The telephone is an important communication tool. Tour guides will have to speak with guests and colleagues on the phone at some point. Phone conversations reflect the way we do business. It is therefore essential to have good telephone manners or telephone etiquette.

Here are some tips in handling phone calls:

• Attend to the phone promptly, or else; another company will take that call and that client from you. Picking up after the first ring is the best time.
• Use the “voice with a smile.” Speak clearly. Put a small mirror in front of you so that you can make sure that you are always smiling while talking on the phone.
• Identify your name and company.
• Use polite words.
• Use bridge-building language or bridge remark such as “How may I help you?”
• Listen to the caller’s mood
• Have your pen, paper, and directory ready beside the telephone.
• Get all possible information on the first call so that calls are attended to immediately and not transferred from one local number to another.
• Always take the initiative of picking up a call whenever someone is not available to attend to it.
• Never argue with customers.
• End your conversation with “thank you” and “goodbye.”

When connecting calls, make sure that the caller is connected to the called party and is attended to properly. It is irritating to be tossed several times from one department to another. Provide feedback when you promised to do so.

Telephone etiquette also applies when you are using mobile phones. Be courteous even when you are talking to people you already know.