10 Aug How To Answer The Phone Professionally (17 Industry Secrets)

At CallNET, we answer the phone hundreds of times a day for our customers. We’ve been doing this for over 30 years and have perfected the art of professionally answering calls for our clients. If you need 24/7 phone answering services, we’re here to help. However, if you simply want to learn how to answer your own phone calls in a professional manner, then this article is for you.

In today’s business world, the way you answer the phone can make or break a customer’s perception of your company. A professional phone greeting sets the tone for the entire interaction and can significantly impact your business relationships. Whether you’re a small business owner, a receptionist, or anyone who handles calls, mastering the art of answering the phone professionally is crucial. Here’s a comprehensive guide to help you perfect your phone etiquette and create a positive first impression.

1. Answer Promptly

The first rule of professional phone etiquette is to answer calls promptly. Aim to pick up the phone within three rings. This shows that you value the caller’s time and are eager to assist them. If you’re unable to answer quickly due to high call volume, consider implementing an answering service to ensure no call goes unanswered.

2. Greet with a Warm and Clear Voice

When you answer the phone, speak clearly and use a warm, welcoming tone. Your voice should convey enthusiasm and readiness to help. Smile while you speak – believe it or not, callers can “hear” a smile in your voice, which can set a positive tone for the conversation.

3. Introduce Yourself and Your Company

Always start with a greeting followed by your company name and your name. For example: “Good morning, thank you for calling [Company Name]. This is [Your Name], how may I assist you today?” This professional introduction immediately informs the caller that they’ve reached the right place and gives them a point of reference for the conversation.

4. Speak at an Appropriate Volume and Pace

Ensure that you’re speaking at a volume that’s easy for the caller to hear without being too loud. Maintain a steady, moderate pace – not too fast that the caller can’t understand you, but not so slow that you sound disinterested.

5. Use Proper Language and Avoid Jargon

Use professional language and avoid slang or overly casual expressions. However, be careful not to use industry jargon that the caller might not understand. Your goal is to communicate clearly and effectively.

6. Practice Active Listening

Give the caller your full attention. Use verbal cues like “I see,” “I understand,” or “Certainly” to show that you’re actively listening. If you need to put the caller on hold or transfer them, always ask for permission first and explain why.

7. Take Clear Messages

If you’re taking a message for someone else, ensure you get all the necessary information: the caller’s name, company (if applicable), phone number, the reason for their call, and any specific message they want to relay. Repeat the information back to the caller to ensure accuracy.

8. Handle Difficult Callers with Patience

Not all calls will be pleasant. When dealing with angry or frustrated callers, remain calm and professional. Listen to their concerns without interrupting, empathize with their situation, and focus on finding a solution. Your composed demeanor can often help de-escalate tense situations.

9. End Calls Professionally

Conclude each call on a positive note. Summarize any actions you’ve promised to take, thank the caller for their time, and wish them a good day. For example: “Thank you for calling [Company Name]. Is there anything else I can assist you with today? … Alright, have a wonderful day!”

10. Continual Improvement

Regularly assess and improve your phone skills. Consider recording your calls (with permission) and listening to them later to identify areas for improvement. Seek feedback from colleagues or supervisors on your phone manner.

11. Be Prepared

Keep essential information at your fingertips. This might include a list of frequently asked questions, company policies, or a directory of departments and extensions. Being prepared allows you to answer questions more efficiently and reduces the need to put callers on hold while you search for information.

12. Personalize the Call

If you have a system that identifies repeat callers, use this information to personalize the conversation. Greeting a returning customer by name can make them feel valued and enhance their experience.

13. Manage Background Noise

Ensure your work environment is conducive to professional phone calls. Minimize background noise and avoid eating, drinking, or chewing gum while on the phone. If you work in a noisy environment, consider using a headset with noise-cancellation features.

14. Handle Transfers Smoothly

If you need to transfer a call, inform the caller before doing so and explain why the transfer is necessary. Provide the name and department of the person you’re transferring them to. If possible, give a brief explanation of the caller’s inquiry to the person receiving the transfer to avoid the caller having to repeat themselves.

15. Use Hold Time Wisely

If you need to put a caller on hold, give them an estimate of how long it will be and check back with them regularly if it’s taking longer than expected. Never leave a caller on hold for extended periods without checking in.

16. Follow Up When Necessary

If you’ve promised to get back to a caller with information, make sure you do so in a timely manner. This shows reliability and respect for the caller’s time and inquiry.

17. Adapt to Different Types of Calls

Different types of calls may require slightly different approaches. A sales inquiry might need a more enthusiastic tone, while a customer service complaint might require a more empathetic approach. Be flexible and adjust your tone and language to suit the nature of the call.

Conclusion

Mastering the art of answering the phone professionally is an invaluable skill in the business world. It’s often the first point of contact between your company and potential clients or customers, making it a critical component of your overall customer service strategy. By following these guidelines and consistently practicing good phone etiquette, you can ensure that every call contributes positively to your business’s reputation and relationships.

Remember, while these skills are essential, maintaining them consistently across all calls can be challenging, especially for businesses with high call volumes. This is where professional answering services can be invaluable, ensuring that every call is handled with the utmost professionalism, regardless of the time or day. Whether you choose to handle calls in-house or outsource to a professional service, the key is to prioritize clear, courteous, and efficient communication in every interaction.