Basic telephone etiquette and practical phrases for business Japanese [with example sentences by industry] | blog

Do you feel unsure about answering business phone calls or are unsure about proper honorific language and etiquette? In fact, it's said that most first impressions are determined in the first few seconds of a phone conversation. In Japan, in particular, the success rate of business negotiations and customer satisfaction can often be greatly affected by the appropriate greeting and language used.

The vast majority of working adults have experienced mistakes when answering the phone, and many of them are concerned about things like how to use honorific language, how to handle calls when transferring calls, and how to choose the right words when making complaints. If left unchecked, it is not uncommon for these issues to lead to an unexpected loss of trust and a decline in work efficiency.

However, by mastering systematic phrases and basic etiquette, anyone can acquire the skills to handle telephone calls in a short period of time. The book also introduces a collection of phrases that can be used immediately on the job, as well as specific examples of improvement points that professionals actually use.

Don't worry if you're someone who gets nervous every time they make a phone call, or who has trouble dealing with complaints or when you're not available. By reading to the end, you'll acquire truly useful skills that will directly improve the performance of you and your team.

A comprehensive guide to business Japanese telephone conversations, from basics to advanced [Practical and ready-to-use]

Why telephone answering is required in business and how to prepare

In the business world, the quality of telephone response is directly linked to the credibility of a company or organization and customer satisfaction. Because communication is done solely by voice, the choice of words and attitude are all the more important. To give the other person a sense of security over the phone, a bright voice, appropriate honorific language, and a prompt response are essential.

• Make a good impression: The first words you say on the phone set the tone for your entire organization.
• Gaining trust: Polite language and accurate responses will earn your customers' trust.
• Improved work efficiency: Proper confirmation and repetition can prevent errors in information transmission.

The impact of successful telephone responses on business outcomes

Employees who are good at answering the phone are more likely to build trusting relationships with customers and business partners, which in turn has a positive impact on business performance. Specifically, the quality of customer service improves and complaints and problems decrease. Keeping the following points in mind will directly lead to better results.

• Basic points for answering the phone

• Answer within 3 rings
• State your name and the name of your organization clearly
• Repeat the other person's name and purpose accurately
• Always inform the situation when on hold or when transferring a call
• End the call with words of thanks

Telephone response that directly leads to results	Specific examples
Improving first impressions	"Thank you for calling" in a cheerful voice
Preventing miscommunication	Thoroughly repeat the purpose and contact information
Increased customer satisfaction	Polite language and consideration

Essential preparations and environmental improvements before answering the phone

To improve the quality of your telephone responses, advance preparation and a good environment are essential. Always have a notepad and pen near the receiver, and have documents and a calendar at hand if necessary. Create a quiet environment and be considerate of those around you.

• Items to prepare

• Notepad and pen

• Organization name and person in charge list

• Schedule book/calendar

• Required documents and materials

• Being environmentally conscious

• Minimize background noise

• Let others know you are attending

• Keep the receiver clean

Preparation items	Reasons and effects
Notepad and pen	Accurately record business matters and messages
Materials and calendars	The range of answers that can be given on the spot will be expanded
Quiet environment	Respond in an easy-to-listen voice

With this kind of preparation and environment, you can confidently answer any phone call. Answering the phone is the foundation of business. Daily practice builds trust and contributes greatly to business results.

A list of basic telephone phrases [covering key points for receiving and making calls]

When answering a phone call, the process from the first words to confirmation

When answering the phone in a business setting, the first impression you make will determine the trust you will have in the future. When the phone rings, it is essential to pick up the receiver within three rings and answer in a bright, clear voice. Introducing yourself first will increase the credibility of your organization.

Timing of receiving within 3 calls and greeting phrase

We've outlined the ideal times and phrases to use when answering a phone call.

point	Example phrases	Points to note
Reception timing	Answer within 3 rings	Too many calls will negatively impact your impression
First greetings	Thank you for calling.

Where are you from? | Always state the name of your organization and your own name | | Confirm your name | Excuse me, may I ask your name? | Repeat the other person's name | | Confirm the purpose of the call | May I ask your purpose? | Be polite in your speech |

• When receiving an email, be sure to state your name and organization name.
• Repeat the other person's name and purpose to confirm
• Using polite honorific language and being thorough in your interactions

When making a phone call, what to say first and what to say

When making a call, the first thing you say is also important. It is important to be considerate and not to interrupt the other person's work, and to communicate your purpose concisely. It will go smoothly if you start by stating the name of your organization and your own name, confirming the other person's situation, and then get to the point.

How to make a phone call, etiquette, and customer service tips

When making a phone call, use cushion words that convey consideration for the other person.

scene	Example phrases	point
first word	thank you always.

Where is your name? | In a bright and calm voice | | Confirm the other party | Do you have time now? | Give top priority to the other party's convenience | | Explain the purpose of the call | I'm calling about a request. | Explain the purpose of the call briefly first | | Thank you | I apologize for bothering you during your busy schedule. | Express your gratitude |

• Showing consideration for others with cushion words
• Communicate the purpose concisely, starting with the conclusion

Examples of smooth phrases to use when transferring or putting a call on hold

If you need to transfer the call or put the call on hold, it is important to be considerate and not make the other party feel uneasy. Be sure to clearly explain the situation and do not forget to provide interim reports.

scene	Example phrases	Points to note
When transferring	We will connect you to a representative right away, so please wait a moment.	Be sure to inform the situation
Person in charge is absent	Unfortunately, the person in charge is currently out of the office.

Would you like me to take your message? | Explain briefly the reason for your absence. | | On hold | Sorry for keeping you waiting.

We are currently checking. | We will periodically update you on the situation. | | When I return, | Sorry to have kept you waiting. | This is the name of the person in charge. | If you repeat your name, they will be polite. |

• When transferring or putting a call on hold, be sure to include an explanation of the situation and an apology.
• When making the other party wait, provide frequent interim reports
• After returning, he introduced himself again to show his politeness

When answering the phone in business Japanese, learning basic phrases will lead to smooth communication and gain trust. Be aware of the appropriate language and manners for each situation and practice them in your daily work.

A collection of telephone phrases for various situations [complaints, absences, and reservations]

Polite language patterns for when you are out and leave a message

When a business call is made and the person in charge is not available, it is important to respond in a way that gives the other party a sense of security.

It is important to choose the words you use when you are away depending on the situation.

situation	Suggested phrases	point
Person in charge is absent	"Sorry, Name is out of the room at the moment."	Use polite apologies
Message taking	"May I take your message?"	Check the other person's intentions
Return information	"I'll get back to you when I get back."	Present specific measures
Contact confirmation	"May I ask for your contact information just to be sure?"	Guaranteeing accuracy of information

Being courteous will help improve the image of your organization.

Techniques for those who are good at answering the phone when they are not at home

People who are considered to be good at answering the phone are known for choosing words that are sensitive to the other person's requests and feelings.

• Explain the situation concisely and respect the other person's time
• Repeat and thoroughly confirm the message
• Add a word to dispel the other person's concerns
• Use expressions that create a sense of trust, such as "Please rest assured that we will definitely pass this on to ____."

Attention to detail will help you gain trust in business situations.

Phrases and psychological responses to complaints and problems

When dealing with complaints and problems, sincere words and a calm response are required.

scene	Suggested phrases	point
apology	"We sincerely apologize for any inconvenience caused."	Apologies come first
Check the situation	"May I ask for more details?"	Careful listening
Response explanation	"We will check it immediately and get back to you."	Emphasizes the sense of speed
thanks	"Thank you for pointing that out."	Show a positive attitude

It is important to listen and show empathy to provide a sense of psychological security.

Examples of specialized language used when answering telephone calls in the medical field

When answering the phone in the medical and healthcare fields, it is essential to use polite language that is considerate of the users and their families.

• "Thank you for calling. This is ○○ at the reception."
• "May I ask how you can help me?"
• "The person in charge is currently working on this and will get back to you."
• "How are you feeling? Please don't push yourself too hard and ask for advice."

A word that shows empathy for the other person's position and gives them a sense of security will help build trust.

Business phone phrases for confirming reservations and appointments

When booking or confirming appointments, accuracy and clarity are key.

scene	Suggested phrases	point
Reservations	"Thank you for calling to make your reservation."	Express your gratitude
Date and time confirmation	"What month, date and time would be good?"	Prevent mistakes by repeating the content
When changed	"We will change the date and time to suit your needs."	Show a flexible response
Final confirmation	"We look forward to seeing you on the day, so thank you very much."	A polite conclusion

By focusing on the key points in a list format, anyone can respond clearly and accurately.

• Make sure you understand the other person's wishes
• Always repeat important points
• Use polite language to give a sense of security

Correct use of honorifics and language [NG examples and how to correct them]

When answering the phone in business Japanese, it is important to use the correct type of honorific language. In particular, when it comes to "humble language," "polite language," and "respectful language," it is necessary to choose the most appropriate word depending on the situation. If you are unsure of what to use, prioritize expressions that show respect to the other person and aim to be polite and respectful. The table below summarizes the types of honorific language commonly used in phone conversations and some typical examples.

kinds	When to use	Typical phrases
humble language	Your own or your company's actions	Please wait, ask, ask
Polite language	In any situation	Thank you very much.
honorific language	the other party or their actions	Come, do, say

By understanding the correct honorific language and using it appropriately depending on the situation, you can provide trustworthy telephone service.

Rules for humble, polite, and honorific language when answering the phone

When making a business call, it is necessary to use honorific language that shows respect for the other person's position. When answering the phone, use honorific language to show respect to the other person, and humble language when referring to yourself or your company's actions. Polite language is essential as a basic ending.

• When answering the phone: "Thank you for calling" "This is ____"
• When transferring the call to the person in charge: "I'll put you on ____" or "I'll call ____"
• When receiving a message: "I understand" or "I will pass on the message"

By using these different methods, you can respond in a way that gives the other person a sense of security and trust.

Taboos about saying "hello" and the correct honorific for the first greeting

It is standard to avoid saying "hello" when making business calls. Instead, it is considered good manners to clearly state the name of your organization and your own name. The first words you say on the phone are important for putting the other person at ease and creating an impression that you are trustworthy.

Examples of the right first words

• "Thank you for calling. This is your name."
• "Thank you for your continued support. Your name is."

Using honorific language like this will help you give the right impression in a business setting.

Common inappropriate language and phrases to correct immediately

Be careful of the language you often see on the phone. If you use the wrong expression, it can make the other person feel uncomfortable. The list below lists some common examples of what not to do and the correct phrases to use to correct them.

• "I understand" → "I understand"
• "Please wait a moment" → "Please wait a moment"
• "Who is this?" → "Excuse me, but may I ask your name?"
• "I'm not here right now" → "Unfortunately, XX is away from his desk"

By learning the correct phrases, you will be able to respond to phone calls more politely and pleasantly.

Examples of cushion words that make a strong impression

Using cushion words makes it easier to convey consideration and politeness to the other person. When answering business calls, it is recommended to use cushion words such as the following:

• "Excuse me."
• "Thank you for your trouble."
• "If you don't mind."
• "If you don't mind."

For example, using phrases like "Excuse me, may I ask your name?" or "I'm sorry to trouble you, but could you please wait a moment?" will put the other person at ease and greatly improve your impression. Consciously incorporating cushion words will lead to a higher level of telephone service.

Telephone response guide by industry and occupation

Examples of telephone response manuals for public institutions and government agencies

Polite and accurate telephone responses are required in public institutions and government workplaces. The basic rule when answering the phone is to first clearly state your affiliation and name. When answering the phone, it is important to pay attention to your choice of words and to listen carefully to the other person's questions and requests. If there is anything unclear, ask "please wait a moment" and always confirm before answering. If the content is complex, keep a record and clearly state the department and name of the person in charge before transferring the call. When receiving inquiries from outside, responding in a way that is considerate of the other person's position without being overly bureaucratic will increase trust.

point	Specific examples of wording
Specify your affiliation and name	"What department is this?"
When transferring	"Please wait a moment, I will connect you to the person in charge."
Checking any unclear points	"I'm sorry, but I'll check and get back to you."
Handling complaints	"We apologize for any inconvenience caused."

Basics and checklist of telephone answering for temporary staff

Temporary workers are required to answer the phone at various workplaces, so it is important to thoroughly master basic etiquette. First, on your first day at work, familiarize yourself with the person in charge and the job description, and check the telephone answering rules and language that differ from workplace to workplace. When the phone rings, try to answer within three rings. When answering the phone, be sure to remember four points: state the name of the organization, your own name, listen carefully to the purpose of the call, and leave an accurate message.

Telephone response checklist

• Keep your tone of voice light
• Clearly state your name and affiliation
• Ask the other person's name, organization, and purpose accurately
• If you have any questions, be sure to confirm by saying "I'll check."
• Take notes and convey messages accurately

Use this list to feel confident answering the phone wherever you work.

Courteous telephone response in the finance and insurance industries

In the finance and insurance industries, reliability and accuracy are particularly important. When responding to a call, you should always repeat the information to ensure it is correct. When making an inquiry, you should use polite, honorific language and be extremely careful when handling personal information. If an explanation is necessary, you should avoid technical jargon and provide an easy-to-understand explanation. If the other person seems anxious or dissatisfied, it is important to first convey words of empathy.

Supported situations	Examples of polite service
Information confirmation	"Just to be sure, I'll repeat your contact information again."
When you have to wait	"It will take a little time."
Handling of personal information	"Personal information will be strictly managed"
Handling complaints	"We sincerely apologize for any inconvenience caused."

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