There are many situations where you will be asked to
answer the phone. Knowing the right way to respond appropriately and develop
good communication habits are important skills to learn. We'll show you how to
answer the phone in different situations.
Stay professional. When you answer the phone in the
office, you do not always know who is at the other end. This could be your
boss, a client, a colleague or even a wrong number. Answer the phone
professionally already asked to act as such, whatever the conversation you're
about to have.
Even if you have caller ID (also known as caller ID),
this could be your boss calling from the phone to a colleague! Answer the phone
with "Yeah, what? "Give people an impression of you unprepossessing
that you do not want them to have.
Concentrate on the conversation. Stop what you might
be about to and take a moment to prepare. "Bear Face" you want to
project before lifting the handset. It makes a difference whether you are
smiling, frontier eyebrows or be bored to tears, the caller will hear it in
your tone of voice.
Introduce yourself always. In professional situations,
it is necessary to answer the phone with your name and the name of the company:
"Hello, thank you for calling XYZ. Émeline to listen. What can I help you
with? "
If it is an internal call, and you know, you can meet
with your department name and yours: "Hello, this is the financial service
Lilou to listen. How can I help you today? "This will allow the other
person to know that he has the right person on the phone, and you are ready to
help. Keeping a friendly and lively tone will make the call much more enjoyable
for everyone.
In many business situations, there are guidelines to
answer the phone that all employees must follow. Always plan of sincerity,
regardless of the level of apparent stupidity of the telephone script. The
customer will be able to tell the difference between an enthusiastic tone and
simple and monotonous monotone reading of a script: "Thank you for calling
so and so, the best Internet business! "Sound ridiculous if you do not say
it with conviction!
Respond with an appropriate level of decorum. Try not
to talk too informal to time to see who is calling.
If the person does not show up, say: "May I know
your name? "This is a common practice not only to inform the caller that
it is treated personally but also to take his name notes that you need to
contact that person again or transfer to someone else.
Do not dive into gossip or personal discussions. There
is no place for this in a professional situation unless you are in conversation
with a colleague or friend.
Listen carefully. Discover why the person calls and
respond appropriately.
If the person the caller is trying to reach is not
there or is not available to talk, tell him: "I'm sorry Mrs. Claus, Mr.
Dupras is not available currently. Can I take a message? "
Make sure to take the name, phone number and the
subject of the person's call. This way, if an important call, the matter may be
dealt with as quickly and efficiently as possible.
Beware of information collection calls. If the caller
asks for details about yourself or about other people, think before responding.
Even if the caller gives a name and identifies its business, you should be wary
unless it is a trusted contact.
In a work situation, saying: "I'm sorry sir /
madam. The company policy does not allow me to give that information. Can I
have more details on the reasons for your application? "And assess the
situation from there.
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