Phone etiquette is essential to ace in any professional working environment, this especially applies to your Customer Service Representatives (CSR) and Salesperson. 

Phone etiquette refers to the way you communicate during a call while representing yourself and your organization. It reflects your brand’s professionalism and value. This includes how you greet your customers, your tone of voice, choice of language, listening skills, how you end the call and how quickly you return a missed call.

What is included in a simple phone etiquette

1. How to greet a prospect
2. The tone of voice to use 
3. Language  
4. Listening skills 
5. How a call is closed 

Why Phone Etiquette Matters

Proper phone etiquette helps showcase your brand as professional, attentive, and valuable. It builds trust, diffuses frustration, and enhances overall customer experience. Let’s break down how to implement these practices and how tools like Getdesk Call Center Software support this process.

Active listening  

Phone etiquette starts with listening. Many CSRs may instinctively become defensive when dealing with an angry or frustrated caller. The number one rule is to actively listen and really understand what the customer is trying to convey before jumping to solutions.

How to implement it?  

The best way to foster active listening is by ensuring agents/ CSRs take notes, asking relevant follow up questions to resolve any issue, get deeper insight on the customer’s objective of calling. Making customers feel valued and heard.

Best approach can be to use Call Center Software like Getdesk that allows your CSR to take notes with ongoing calls, on the dashboard itself. As penning down every note in paper tends to make the calling process unorganized with information scattered all over the agent’s notebook or tiring event of rewriting the information to CRM.  

Don’t keep them waiting  

Another key aspect of phone etiquette is minimizing wait times. During peak hours, customers may be stuck on hold or hear a busy tone, leading to frustration and a negative impression of your service.

How to implement it? 

Using Getdesk Call Center software, even if the call doesn’t reach the agents, the software records the missed call in the agents’ dashboards. Unlike analog or GSM phone systems, where you can’t receive multiple calls at a time on a single phone number, our software not only enables multiple calls on the same phone number (Digital phone number), but also shows on agents dashboard, how many calls are waiting to be attended. Making them call back and efficiently moving to the next call way easier. 

Calling back as soon as possible may help customers to appreciate the company’s effort to make their life easier and increase customer satisfaction at the same time. 

Keep the conversation on the point 

From greeting the customer to actively listening and providing them with a solution, everything needs to be on point to not waste or exaggerate the phone call. A protocol to introduce yourself and the company when you pick up the call or take customers through a necessary checklist to dissect the problem is essential. Keeping the call short yet effective is important to achieve.

How to implement it? 

Keeping a script for any forecasted situation can be vital. Whether it is greetings or dealing with an angry customer, a pre-prepared script from the manager can help agents performance and efficiency. Use Getdesk Call Center software to add scripts that can come in handy in any new situation or for new agents to communicate with the customers. 

Additionally, there is always a “whisper and listen” feature that managers can use to train new employees, where they can listen to the conversation, barge in incase of necessity and take over the conversation or simply whisper suggestions to agents without the knowledge of customers.

While phone etiquette is a must-have skill for every CSR, having the right tools can elevate how consistently and effectively those standards are maintained. Getdesk Call Center Software equips your team with everything they need from note-taking features to live monitoring, script support, and missed call tracking.

Together, these features help ensure your agents are polite, responsive, and efficient, ultimately leading to better customer experiences and a stronger brand reputation.