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20 Telephone Etiquette Tips for Better Customer Service

As I walk into town for my coffee on a daily basis I look around as the majority of people making their way along the pavement do so talking into their Mobile Telephones displaying no manners what so ever.

Today's technology has many advantages and a great many disadvantages. One disadvantage is the usual lack of etiquette displayed when talking into a telephone. People seem to have no manners when talking on their phones.

At the workplace, impoliteness and rudeness to others when on the phone or not, is totally unacceptable from employees. Since I am a trainer and consultant, I feel obliged to pass these tips on to you. If you have any more please send them on to me.

Make sure you speak clearly and are smiling as you answer the phone; also identify yourself with your name, organisation and position – “Good Morning, my name is Stephen Sawyers, the Founder of hospitalityforyou”
2. Do not call a customer or client's home before 8:00AM or after 9:00PM, unless they've given you permission to do so. Consider the differences in World Times – it could make all the difference.
Before placing a caller on hold, ask their permission first and thank them. Just because you have the caller in your grip; do not keep them holding on listening to music.
4. It is better to return a call than to keep someone on hold too long. If the phone rings back to you, you've kept them on hold too long.
Do not forget to return the call as you have promised.
Do not give the impression that you are rushed. It is better to return the call when you can give the person the time they need to handle the reason for their call.
Do not ever leave a message with someone else or on an answerphone or voice mail regarding details of a delinquent account. Instead, leave a message asking the person to call the "Accounting Department."
Do not answer the phone if you are eating or chewing gum.
Do not make it a habit of receiving personal calls at work.
Do not permit the phone to ring into the office more than three times.
If possible, provide a telephone area for customers providing privacy for them if they want to use it.
Always get the best number (and an alternate) and the best time to have a call returned to the caller, especially if a manager or another team member must return the call.
Always use a pleasant, congenial and friendly tone.
Never interrupt the person while he/she is talking to you.
Never engage in an argument with a caller.
Do not handle an unhappy caller's concern openly at the checkineckout desk.
Learn how to handle several callers simultaneously with ease and grace.
Return calls promptly that have been left on voice mail and answerphones.
Always make private calls away from the public areas so that the background noise is limited.
When hanging up the phone, make sure the caller or person called hangs up first if the phone is slammed on the receiver. Otherwise, always hang up the phone, gently.
I recommend a remote, handless headset for the business staff. They are wonderful. This will solve hanging up as you push release on the headset to hang up the phone. Also, it does not you staff to your desk.

I'm aware many of these tips are common sense yet I'm also aware common sense is not very common, often. This list was initially written for dental and medical healthcare professionals but is applicable to our business also.

Product Name:
Koontech Cleanroom telephone
Product model:
Koontech KNZD-29
Cold-roll steel sheets, SUS 304 potional

Main Features:
Matching with most PABX, PBX and PAX systems.
1.  Main body with whole stainless steel body, solid and temperature bearable
2.  Handset free, loudspeaker,
3.  Resume lightning proof protection automatically standard to ITU-T K21
4.  Waterproof grade is IP65(can improve to IP67)
5.  The metal shell is provided with grounding connection device and is absolutely insulated with inner circuit and electric , then has the effect of electromagnetism shield.
6.  Support hotline call, can realize ring off automatically if the other side close.
7.  Totally adopt SMTC craftwork keep very good quality.
8.  The design is super thin and smart. Embed style and hanging style can be chosen. 
9.  Every call is limited(set by five minutes), auto ring off if time exceeded. (Optional)
10.The telephone has passed the certificate of ISO9000(2000)

As Public telephone for indoor or outdoor, elevator phone, Taxi or bus stands or station, Highway call box. Railway, metro, ATM machines side,  Tunnel, Port, Dock, Mines, Generation facilities….
A good ideal telephone for use in wet or corrosive atmospheres
Main technical indexes: 
1. Applicable for various types of SPC exchange and dispatching exchange system with feeding voltage of 33-60V.
2. Ambient temperature: -30 ~ +60 degreeRelative humidity: 10%~95%Atmospheric pressure: 86~106Kpa Circumstance noise: less than 60dB(A)
3. Sound level of ringing: over 70dB(A).
4. Standard frequency: low frequency group: 697. 770. 852. 941Hz,
high frequency group: 1209, 1336, 1477Hz, frequency deviation: -1.5%~+1.5%
If service line is a 3Km signal-level: 
Standard frequency: low frequency group: -12dB~-6dB, high frequency group: -10dB~-4dB, level difference between low and high frequency of compound signal: 1dB~3dB, the total distortion caused by intermodulation of harmonic wave is lower than the basic level by at least 20dB.
5. Call transmission index: (5KM)SLR<12, RLR<-1, STMR>10, output impedance is 600 Ohm.
6. Super strong function is available for dialing 12 groups of numbers stored in the memory (maximum length of each number is16 digits)
Packaging specifications
Machine size:195 *130 *40( mm )     
Carton size:230 *170 *80( mm )
Packaging material: pearl cotton, carton
Gross weight:1.3KG
Net weight:1.1KG




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