Telephone etiquette in business Japanese: A comprehensive guide from basic to advanced | blog

Have you ever had the experience of missing the other person's name or not being able to think of the right honorifics or proper language when answering a business phone call? Many new employees feel uncomfortable answering the phone, and data shows that many workplace complaints are actually caused by mistakes made while answering the phone.

Answering business calls in Japanese is more than just a matter of etiquette; it is an important skill that is directly linked to the credibility of an organization and customer satisfaction. Did you know that if you master the correct phrases and basic etiquette, you can make a big difference in the impression you make within just three calls?

This guide covers all telephone handling know-how, including "essential items for message notes" that will be useful in the field, checklists to prevent mistakes, and even role-playing.

"I feel anxious every time the phone rings" or "I want to avoid my response lowering the organization's reputation" -- even if you have such concerns, you're sure to find tips that will help you answer the phone with confidence starting today.

By reading on, you will realize that your telephone skills will change into a trusted presence as the "face of the company."

A complete guide to business Japanese telephone conversations: from basic to advanced

Business Japanese: Telephone Communication: Definition and Essential Skills

Definition of telephone correspondence and characteristics of business Japanese

Business Japanese telephone conversations involve the skill of using correct language and etiquette to communicate smoothly with the other party when making or receiving calls as a representative of an organization or group. Because it is necessary to convey a sense of trustworthiness through words alone, even greater politeness is required than in face-to-face conversations. Honorific language, cushion words, and accurate information transmission are particularly important. To put the other person at ease, it is essential to speak in a bright and clear voice and convey the necessary information accurately. Unlike standard Japanese, the appropriate use of business-specific expressions and phrases can make a big difference in the credibility and impression of an organization.

Five core skills required for telephone support

The five main skills required for telephone communication are:

• Quick response: Build trust by answering calls within three rings.
• Accurate communication: Repeat the other person's name and purpose to avoid mistakes.
• Use polite honorifics and cushion words: Always express consideration for the other person.
• Proper notes and records: Always write down important information and messages to prevent mistakes.
• Ability to respond calmly: Remain calm even in situations such as absence or complaints.

The following examples of expressions are often used:

scene	Example sentences
First call	Thank you for calling. This is △△ from ○○.
Relay	Could you please wait a moment?
Absence	Unfortunately, the person in charge is out. Would you like to leave a message?
Turn around	We will contact you as soon as we return.

Why Business Japanese Telephone Skills are Necessary

Reasons why new employees and job-changers have trouble answering the phone

New employees and people changing jobs often have trouble answering the phone because they are unfamiliar with the language and flow of business. They are often required to use honorifics, cushion words, and repeat things they don't normally use, which can make them nervous and unsure of how to respond. They also often struggle to find the right words to use in unexpected situations, such as when the person in charge is absent or when dealing with complaints. By practicing example sentences in advance and repeatedly practicing through role-playing, you can build confidence and reduce mistakes.

The impact of telephone mishandling on your image

Mistakes made when answering the phone can greatly affect the trust and impression placed on an organization. For example, slow responses or inappropriate use of honorific language can lead to the perception that "this company is not respectable." In particular, improper initial responses or handling of messages can easily damage the trust of business partners and customers. By ensuring that telephone responses are made in proper business Japanese, the value of the entire organization can be improved. Make use of telephone response manuals and checklists and always strive to provide high-quality responses.

Golden rules for answering the phone: basic manners and mindset

The importance of responding within three calls and the first words you say, with example sentences

When answering the phone in business Japanese, answering the phone within three rings is the first step to building trust. If you are late, add a simple "Sorry to have kept you waiting." The initial greeting greatly influences the impression of the organization. It is important to introduce yourself in a bright and clear voice.

timing	Example sentences	point
Within 3 calls	Thank you for calling. This is ○○ and △△.	Introduce yourself cheerfully and politely
After 4 calls	Sorry to have kept you waiting. This is ○○ and △△.	Apologies if you are late

Correct way to introduce yourself and the order of names and departments

The correct way to introduce yourself is to start with the organization name, then the department name, and finally your name. This makes it easier for the other person to organize the information. If there is no department, it is fine to just state the organization name and your name. Example: "I'm Tanaka from the XX Sales Department."

Reasons why saying "moshi moshi" is a no-no and alternative phrases

Avoid using "hello" on a business call, as it's too casual. Instead, choose polite phrases like "Thank you for calling" or "Excuse me." This will convey professionalism and increase your credibility.

Telephone answering techniques: voice, tone, and smile

Since you can't see your facial expression on the phone, the tone of your voice is important. Speaking clearly and cheerfully will put the other person at ease. Paying attention to your vocal expression will greatly improve the impression you make.

technique	point
bright voice	Speaking with the corners of your mouth raised conveys a naturally cheerful attitude
Speak clearly	Speak slowly and carefully, even to the end of the word
Served with a smile	Smiling on the phone will soften your tone of voice

Breathing techniques for speaking clearly and with a bright voice

Abdominal breathing makes it easier to produce a steady tone and a loud voice. Taking a deep breath before speaking and speaking with a sense of ease will make your phone call easier to hear and leave a good impression.

The effects of posture and facial expressions while on the phone

If you sit up straight and have a smile on your face, your voice will naturally become brighter. Poor posture can make your voice sound muffled, so be mindful of your body alignment while on the phone. It's also effective to practice in front of a mirror while checking your facial expressions.

Mental preparation and mental preparation when answering the phone

Answering the phone comes with responsibility as the face of the organization. It is important to anticipate the information and response the other party is looking for and always maintain a sincere attitude.

A sense of responsibility as the "face of the company"

Answering the phone is not just a job, it is an important role that affects the image of the organization. Be aware that your words and actions affect the overall evaluation, and remember to be polite in any situation.

A stress-relieving checklist for preparation

• Have all the necessary documents and notes at hand
• Prepare a notepad and pen
• Take a deep breath and calm down
• Check your voice once
• Stand up straight and smile

By doing these preparations thoroughly, you can ease your nerves and feel confident when handling any call.

Common mistakes in phone conversations and how to improve them: A complete explanation

Examples of things to avoid when answering business phone calls

There are many mistakes that people make when answering business calls. Learn about the most common mistakes and learn how to avoid them in advance.

• Speak in casual or friendly language
• Putting the other person on hold for too long
• Start a conversation without giving your name
• Don't check the name or organization of the person you're talking to
• Communicate the purpose vaguely
• Not repeating the message and getting the message wrong
• Ambiguous promises to get back to you
• Hang up the phone in the middle of a conversation
• Use of casual language such as "hello"
• Cold response to complaints and requests

By avoiding these mistakes, your business Japanese telephone skills will improve dramatically.

Language Mistakes: Examples of Informal and Rude Expressions

Using the wrong language can make the other person feel uncomfortable. Compare common mistakes with the correct expressions in the table below.

NG expression	Improved expression
"Yes, this is it."	"Thank you for calling. We're here to help."
"Wait a moment."	"Could you please wait a moment?"
"I don't know about that."	"Excuse me, I'll check."
"I see."	"I got it."

The first step to being trustworthy is to be conscious of using polite honorifics and cushion words.

Timing error: Long hold time/quick disconnection

Poor timing is another common mistake: keeping a caller on hold can make them anxious, and hanging up too quickly can come across as cold.

• When on hold, say "We're connecting you now" every 30 seconds
• When you finish a call, say "Excuse me" before hanging up.
• Don't hang up the phone before the other person

Simply being conscious of managing timing can greatly improve the impression you make when answering the phone.

Examples of failures when returning calls and not being present and how to improve them

You also need to be careful about mistakes when returning calls or when you are not available. Ambiguous responses can cause problems.

The dangers of vague promises and how to communicate them clearly

A vague promise such as "I'll contact you later" will not be enough to get the message across to the other party. By providing a clear time and contact information, you can gain trust.

• "We will contact you by 5pm today."
• "I will call you back as soon as the person in charge returns."

Specific agreements are the basis for preventing problems.

Measures to prevent message mistakes due to forgetting to repeat messages

When taking a message, neglecting to repeat it back can lead to miscommunication. To prevent this, keep the following points in mind:

• Always repeat the name of the person you are speaking to, the name of the organization, the phone number, and the purpose of the conversation
• "Is it correct that Mr./Ms. XX would like to be contacted regarding △△?"
• Take notes and repeat what you've learned

Repetition and taking notes are tips for increasing the reliability of your phone calls.

Quick techniques and habits for improvement

We will introduce practical ways to improve your telephone skills in your daily work.

One phrase a day memorization method

Learn and practice one commonly used phrase on the phone every day.

• "Thank you for calling."
• "I'm sorry to trouble you, but could you please wait a moment?"
• "Excuse me, but could I ask your name again?"

Daily practice forms the foundation for natural and courteous service.

Weekly review habit

By reflecting on your own responses once a week, you can continuously improve your skills.

• Listen back to recorded calls
• Check for any mistakes in messaging or inappropriate expressions
• Get feedback internally

Regular reflection is very effective in improving the quality of your telephone responses.

Telephone response practice examples and applications: Acquiring professional skills

Success stories by business scenario

Key points for securing appointments during sales calls

To be successful in sales calls, it's important to introduce yourself clearly and cheerfully in your initial greeting and to be considerate of the other person's time. For example, after saying, "I'm sorry to bother you during your busy schedule. I'm in charge," briefly summarizing your business will help you gain trust. If the other person is unable to make the appointment, it's important to confirm, "Is this convenient for you?" and avoid forcing them to do something. By visualizing the process leading up to securing an appointment, the quality of your telephone responses will be more consistent.

Steps	point
first word	Introduce yourself cheerfully and communicate accurately
Communicating the purpose	Explain the benefits to the other party in a concrete and concise manner
Schedule adjustment	Make flexible proposals that prioritize the other party's convenience
Closing	Prevent mistakes by repeating and confirming, and end with words of gratitude

Turning customer complaints into opportunities

When handling complaints, the key to restoring trust is to carefully listen to the other person's story until the end and clearly convey words of empathy and apology. First, apologize by saying, "We are truly sorry for the inconvenience caused," then thoroughly verify the facts and propose a prompt response. Following up by asking, "Have you experienced any inconveniences since then?" can also lead to repeat business and improved word-of-mouth.

• Listen to the end and don't interrupt
• Expressing empathy and apology clearly
• Providing solutions and future prevention measures
• Thorough aftercare through follow-up calls and contact

How to use AI tools to improve your phone response

Key points for using call recording analysis tools

Using a call recording analysis tool allows you to objectively evaluate the quality of interactions with customers and identify issues early on. The three key points to consider when selecting a tool are voice recognition accuracy, search functionality, and security. Regularly review the recording data to improve inappropriate language and slow responses. Trends by department can also be visualized, which is useful for training and creating manuals.

Selection criteria	Commentary
Voice recognition accuracy	Ability to handle a variety of terms
Search and analysis functions	Keyword extraction and classification
Security	Retention period and access restrictions

Latest Trend: AI Voice Agent Integration

In recent years, the introduction of AI voice agents has progressed, and the automation of first-line responses and FAQ responses has become more common. AI agents excel at routine inquiries and transfer tasks, reducing the burden on operators and improving response speed. Designing a division of roles between AI and humans is important to ensure a smooth transition to human response. After introducing AI, response history can be analyzed and continuous tuning can be used to further improve customer satisfaction.

• Automate routine tasks with AI
• Irregular and advanced cases are handled by people
• Improve AI accuracy by analyzing response history
• Thorough PDCA to improve customer satisfaction

Continuous learning: Updating telephone response manuals and maintaining skills

Annual review and manual revision process

It is recommended that telephone response manuals be reviewed regularly. The contents are reviewed based on feedback from the field and customer requests, as well as actual call records and success stories. Responses to unclear points and trouble cases are added to increase the manual's comprehensiveness. After revisions are made, it is important to share the contents with all employees and ensure their understanding through comprehension tests and role-playing.

Steps	Content
Performance review	Extracting issues using call logs and surveys
Revision Conference	Representatives from each department gather to examine the details
Revised version	Updated with the latest case studies and FAQs for practical content
Internal sharing	Ensuring retention through training and testing

Recommendations for external training and book use

External training and the use of books are also effective ways to maintain and improve your skills. Regularly incorporate specialized training focused on telephone answering and business Japanese books to learn the latest etiquette and trends. Practical seminars and online courses are also recommended, and repeated role-playing and feedback will help you develop on-the-job skills.

• Attended external training specializing in telephone answering
• Regularly read books on business Japanese and honorific language
• Participate in online seminars and role-playing sessions
• Share and output knowledge at in-house study sessions

Incorporating these practices into your daily work will improve the quality of your phone calls and help you maintain your professional and trustworthy skills over the long term.

Company Profile

Company name: Japanese Learning Support LLC
Address: Shinjuku Entre Salon Building 2F, 2-12-13 Shinjuku, Shinjuku-ku, Tokyo 160-0022
Phone number: 03-6881-9842