Phone Etiquette 101

I returned a call from a prospective client who did not answer the phone and instead of a professional sounding voicemail message, I was greeting by 30 seconds of Mick Jagger singing “I Can’t Get No Satisfaction” before the proverbial beep. While the lyrics of the song might actually echo the current sentiment of this frustrated job seeker, there is a time and a place for everything and this was not the best use of their professional air time.

First impressions are made instantly whether in-person or by phone. Make sure your voice mail message is clear and articulate and sounds like the consummate professional you want others to believe you are – especially if you are applying for jobs. Nothing turns off a recruiting employer more than an inarticulate message that is barely intelligible. Listen to your message to make sure you can understand yourself and spend the time on multiple recording tries if you must, to get it just right. Speak slowly and channel your inner TV News Announcer.

Likewise, when you actually answer your phone at work or your personal cell, consider how important your greeting is to the listener. If you are at your workplace be sure to announce where that is as well as your name so the caller can identify you quickly. Adding a pleasant “How can I help you?” can be an excellent touch if you are in a service profession and dealing with clients.

Just answering “hello” is not enough and puts the responsibility on the caller to do dig for information. For example – when I am at work at the law school I answer my phone: “Office of Career & Professional Development, this is Caroline – how can I help you?”  It may look like a mouth full in print but it doesn’t take that long to articulate and my callers are put at ease immediately knowing that even if they dialed the wrong number, I am there to help.

Here are some essential phone etiquette tips to help you make a positive professional impression:

• Make sure you speak clearly as you answer the phone and identify yourself.
• Use the caller’s name in your conversation.
• Practice good listening skills.
• Before placing a caller on hold, ask their permission first and thank them.
• Always use a pleasant, congenial and friendly tone.
• Never interrupt the person while he/she is talking to you.
• Don’t multi task while on the phone – they can hear you typing while you check email!
• Do not answer the phone if you are eating or chewing gum. Sounds obvious but do I have stories to tell about this!
• When hanging up the phone, make sure the caller or person called hangs up first.
• Smile when you answer your calls. Even though the caller can’t see it, they’ll hear the smile in your voice.
• Use a “telephone voice” in which you control your volume and speed. Speak clearly.

Lastly, check your voice mail messages at home, at work, and on your cell to make sure that they are current and professional sounding. We live in a phone-centric world so it’s important to practice proper communication with this medium.