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Answer the phone with a positive attitude. Smile as you answer, your positive energy will seep through the phone.
Make the caller feel welcome and not as if they are interrupting your day. Depending on your work situation, if you are busy with another task and unable to concentrate on the phone call you may want to let it go to voicemail. Return the message promptly when you are able to provide full attention to the caller.
View each call as a positive opportunity rather than as a necessary task.
Avoid picking up on a caller's negative attitude. Listen, let them vent and then offer assistance. - Pick up the call within the first two rings. Take a moment to concentrate your energy and enthusiasm on the call rather than another task and then answer. Don't make people wait.
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Offer a pleasant, short greeting. This will draw the person into the conversation and make them feel more comfortable.
If you are answering a personal call, from someone you know well, you can tailor that greeting to the caller. If you are unsure who may be calling your personal number then answer professionally. You never know, the caller could be a recruiter looking for candidates for your dream job.
Work calls should usually be answered with your name, company name and an offer of assistance. "Good morning. Thank you for calling XYZ Company. This is Catherine. How can I help you?" Check with your company for any specific call answering guidelines. -
Listen to the caller. Gather information as to why they are calling and what they expect from you. Act on that information.
Monitor your tone of voice. For business calls, keep your tone professional, enthusiastic and interested. Personal calls will vary depending on the caller and situation. Keep in mind that the caller cannot see you to read any body language. The only sense they are using is hearing. Give the correct cues.
Avoid using company or industry jargon. Speak clearly and slowly. Confirm the caller understands your conversation. - Close the call with a "thank you" or a plan of action. Don't just hang up the phone. Make it clear the conversation is over. "Thank you again for calling. I will be sending you an email with that information later on today. Have a great day".
