Correctly answering the phone is a vital task for everyone, from CEOs to answering service employees. When you answer your phone, you are representing yourself, your company and, in the case of virtual receptionist services, potentially multiple companies. However, business telephone etiquette can be a difficult subject to master. You want to sound approachable, but not amateurish; professional, but not stuffy. Where to start?
There are some words that if removed will instantly make your phone shape much more attractive. Here are five phrases you may have seen receptionists use on TV, but are best left unsaid in the real world:
1. “I’m not sure” or “I don’t know.” Callers don’t expect you to be omniscient; They realize that you may be the receptionist, the virtual receptionist, or you just need to do some research to find the answer to your question. However, saying “I don’t know” immediately puts a negative spin on your answer. So, cut to the good side and offer to put the caller in touch with someone who does know:
“Good question! Let me see if Kim in our support department is available to discuss that with you.”
“That’s a great question! The owner would be the best person to talk to about it. Let me put you in touch with him.”
2. “She’s on the other line right now.” You don’t need to be a remote receptionist to see how this could lead to problems. Even if you are in the same office and can see the person on the other line, saying you are on the phone creates unrealistic expectations. They may expect a return call as soon as she hangs up, but she could be walking into a meeting, returning another call, or the call may be going on for another hour. You never know! Another potential problem: the caller can request to wait until the other party is available. If you’re not sure when you’ll be available, or if you work at a live call answering service and need to be available for other calls, things can get complicated.
3. “I can’t do that.” This may be the most hated phrase in all of customer service. Have you ever called your cable provider and the representative said “Sorry sir/ma’am, I can’t do that”? It is dead end street. Avoid this frustration in callers and try to think of what you can do and offer to do it. Instead of:
Caller: I would like to redraft my will. You can help me with that?
Receptionist: “I can’t. I’ll transfer you to the lawyer.”
Take out the “can’t” and put the kindness back in your answer:
Receptionist: “Let me put you in touch with the attorney. He will be happy to talk with you about making changes to your will. One moment, please.”
4. “Just dry.” A little casual and a little misleading (what takes just a second?), “Just a second” shouldn’t be in your vocabulary. Choose the more sophisticated “One moment please” and your professionalism will not waver for a moment.
5. “Wait, please.” You’ll need to put callers on hold from time to time to look up information, test someone’s line, or answer a (quick) call. Asking instead of telling will make the caller feel important. Try asking for permission with “Can I put you on hold for a moment?” The caller will most likely say yes as she feels taken care of, but if she refuses, she agrees or offers an explanation and alternative. “I need to look that up in our database, which might take a few minutes. Is it okay if I call you back when I’ve found the answer?” Being respectful of the caller’s time is always the right thing to do!
These are best practices, but even if you make a mistake and use one of these phrases, all is not lost! Remember that being friendly and willing to go the extra mile for your calls will always set the right image for your business and keep your customers coming back!