Telephone conversation. Managing phone calls. Taking a message Telephone Etiquette: What You Need To Know Introduction

The Office
Most offices have strict rules for cell phone etiquette that are determined by management. They will usually be outlined in the employee manual or some other guide that details how everyone should answer the phone and take messages. Although you will need to defer to your particular company's rules, some general tips to keep in mind are:
· Give your name, department, and the company name clearly and slowly so that people understand, then give them time to respond.
· Do not answer with your extension number; it is impersonal and cold.
· Always be respectful to whoever answers the phone and do not insist on going over their heads immediately. In most cases, a secretary or assistant handles scheduling and has the information you will need or can get it for you.
· Before you put someone on hold, make sure this is okay with the caller and apologize for the inconvenience; for example, say, "I'm sorry, I'll need to check on that for you. Do you mind if I put you on hold for a moment?" This will make callers much more at ease with being put on hold temporarily.
· If you need to put someone on hold, check back every 15 to 20 seconds to let her or him know you have not forgotten about the call and provide an update on how soon the person can expect to be put through. If it is going to be a lengthier wait than anticipated, offer to take a message and have the call returned.
· When you need to talk to a superior, make the call yourself rather than asking a secretary or assistant to place the call for you. A superior should never answer and then be expected to wait for you to be patched through.
· Check messages as often as you can and try to return calls the same day whenever you can. If you can set aside time after lunch and before leaving at the end of the day to return calls, they will not stack up and clients will appreciate your thoughtfulness.