Call Etiquette

Call Etiquette is the way you represent yourself and your business to customers and coworkers through telephone communication. This includes the way you greet a customer, your body language, tone of voice, word choice and how you close a call. Etiquette also involves how you listen to others when discussing professional topics. You might use this form of etiquette when interacting with customers or working with others within your organization.

The customer is demanding to speak with a manager

Many customers think that demanding to speak with management will help resolve their case faster. Instead of escalating to your manager, try to handle the case on your own. You can certainly ask your manager for advice but make sure they're not actively participating in the conversation with the customer. The moment you bring in your manager you're actively admitting to the customer that you can't solve their issue on your own.

Article: Phone Call Etiquette

Author: Rogers Kitamirike.

Published on 19th August 2025 by Code Investments

Before the Call

• Know the purpose by understanding why you are making the call and have a clear agenda.

• Have any necessary documents or information at hand for you call.

• Select appropriate environment to ensure you are in a quiet place where you won't have unnecessary noise.

• Ensure your phone has enough battery for the call.

• Check for and respond to voicemails

During the Call

• Have promptness answering within three rings.

• Immediately introduce yourself using a professional greeting such as "Good morning, this is Code Investments from front Desk. How can I help you?"

• Actively listen with full attention to avoid multitasking and focus entirely on the caller.

• Use verbal nods like "I see" or "Understood" to show you are listening.

• Speak clearly your words and at a moderate pace.

• Avoid using jargon by using simple language unless speaking with someone familiar with the industry-specific terms.

• Ask permission before putting someone on hold and thank the caller for holding when you return.

• Be honest if you don't know the answer.

• Remain cheerful.

Managing Difficult Calls

• Stay calm maintaining your composure even if the caller is upset.

• Empathy show understanding and willingness to help.

Taking Notes

• Be prepared with your notepad or digital tool to take notes.

• Note down important points such as dates, times, names, and actions required.