How to Answer the Phone Well at Work

Clarity, conciseness, cheerfulness and good manners are key when answering the phone at work.

Difficulty: Easy

Instructions

Things You'll Need:

• Telephones
• Personalized Stationery
• Phone Message Pads
• Spiral Notebooks
• Writing Pens

1. Speak clearly.

2. Use the company's preferred greeting, if there is one. If not, state the name of the business.

3. Be polite and responsive, giving the caller your full attention. Remember that at that moment, you're the company's representative.

4. Be as helpful as possible, even if it's not exactly your job to answer the phone.

5. Learn how to use the phone's features smoothly.

6. Ask permission first if you must put the caller on hold: "Would you mind holding for 1 minute?"

7. Don't forget the caller is waiting. Ask them periodically if they'd like to continue to hold, call back or leave a message.

8. Transfer the caller to someone who can help, if you can't.

9. Take a good message, if applicable, and pass it on to the recipient.

10. Thank the caller.

Tips & Warnings

• A good telephone voice is cheerful and professional.
• Again, when you answer the Acme Magic Trick Company phone, you are the voice of Acme Magic Tricks, so don't cut them off, hold them up or put them on the spot.

[CarterYA]

on 7/11/2008 Another good tip for handling a call. Instead of asking the caller to tell you why they are calling, try saying,” Will Mr. /Mrs. (blank) know what this is regarding?” Then based on their answer, you will know the next comment you need to make.

[AdWoman]

on 11/1/2007 Put a mirror on by your phone, so you remember to smile when you pick it up. There is a real art to answering the phones. It can mean the difference between someone just "shopping" around in an already crowded market, or them choosing you before calling any other competitor. Thank you for your tips and comments.

on 9/13/2006 I am very polite when talking on the phone with customers. I find that most of the time the caller says "Thank You" right before I transfer the call. When you reply with a "Your Welcome," you make the customer feel important, and that's important to a company.

on 8/8/2006 Too many times I hear people mumble. They don't make a word of sense and it's frustrating. Mumble means: To utter indistinctly by lowering the voice or partially closing the mouth.

So don't do it.

Speak calmly, slowly, loud enough so the can hear you, get to the point (no one likes a life story) be confident, radiant and speak positively by using words like defiantly, absolutely, brilliant, fantastic etc. It makes you and the person your speaking with feel better.

If you feel under pressure from a customer, don't sink to their level. Just keep your composure, focus and take some good deep breaths, blowing out that anger and frustration building up inside you. Just relax.

on 8/8/2006 Don't offer an apology if the party that the caller is trying to reach is unavailable. It is not your fault and more often than not, I have found that an apology just opens up the situation to an angry outburst from the caller. Just state that the person they are trying to reach is unavailable and offer to take a message or a transfer to voice mail.