Comments on: How to Answer the Phone Well at Work

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.

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.

on 8/7/2006 If the customer asks your hours over the phone, tell them your hours and add, "We look forward to seeing you." This is a great way to make the customer feel helped and at ease.

on 2/16/2006 Rather than say "Who is calling?", say "May I tell her who is calling?" This seems to give the caller a choice and sounds helpful of you.

on 12/8/2005 Don't forget to tell the person to have a nice day. Even if you don't care if they have a nice day or not.

on 11/22/2005 I like to say, "This is Adrienne," after the business name so the caller knows who they are talking to. Especially if you will be taking a message, or asking the caller for their name, it's nice to let them know who they are speaking with. Also, the accountability means I'm naturally more polite, even if I didn't really want to answer the phone in that moment.

on 11/22/2005 Standing while you are greeting someone makes it easier to be upbeat and you won't sound boring.

on 11/22/2005 Make sure you smile when you are talking on the telephone. Even if your not too enthused about the conversation (or the person), just fake it. You can always hear the difference in your voice if you are smiling.

on 11/22/2005 Use an uplift in your voice. Don't let it sound like the last thing in the world you want to do is answer this darn phone! It doesn't hurt to say "Good Morning" or "Afternoon" either.

on 11/22/2005 dial a smile dont phone a moan!!!

on 11/22/2005 Put a mirror near the phone to remember to smile. Especially if you are having a bad day, look at yourself and smile. It also helps to boost your self-esteem!

on 11/22/2005 Answering is only half the battle. Make sure the person the caller is trying to reach receives the message.