"PHONETIQUETTE"
Bobbe White

Let Professionalism Prevail…

In the business world where slang surfaces, speech can get sloppy, and casual wear occasionally reigns, there's still one arena where a professional impression rules. The telephone. Every time it rings. Period. If you're sounding a bit amateurish, here are some sure triggers and responses that can make even the smallest company sound big enough to do the job, or make a big company sound small enough to care.

Instead of this…	What's wrong with this response?	This is better…
"Hello" or "Yes?"	You need to identify your business and set the tone.	"ABC Company, may I help you?"
"He's out to coffee."	"Coffee" sounds like he's a slacker.	"He's away from his desk."
"She's not here, yet."	"Yet" implies she is late. Maybe, maybe not. It's not for us to say.	"We expect her back at 10:00pm"
"Mr. Smith's desk."	Oh, if a desk could talk, the stories it could tell…..but, it cannot!	"Computer dept. This is Sue"
"I don't know where he is"	Nobody wants to do business with Clueless, Inc. Sound informed even if you're not.	He's away from his desk, he's out in the plant, he's hanging from the chandelier, etc. Just put him somewhere!
"Mr. Tyler died."	Be gentle with news that can be a shocker. Never assume people know.	"I'm sorry, you may not have heard, but Mr. Tyler passed away yesterday."
"Can you call back?"	You call them, don't assume they'll call you back…they usually won't.	"May I have Mr. Zero return your call?"
"She's on "do not disturb!"	"This sounds snooty!"	"Ms. Van Axel is with a client, may I take a message?"
" I can't understand you!!"	Puts the person on the defense every time! Be patient with foreign callers, and remember they're not deaf, just foreign.	"I'm sorry, I am having trouble hearing you."
"He left early today!"	Tattletale, tattletale! Don't do that!	"Mr. Zipper's not available. May I have him return your call in the morning?"
"She's out sick today." (Ditto for on vacation or has a doctor appt.)	Hey, that's personal! Let her tell the caller she was sick if she chooses.	Fiona's not available. Could someone else help you or may I take a message?"
"He's down the hall."	We all know what "down the hall" means, don't we! Too much info…	"He's away from his desk for a moment…"