Cell Phone Etiquette

Cell Phone

• Do not try to impress the people around by flaunting your latest gizmo


• Do not use annoying, disturbing, jarring, funny ring tones

• Respond within three rings

• Don't shout over phone.

• Your volume level of speech should be such that it does not disturb the public

• Do not wear the ear piece when not using your cell phone

• Switch off cell phone or keep it at vibrate or silent mode at public places like school/college class room, hospital, theatre, cinema hall/multiplex etc

• Switch off completely while traveling on an airplane

• Do not use cell phone while driving

• Do not ring people at in-appropriate timings, places or situations

• Do use cell phones in any emergency- that is the real use of cell phone

Managing Angry Callers

Angry Caller

• Listen his problem or complaint carefully


• Do not interrupt him, let him finish the whole thing first

• Do not show off or act smart

• Do not say, "you are wrong"

• Empathize with him

• After he has finished, if appropriate, you may use the expressions like: I am sorry for the inconvenience or I appreciate what you are saying and in your place I would have been upset too

• You should be good in your area of work and investigate about his complaint or problem and solve it

• If you cannot solve immediately, tell him the process of solving the problem and how much time it would take to solve

• Do not mislead him

• Call him back when you have the solution/information and give him that communication at the earliest possible; this feedback is important

Telephone Etiquettes

Phone Etiquettes

Placing a Call


• Keep the frequently called numbers handy
• Double check the name of the person you want to call
• Do you know how to pronounce his name?
• Is the phone number correct?
• Is it an appropriate time to call?
• Ask caller if it is OK or convenient to speak?
• If the line has disturbance, tell the caller that you will call back

Some Basic Guidelines

• Identify yourself when making a call
• Address the caller by his name in a courteous manner
• Keep conversation brief
• Never be curt
• Never be impatient
• Listen carefully
• Do not interrupt
• Do not eat or chew something while speaking on phone
• If you wish to put the caller on hold, request his permission to do so
• Close your conversation with an appropriate salutation
• Let the caller hang up first
• When you receive a call, pick up the phone within three rings
• Answer the call
• In case of missed calls, return the call within a reasonable period of time


While Speaking

• Prepare and plan the contents and sequence of your communication/conversation
• Speak slowly
• Pronounce words correctly
• Don't mumble, speak clearly
• Use good mannerly language
• Don't be crude in your expressions
• Use appropriate salutations at appropriate times during the conversation
• Use phrases/words like: I appreciate your assistance, Thank you, May I request you, etc

Placing Call on Hold

• Request caller if you can keep on hold
• Show courtesy in your communication
• In case it is taking long time, keep coming back to caller and tell reasons of the delay
• Tell the duration of wait time or delay and ask caller if he will like to be put on hold for that much duration
• Offer to call back if the delay is more and caller does not want to be put on hold for that long

Wrong Numbers

• If you reach a wrong number and you are told that it was a wrong number, express regret
• If someone calls you by mistake, inform the caller politely that he reached a wrong number
• In case the caller has reached you while trying to reach another person in your organization, help him out by giving the correct phone number if you can find out or transfer the call to the right person

How you Communicate is More Important than what ?

Once early morning around 6-30am, I went to a Hotel and had a cup of Tea.


He gave me a bill for Rs.4/-. I had Rs.100/-note in my pocket. I along with the bill gave Rs.100/- to the Cashier.

The Cashier, moment he saw Rs.100/-his BP raised, started shouting at me, telling me that " what Sir, you are the opening Customer, You have dressed so well, should you not check before coming whether you have Rs.5/ or Rs.10in your pocket, if 10 customers if they pay like this where do I go?"

Straightaway come and have the Tea is it, he said"

After small gap of Time I asked him Sir, did you finished your Talk?

He asked me why?

I said, because I want to speak.

He asked me What?

I told him, You have given me a cup of Tea, No Dispute

I had a Cup of Tea ,No dispute

You Have given the bill for Rs.4/-,No dispute

I have Paid the amount No, Dispute.

But at One point I have a Dispute.

He asked me what?

I told him,

I never asked you for the change, I have only paid the amount. Why we should quarrel?

He asked me You don't want Change?,

I told him, not like that, you Keep Rs.100/-with you,

I keep coming this road every day,

on the day, you have Rs.96/-I will collect it

or on the Day I have Rs.4/- I will give it you, if you have Rs.100/-you can give me.

Why we should quarrel, we have not come here to kill each other, let us be good friends I said.

I shook his hand and left the place.

He calls me back, excuse me Sir,

He slowly puts his hand in the watch pocket, removed a small Key, opened the Cash Box Counted Rs.96/-paid and said SORRY Sir,

And He asked me, "Sir will you please have another half a cup of TEA," I said come on bring it.

I had another cup of TEA. In Rs.4/- I had two cups of Tea.

From then on He became very close to me and I was given special Treatment.

From this experience, What We can learn? How you communicate is More Important than what you Communicate.

You should win but you should not lose the other person, that is effective communication.