These are briefly discussed as follows:

  • Friendly Greetings

The way you greet your caller must be warm and pleasant. The call should get a feel that you are alert and attentive to his call. The cheerful and positive greeting will get back the same enthusiasm. Start with a proper salutation, thank you for calling, a brief introduction of yourself and the business and then enquire about the reason for calling.

  • Body Language

Gestures, facial expressions, body language also have an impact while you communicate on the telephone. While you talk on the phone, a cheerful voice and the bright tone gives the feeling to the receiver that you are relaxed and at ease. Thus, body language has its communication even when you talk on the phone. A professional body language gives a good impression.

  • The Tone of Voice

The attitude on the phone gives customers opinion about your business. Also, the attitude is conveyed through the tone you adopt to talk. The tone of your voice should be confident as well as respectful towards the caller. A pleasant pitch of voice gives a sweet note to the ears.

  • Tact

Sometimes it becomes inadvertent to inform unpleasant, upsetting and sensitive information on the phone. At such times, it becomes imperative to handle the situation tactfully. The choice of words should be soft yet stern and should not at all offend the caller.

  • Active Listening

An important point that office phone etiquette considers is active listening. You should provide undivided attention to your caller with the least possible disturbances. It gives the impression that you care about the customer and his needs.

  • Appropriate Closing

While bidding goodbye, always thank your customer and ensure that all that he wants to convey is completed. This ensures the customer that your business is a customer-driven one. Also, try that the customer hangs up the call. This ensures there are no accidental hang-ups.

Business Phone Etiquette Tips

Let us discuss some of the business phone etiquette tips:

  • Try answering the calls in the first two or three rings. This gives the feeling of being valued

  • The call should start with giving identification of yourself and your business to avoid any confusion

  • A positive tone of voice always has a better response back and helps to build a good rapport

  • A friendly and cheerful body language is always preferred

  • Always have minimum possible interruptions and distractions when you are on a phone call

  • Active listening and taking notes in parallel is beneficial for giving periodic affirmation of understanding the customer

  • Any customer always prefers a polite and sympathetic honest message

  • Before placing the call on hold for any reason, seek permission from the caller

  • Ensure all the requirements and queries of the caller are solved before you appropriately close the call


Appropriate telephone etiquette is essential as usually, communication on the telephone is the first contact point for your business. Thus it becomes critical to leave a positive lasting impression on all the customers to build up a distant relation.

FAQs (Frequently Asked Questions)

Q1. State the dos and don'ts of the Telephone Etiquette.

Ans: Following are some of the simple dos and don'ts of Telephone Etiquette:


  • Always smile while talking on the phone

  • Give a warm greeting and a brief introduction at the start of the call

  • Speak clear and without ambiguity

  • The caller should have a welcome feeling


  • Don’t be distracted while you are on a call

  • The voice should be perfect, neither too loud and nor in whispers

  • Never keep the caller waiting on hold for a long time

Q2. What should be avoided when you are attending a call?

Ans: Following things should be predominantly avoided while you are on a call:

  • Try not to use the phone on speaker

  • Don’t eat or chew while on call

  • Avoid interruptions and distractions

  • Inconsistencies should be eliminated

  • Background noises should be minimized

  • Neither shout nor whisper

  • Keep a balanced tone of voice

  • Try using better equipment

Q3. What is the golden rule to follow when dealing with a phone call?

Ans: While you are on a call and there is another call on some other line or a call waiting, address the caller for calling back. The first person will always have a priority. Have a follow up on every call. Give a call back within twenty-four hours when you promise a piece of information.