Tips for Answering Phone Calls

2008-04-11 14:34:05

( Telephony )



You are How You Answer the Phone

People get their first impressions about others just within the first few minutes of a phone conversation. And even though you can't see each other, your tone of voice and choice of words are indicators of your personality.

The manner of answering phone calls generally depends on whether you are at home or in a professional environment. There are different sets of protocols for each type of setting.

Answering Phone Calls at Home

In a domestic setting, you can be more relaxed and informal in answering calls. A simple hello is sufficient, as long as it's done pleasantly. However, you should be a bit more formal if you are answering phone calls from people you don't know.

If the call is not for you, then ask the caller to hold. If the person being sought for is not available, let the calling party know right away, and then volunteer to take any messages. You can end the call with a goodbye.

Just as you do face to face, don't hesitate to use courteous words such as please and thank you. Even if the caller is a persistent telemarketer, you should still be polite and just apologetically state that you don't want their business.

When you need to place someone on hold or hang up, place the receiver down gently.

Answering Phone Calls in a Professional Setting

Office calls require more formality and detail. You need to give your organization's name and your own name upon answering phone calls. The caller will most probably leave messages if the called party is not available. Therefore you should always have a pen and paper handy to take down messages. Listen carefully and do not hesitate to request the person to repeat any part of his message. The message should contain the caller's name, contact number and reason for calling.

Remember that the way you handle the call will give the caller an impression of your organizational culture, and may make or break any potentially profitable business relationships.

Other Tips for Answering Phone Calls

If you are often out of your home or office, you should invest in an efficient call answering machine. You can use a prerecorded greeting that will request callers to leave their names, contact information or special messages for you or other members of your household. Better yet, create your own personalized recording.

You can purchase a good call answering machine with caller ID at any reputable appliance store for your home. At the office, you can use a call voicemail system, or forward all your incoming calls to another phone where you can be reached.

Make sure to retrieve all recorded messages as soon as you reach your home or office, and return all phone calls as promptly as possible. This shows the caller that you value their business, and that you deserve the same courteous and efficient treatment as well.


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