Good telephone etiquette goes beyond saying "please" and "thank you." It includes not leaving callers on hold too long, forwarding callers to other employees gracefully, and using polite, friendly greetings and closings. To impress callers with your organization's good phone manners, you and your business's employees should:

1. Have the equipment you need to handle your call load,
2. Have a prepared script that includes a proper greeting,
3. Handle incoming calls and returning calls promptly and helpfully.

Action Steps
The best contacts and resources to help you get it done

Tips & Tactics
Helpful advice for making the most of this Guide

• Don't let callers wait on hold for more than two minutes without at least giving them the option of leaving a message and receiving a call back.
• Smile when you answer the phone. It automatically makes your voice sound brighter and friendlier.
• Greetings should include the name of your business, the name of the person answering the phone and something friendly like "Good morning" or "How can I help you?"
• Take thorough, accurate messages – and make sure they're returned promptly.