Not only the receptionist or the customer representative, but every staff of an organization should be able to answer the phone professionally.
A time will come when the person who is to answer the phone will not be able to do so, and someone else will take over in picking it up.
The phone is still the main way businesses contact customers, even in this digital age.
The first impression customers have for your business depends on how the phone is being answered and how they are addressed.
If you answer the phone professionally, the caller may be encouraged to give you their business.
They will be free to ask questions, give solutions, and be loyal to your organization.
Therefore, it is expedient that employees of an organization be trained on the nitty-gritty of how to answer the phone professionally.
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10 Proper Ways to Answer the Phone Professionally
Below are ways in which we can answer a business phone professionally. Follow this guide to develop a positive relationship with your customers and improve your business.
1. You Are to Answer an Incoming Call Before the Third Ring
You regard customers by picking up their calls immediately. Please send it to voicemail if you are unavailable rather than letting it continue ringing.
2. Greet When Answering the Phone
When answering the phone, greet the caller courteously and introduce yourself and your organization immediately and enquire how you can help the caller on the line
Example: Good morning! Thank you for calling Dr. William’s office. This is Stella speaking. How may I help you today?
3. When You Answer the Phone, Always Put on a Smile
As unusual as it may sound, it goes a long way in making us communicate with customers in a positive tone.
Also, be warm, friendly, and professional. This technique can help you maintain a positive tone throughout the conversation.
4. Speak Clearly So Your Caller Can Understand You Easily
Don’t talk to customers while eating, and avoid using vague or ambiguous words.
Moderate the volume of your voice, and slowly speak when answering the phone.
5. Control the Way You Speak When Answering the Phone
Don’t use slang or buzzwords like “yeah,” “okay,” or “no problem” instead, use professional words like “Certainly,” “Very well,” or “All right.”
Also, avoid fillers when you speak, such as “uh-huh,” “um,” and phrases such as “like” or “you know.”
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6. Always Use a Positive Voice and Vocabulary When Answering the Phone
When you are down, always be optimistic and focus on solving the customers’ challenges.
For example, instead of saying, “I don’t know,” say, “Let me find out about that for you.”
7. Always Take Correct and Accurate Messages for Colleagues or Superiors if Unavailable
If you don’t understand or can’t spell something, such as a person’s surname, ask the caller to repeat it or spell it for you. Then make sure the intended recipient gets the message
8. If the Call Is to Be Put On Hold, You Should Inform the Caller if It Is Okay to Do That
Provide callers on hold with progress reports every 30 to 45 seconds.
You can also make them choose by making Statements such as, “That line is still busy. Will you continue to hold, or should I call you back?”
9. Don’t Use a Speakerphone Except When Necessary
Using speakerphone makes the caller feel that you’re not fully concentrating on his call and that his call is not private.
You can only use it when you need more than one person to be in the conversation at your end, and you must also inform the caller before you put the person on speakerphone.
10. Try to End the Conversation on a Positive Note
You can do this by thanking the client or wishing them well. This can encourage clients to feel positively toward your organization and make them feel at ease in calling in the future to look into other requests, questions, or problems.
Example: Thanks for your call today, Mr. Richard. I wish you a wonderful day.
Employees are to be trained to follow these steps for better customer service and build and maintain a good reputation for the business.
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Every staff of an organization should be able to answer the phone professionally. Customers’ first impression of your business depends on how they are responded to.
Be warm, friendly, courteous, and remain positive whenever you’re dealing with clients over the phone. Try to understand their point of view and do all that you can to satisfy them.
Customers know when they are being treated respectfully and with care. This, in turn, will encourage them to want to do more business with your organization.