Phone etiquette (101, rules, do´s, don´ts)

twitter: @eugenio_fouz




Phone etiquette

by Jakub Kliszczak


“Think of how you answer each of the calls you receive.

When it’s your mom calling, you probably start with something like “Hey mom, how are you doing?”.

If it’s your mate, most likely you answer with “Yo, dawg! What’s up?”.

And when it happens that you get a call directly from your boss, I guess you go with something like “Yes boss? What’s the issue? (hopefully, not me!)”.

In everyday situations, we don’t need to follow any specific rules or tips on how to make and take calls. Yet, when it comes to professional phone calls and answering your customers’ phone calls things are much different. For anyone who’s already working in a call center or as a customer service agent these things are obvious – at least they should be! – but for all of the new hires, it might be “brand-new-world”.

Today, we’re going to tackle the most important proper phone etiquette practices including essential rules, what to do, and what not to do. We’ll also drop some tips throughout the article so make sure you don’t miss those!”



#PDF i.ii don´ts

#PDF iii.iv.v dont´s





Employees now have the right not to answer work calls or emails outside of working hours

A new Code of Practice has been revealed.

“Employees will have enhanced rights to disconnect from work outside normal working hours, under a new Code of Practice published by the Government on Thursday.

As part of The Right To Disconnect, employees will be entitled not to have to “routinely” perform work outside their normal working hours and can not be punished for refusing to attend to work matters outside of working hours.”

It also includes the duty to respect another person’s right to disconnect, such as by not calling or emailing outside normal working hours.

Speaking on Thursday, Tánaiste and Minister for Enterprise, Trade & Employment Leo Varadkar said the code comes into effect immediately and applies to all types of employment regardless of whether you are working remotely or not.

Learn more
“The pandemic has transformed working practices, and many of those changes will be long-lasting,” Varadkar said.

“Although much of the impact of the pandemic has been negative, particularly for those who have lost jobs, income or whose businesses have been closed, it also offers an opportunity to make permanent changes for the better, whether that’s working more from home, having more time with the family, or more flexible working hours.””


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