The telephone is one of the most important tools for business operations. Answering calls in a professional and timely manner can help create a favorable impression of your company and build valuable customer relationships. Being able to answer the phone in a professional, courteous, and efficient manner can be a challenge for some, but with a few simple tips you can learn how to answer the phone with confidence. In this post, we will discuss the best practices for answering the phone in a professional manner. We will also provide helpful advice on how to handle difficult calls, how to take accurate messages, and how to use proper telephone etiquette. By following these tips, you can be sure to make a great impression on all your callers. So, let’s get started and learn how to answer the phone in a confident and professional manner.
- Try to answer the phone within three rings. …
- Answer with a friendly greeting. …
- Smile – it shows, even through the phone lines; speak in a pleasant tone of voice – the caller will appreciate it.
- Ask the caller for their name, even if their name is not necessary for the call.
How to answer the phone professionally
Many factors lead to a successful, professional phone call. While the customer service methods you employ during a call may vary depending on the company you work for and the person you are speaking with, professionally answering the phone is typically a standard practice. Here are 10 actions you can practice to become a professional phone answerer:
1. Answer by the third ring
It’s polite to answer the phone right away to avoid keeping callers waiting. When a call comes in, try to answer it after the third ring or, if you can’t, send it to voicemail to show courtesy for the caller’s time. In this way, you can promptly assist clients and customers.
2. Offer a greeting
Even though the common “Hello?” greeting is common and sometimes appropriate in professional settings, you might want to use a more specific greeting when taking calls for your company. For instance, you could say the name of your company, introduce yourself, and then inquire how you can assist the caller.
Example: “Good morning! Thank you for calling Dr. Johnsons office. This is Miranda speaking. How may I help you today?”.
3. Speak with a smile
Even though it may sound strange, smiling while speaking frequently causes a noticeable change in tone. Keeping track of your tone throughout a call can be difficult, especially if you’re juggling multiple responsibilities, which is frequently the case if you work as a front desk agent or customer service representative. So, try smiling when you greet the caller. By employing this technique, you can keep your voice polite, professional, and upbeat as you answer calls.
4. Be clear
Enunciating your words clearly can help you assist callers in a timely and competent manner. You might have to deal with bad cellular service, background noise, and muffled voices when you’re on the phone. These factors can sometimes lead to unclear calls. It will be simpler for callers to understand what you say the first time if you speak slowly and clearly, eliminating the need for you to repeat yourself.
5. Avoid slang
You should refrain from using slang and industry-specific buzzwords so that callers can understand you. On the phone with clients, replace informal expressions like “cool” and “no problem” with more formal ones like “very well” and “your’re welcome.” Aim to use appropriate, professional language rather than filler words like “um,” “like,” and “yknow” in your writing.
6. Be positive
Callers can feel welcomed and at ease if you keep your voice positive and upbeat. Try substituting assertive alternatives to “I don’t know” like “Let me see if I can figure that out for you.” If taking calls is a part of your job, it’s probably your responsibility to help customers by properly handling their inquiries and referring them to other coworkers or departments. Make sure you treat your callers with kindness and respect and that you take this responsibility seriously.
7. Ask before you put someone on hold
Customers may have to wait a long time before you answer their call if your company is overworked or busy. This is particularly true if your business initially screens calls using automated tools and menus. Therefore, it’s crucial to show respect for the caller’s time right away. Asking the person first before placing them on hold is one way to do this. When they comply, thank them and explain why you need to. This small change to your phone manners can greatly benefit your relationship with customers.
Example: “I understand your concern, Ms. Weiss. I’ll have to ask my supervisor if we can reschedule your appointment with less than 24 hours’ notice, but I’m going to check first. Do you mind if I put you on a temporary hold?
8. Take messages accurately
You might occasionally take messages for coworkers or superiors if your company doesn’t use voicemail. When you do, be sure to accurately reflect the calls’ details in your messages. This can prevent your coworkers from having to repeat information to a caller as you pick up where you left off. In general, accurate message taking can enhance customer or client operations for your business.
9. Know how to transfer and who to transfer to
Using phone systems properly can be difficult. Therefore, before attempting to answer calls, you should practice using all of the features of your company’s phone system.
It is especially crucial to use the transfer function correctly because you will likely use it frequently to transfer calls to colleagues who are better equipped to meet the needs of clients. Knowing how to use this function properly will help you make sure that calls are transferred to the appropriate person, along with keeping a current list of coworkers and their responsibilities for you to refer to.
10. Close on a positive note
Try to end the call with a caller on a positive note when you are about to hang up. This can be accomplished by expressing gratitude or best wishes. This can encourage customers to think favorably of your business and encourage them to contact you again in the future with any additional requests, inquiries, or issues.
Example: “Thanks for your call today, Mr. Weston. I hope you have a wonderful rest of your day. “.
Why is it important to answer the phone professionally?
For many organizations, including businesses, healthcare facilities, educational institutions, and more, the phone is still their primary means of communication even in this digital age. Frequently, a customer or client’s first impression of an organization is based on how the staff members answer the phone.
A caller may be more inclined to give you their business if you answer the phone politely. Additionally, they might feel at ease asking questions, identifying problems, and expressing loyalty to your business Therefore, it’s imperative that all employees of an organization receive proper training on etiquette and professional phone-answering techniques. By politely answering the phone, you demonstrate to the caller that you value their call and are interested in what they have to say.
Other helpful tips to consider when answering the phone
When answering the phone at work, it’s imperative to bear the aforementioned steps in mind. Consider these additional suggestions to help you make your calls sound even more professional:
Jobs for good communicators
Once you master effective phone manners, you might look into finding a job that needs this ability. Here is a list of options:
Speaking English – How to answer the phone
FAQ
How do you answer an incoming call?
Caller ID usually lets you know who is calling before you answer a cell phone. Even if the caller ID is hidden or private, it’s crucial to respond to the caller in a polite manner by saying something like, “Hi Steve, how are you?” Say, “Hello, may I ask who’s calling?”.
What to say when you pick up the phone?
Answer or decline a call When your phone is locked, swipe the white circle to the top of the screen to answer the call. When your phone is locked, swipe the white circle to the bottom of the screen or tap Dismiss to reject the call. Rejected callers can leave a message.
