How Should A Receptionist Answer The Phone?
A customer's first impression of a company is usually made by a receptionist. And if that's your job, maintaining a professional attitude is essential to everything you do. While receptionists carry out many tasks over the course of a day, their primary responsibility is to answer the phone.
For some, a friendly , helpful phone manner is effortless. It takes some work for others. If you identify with the latter, here are 9 guidelines that will have you answering calls like a pro in no time.
- Be on time.
See to it that there is always someone to answer phone calls. If not, your calls are probably going to voicemail. New business may be lost. The same may be true if calls are not answered promptly, ideally within the first 2 rings.
- Put your best face forward.
In other words, smile when you answer your phone. Be upbeat and be positive. Exercise patience with the demanding callers. Be respectful, and do whatever you can to meet the needs of the caller.
- Be polite.
Have a standard greeting and use it every time you pick up your phone. "Good morning, it's a wonderful day at [Office Name]. My name is [The name of the receptionist]. How can I help you with that? "Any greeting will do, just make sure it's professional and pleasant.
- Stay organized.
Take a detailed note. Pay attention to what time calls that came in and write the caller ID. Have a company directory at your fingertips for quick transfers. Maintaining a spreadsheet of other important numbers, such as maintenance, emergency contacts, office suppliers, caterers, etc.
- Be an attentive listener.
Practice active listening. Focus on what the caller is saying and quickly determine where to transfer them to best serve their needs.
- Communicate effectively.
Don't mumble, talk too quickly, or sound faded. Enunciate properly, speak at a comfortable pace, and help callers with energy and enthusiasm.
Take a moment to repeat the number of the caller back to him and make sure it's correct. If you don't know how to spell the name of a caller, ask him or her. Confirm the most important details of the call before forwarding the message to the intended recipient.
- Ask the caller for permission.
Before putting someone on hold, ask the caller if it's all right. "May I put you on a brief hold? "Will you please keep it? "And don't let the caller hang for a longer period of time. One minute of hold can make you feel like you're forever.
- Say thank you.
If the caller says they're going to hold, say thank you. If you're asking the caller to verify the information you've written, say thank you. And when you're going to end the conversation, thank them for calling.
Does Your Business Need a Reliable Telephone Receptionist?
Reliable Receptionist helps small to mid-sized businesses enhance their professional image, improve customer service, manage workload and convert callers to become loyal clients. At Reliable Receptionist, we not only provide simple answering services but you can be confident your company’s incoming calls will be immediately answered by one of up to five trained representatives assigned to your account. These virtual telephone receptionists are professionally ready to answer questions about your business, provide directions, capture critical lead information, schedule appointments, and forward calls to the appropriate department depending on your set guidelines. Let's Work Together! For more information or to request a quote and free demonstration, send us a message or call us today at (925) 627-4200.