Answer the call within three rings
The client might lose interest or hang up the phone if you allow the phone to ring too long. However, by answering the phone call right away, you acknowledge that their call is important to you.
Introduce your business and yourself when you pick up the phone
If there is an official greeting in your organisation, use it.
Answer the phone with a smile on your face
You’d be surprised, but a caller can tell the difference between when you are in good mood and when you can’t be bothered.
Speak clearly
Keep your voice at an even level during the conversation, paying attention to your tone of voice and your pronunciation.
Be prepared
Always have a pen and paper handy to write down important information during the call.
Listen carefully to the particulars being given by the caller
Ask the caller to repeat words which were unclear to you, or to spell words you are unsure of. Accuracy is very important!
Acknowledge the caller by name
The caller will likely feel more comfortable if you address him/her by name. Ask the caller’s name after greeting him/her if it is not given to you right away.
Clarify why you are going to put him/her on hold
Ask the caller if she minds being put on hold, so that you can get more information about her request or transfer her call to another person.
Looking to improve your speaking skills? Purchase the new Staff Training Receptionist CD with 11 tracks covering pronunciation, common call transferring phrases, vowels and consonants, and much more. Call (021) 839 3021 for more.