The quiet decline of phone etiquette and how to make it better

Once upon a time, answering the phone for a business was an art form. As most calls were answered by a human customer service representative professional phone etiquette was a vital part of a company’s customer service training. While some businesses still prioritize good phone etiquette, it’s certainly taken a back seat.

For one, human beings rarely answer the phone. Callers are more likely to get a recorded greeting or automated message. The worst of those greetings sounds robotic or like they were recorded in a tunnel.  

The modern phone experience

We live in a world of instant messaging, chatbots, and automated phone systems. While those tools have their place and are helpful, they’ve made traditional phone etiquette feel like a relic of the past. But the thing is, phone calls still matter.

For many businesses, the first impression a customer gets comes from that initial greeting or phone menu. If it’s awkward, confusing, or robotic, it can send the wrong message before you even get a chance to help.

Using modern tools the right way

Automated phone systems, messages on hold and voice mail greetings can be an effective way to manage inbound calls. For some businesses, it just makes sense, both practically and financially, to use these tools. However, you must ensure that your phone greetings, however you use them, are an accurate and positive reflection of your brand’s personality.

You can write, voice and record these greetings in a way that elevates the modern era of good phone etiquette. With clear, friendly, natural, and organized phone prompts, customers will feel at ease, feel helped, and are more likely to stay on the line. In contrast, poor-quality audio, disorganized phone menus and unclear messages can lead to frustration and more hang-ups. 

Phone etiquette can prevail, but has evolved.

Phone etiquette has evolved, but its core principle remains the same: respect and help the person on the other end. That means clear communication, a welcoming tone, and an experience that feels intentional. In today’s world, where so many interactions are automated, a professional-sounding message can be the difference between a frustrating call and a lasting impression. Improve your caller’s experience and you’ll increase customer retention and loyalty.

How On Air Recording Studios can help

On Air Recording Studios believes good phone etiquette isn’t dead! But, it could need a little help to shine again. If you’re a business that cannot get to every call with a human customer service representative, use your recorded greetings and automated phone systems the right way. 

We create professional phone greetings, on-hold messages, and automated prompts that sound natural, warm, and distinctly human. Our team helps businesses bring back that personal touch, with professionally voiced and produced greetings that elevate today’s modern version of good phone etiquette.

A clear, confident, and friendly voice sounds better, helps your customers and ensures your business stands out in a world where phone manners are fading.

If your phone system could use a little polish, reach out! Contact On Air.