Phone etiquette refers to the proper manners to observe when making and receiving phone calls. In business settings, the quality of phone interactions shapes a company's first impression, making it a staple topic in new employee training. Even as email and chat have become widespread, the phone remains superior in immediacy and reliability in many situations, and the importance of etiquette has not diminished.
The basic rules for business calls are clear. Answer within 3 rings (if it takes longer, add "Sorry to keep you waiting"). State your company name, department, and name at the start. Take notes while listening and repeat back important details for confirmation. Keep hold times under 30 seconds when transferring, and offer to call back if it will take longer. The caller generally hangs up first, but if the other party is senior, wait for them to hang up. Pressing the hook switch with your finger before placing the receiver down conveys a polished impression.
When making calls, start with a courtesy check ("Is this a good time?"), prepare your points before calling, and avoid calling during lunch (12:00-13:00) or right at the start or end of business hours. For complaint handling, the three-step approach of "listen, empathize, resolve" is fundamental - hear the caller out completely, show understanding, then present a solution.
Mobile phone etiquette varies by setting. On trains, refrain from calls and use manner mode. In hospitals, turn off the phone or use airplane mode. During meetings, set to silent. In restaurants, step away from the table to take calls. For people with phone anxiety, which is increasingly common, gradual approaches can help: write notes before calling, start with short calls, or send a chat message about the topic before calling. See Call Center Quality Tips for professional phone techniques.