As many of you know, I am a receptionist. My main job description is to answer and transfer calls. Obviously this would mean that I’m on the phone for a large portion of my day, which has led me to begin a list (see below) entitled “Telephone Etiquette.” Keep in mind that this list has been compiled over the past 7 months and is intended for business use—not necessarily personal calls, although some points can certainly be applied there as well.
1. Be sure you are not eating, chewing gum, or sucking on some sort of hard candy. No matter how “quiet” you think you can be there’s always that moment where you lose control and a large “SMACK” echoes through the receiver. Very unpleasant for the person on the other end.
2. Say your name and the company you are calling from. If you forget to mention this and the receptionist asks this information, do not give it with an impatient tone in your voice. Understand that there is basically no way that you will get past the receptionist to the person you wish to speak to without relaying this information.
3. Pay attention to your phone call. It is extremely rude to converse with others nearby while you are speaking to the receptionist. Similarly, be aware when the phone has been answered. It is quite discombobulating to pick up the phone and hear someone yelling to another person on the other end. Plus, it hurts the receptionist’s ear.
4. Try to call from a quiet place. If you are on a construction site, don’t stand right next to the truck backing up or the man sawing beams or the guy running the jackhammer. Believe it or not, these things can actually prevent the receptionist from understanding what you are trying to say.
5. Never make a call from speakerphone. Most of the time it sounds like you are under water or calling from a foreign country with a bad connection. If you have some great aversion to using the actual receiver, use the speakerphone once you have gotten past the receptionist. You could also simply try to get over your aversion and use the phone as it was intended and how most people do.
6. Do not interrupt the receptionist. Not only is this rude in normal conversation, but it is incredibly frustrating to the receptionist. Most likely, the receptionist uses a phrase or two upon answering the phone. Let the receptionist finish. How would you like it if the receptionist interrupted you?
7. Do not hang up on the receptionist, even if you just found out the person you are calling is not available. If you would prefer not to leave a voicemail, it is quite easy to say that politely. Receptionists have been known to keep lists of “People to Hang up On.” Watch you don’t get added to the list!
8. Do not mumble. No one can understand what you are saying, let along someone on the other end of the phone line.
9. Know what you are going to say. Be prepared to answer questions like “Who is calling please?” and “What is this regarding?” These are very typical questions for a receptionist to ask and oftentimes the receptionist is required to ask these.
10. Do not take out your anger/frustration on the receptionist. Ninety-nine percent of the time the receptionist has absolutely nothing to do with whatever it is that has bothered you. Also, you are probably wasting your breath telling the receptionist about whatever it is that has bothered you because the receptionist is only going to transfer your call and you will have to explain it all over again. Plus, the receptionist probably has other calls coming in and doesn’t want to be rude by interrupting you. Bottom line—be nice to the receptionist.