Whether you’re phoning up a friend, making an appointment, or answering calls as part of your job, being friendly and respectful is simply good manners.
Bizik, a leader in telephone answering and customer service solutions, has years of experience handling millions of phone calls, making it an expert in delivering high-quality service.
That’s why they are here to share their comprehensive guide to modern British telephone etiquette, to help people and businesses leave a positive, lasting impression.
1. Answer promptly and politely
First impressions happen quickly, and answering a call promptly sets a positive tone. It’s your first opportunity to demonstrate respect for the caller’s time, so you should aim to respond within three rings to avoid leaving them waiting.
Also, greet the caller warmly and identify yourself or the business’s name.
YouGov conducted a survey of 2,000 British adults in 2024 to explore what people consider acceptable and unacceptable during voice phone calls. Unsurprisingly, 76% said answering or ending a call without a greeting was unacceptable.
So don’t neglect the importance of getting off on the right foot!
2. Avoid multitasking during the call
Dividing your attention can lead to mistakes, misunderstandings, and a generally awkward, unbalanced conversation. Giving each caller your full focus ensures clear communication and a respectful interaction.
Silence any potential distractions, such as notifications or background noise, and refrain from eating, typing, or engaging in other tasks while on the phone.
Nearly all respondents (92%) to YouGov’s survey agreed that eating or chewing loudly on calls is unacceptable behaviour, and 86% said shifting focus from the call to interacting with someone else nearby without informing the other person on the line was unacceptable.
So, ensure the person you’re speaking to knows you’re fully engaged to avoid offending them.
3. Practice active listening
Active listening reassures callers you understand their needs, strengthening your human connection. It can also reduce the need for repeat explanations, making the call more efficient for both parties.
Use verbal nods, like “I see” or “I understand,” to indicate that you’re following the conversation, and repeat summaries of the caller’s main points to confirm you understand. For example, “Just to clarify, you’d like assistance with…” And above all, avoid interrupting the caller mid-sentence.
4. Be concise and clear
People appreciate clear, efficient communication, especially when calling a business or addressing an issue with a customer service team.
Being concise ensures that information is easy to understand, reducing potential frustration for the caller. So, plan what you want to say before speaking to avoid rambling.
When explaining complex information, break it down into simple steps. Avoid jargon or overly technical language; keep explanations clear and straightforward.
5. Maintain a positive and professional tone
Tone can make or break a conversation. Even if the caller cannot see you, they will interpret what you’re saying and how you’re saying it to build a picture of who you are in their head. You can come across in the best way possible by maintaining a warm, friendly tone. If you’re speaking on behalf of a business, try to maintain a level of formality to indicate that you are capable and professional.
One top tip is to smile while speaking. This will naturally lift your tone, making you sound more welcoming. Also, avoid rushing. Speak slowly and steadily to indicate that you are calm, especially when dealing with complex or frustrating issues.
Most importantly, be empathetic. Adjust your language to the caller’s mood. If they seem stressed or upset, maintain a calm, supportive tone to ease the situation.
6. End the call on a positive note
The end of a call leaves a lasting good impression. Thank the caller for their time, for example, “Thank you for calling, it was lovely to talk to you today.”
Let them know that they can reach out again for further support and that you’re available whenever they need it. You could also offer to follow up if any issue is ongoing and agree on a timeframe for when they can expect to hear from you.
Embrace modern phone manners with Bizik
Incorporating these polite manners into how you speak to people on the phone will help you become a warm, empathetic communicator who cares about people’s time.
These phone etiquette guidelines can also help customer service teams ensure that each call reflects their brand’s commitment to quality, care, and professionalism.
At Bizik, mastering phone manners are crucial to delivering their famous, exceptional telephone answering customer service. By focusing on prompt, respectful, and empathetic interactions, Bizik provides businesses with a solution to leave a positive impression on every caller, reinforcing loyalty and trust.
Whether you’re a business owner or part of a customer service team, get in touch to start a seven-day free trial.
