What Is The Most Professional Way To Answer The Phone?
Professional Ways to Answer a Business Phone
It takes a high degree of professionalism and trust to work in a small business in a role that includes inbound telephone calls. If your job involves answering the phone and handling calls from customers, suppliers, or other companies, the way you answer the phone can directly affect the performance of your business. You are responsible for having the first impression that is suitable, making your phone skills highly relevant.
Before answering it, stop making the telephone ring more than two or three times. At the moment, interrupt whatever else you do to take the inbound call. Never let a call into the voice mail system if at all possible, as this can frustrate customers.
To create a positive experience during a call, the pace, pitch, and tone of your voice are critical. React with a relaxed and friendly tone to the phone. With just enough information to let the caller know if he has reached the right destination, keep your greeting short yet detailed. Usually, saying "Good morning" or "Good afternoon" rather than "Hello" is considered more formal in business environments. It is obvious that your name is accompanied either by the department you work in or the name of the organization. For example, "Good morning. This is John with XYZ Company. How may I help you?" is an appropriate greeting, as opposed to an overly lengthy, drawn-out greeting like "It's a nice day here at XYZ Company! You've reached John in the HR Department. How can I be of service to you?"
Listen to the reasons of the caller for calling you. During his explanation of the situation, stay quiet, and do not disturb. Recognize your view of the problem at hand and, if necessary, reiterate the key points. Ensure that the caller addresses his problem or concern correctly, or moves the call to the right destination.
Stop prolonged discussions that require the exchanging of pleasantries. Although it is often considered necessary to make minor small talks about the weather or any other trivial topic, if they result in wasted time, do not participate in such discussions. Understand that on the telephone you can be polite but not friends with individuals.
End the call with an optimistic declaration. When you have answered the caller's dilemma or decided how to proceed, complete the call promptly and respectfully. Thank the individual for contacting you or your company, then hang up. Say, for instance, "Thanks for calling Mr. Howard. Have a good day."
By Jeffreymendel Jeffrey Nash - Own work, CC BY 3.0, https://commons.wikimedia.org/w/index.php?curid=50308966
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