Do you have excellent telephone etiquette? It’s important for the image of the business you represent that the voice callers hear on the other side of the line is polite and knowledgeable. When someone calls, the way in which you handle the telephone call determines how the entire business is perceived. Share on X
Telephone Etiquette 101
A professional administrative assistant or receptionist should be attentive, polite, and patient. Even if you’re a remote or virtual receptionist, you should know and understand the business you represent. Here are more tips to make a good impression on callers:
Be Informed
You may not know the intricacies of the industry you work in, but you should know the basic jargon and terminology.
Consistency is Key
How you greet callers matters, especially as they become comfortable with you. Keep greetings polite, professional and consistent.
Ask Before You Do This
Before you put a caller on hold, ask them if that’s okay. Callers may be in a hurry or may just prefer to call back.
Don’t Interrupt
Listen attentively to the caller, taking care not to interrupt them – even if you feel they’re rambling or not making sense. Clarify things after they’ve finished.
Avoid Slang
It’s important to keep in mind that you should always use professional words and not casual slang. “Yes, please” not “Yeah, okay.”
Use the Hold and Pause Buttons
Callers don’t want to hear your conversations as you answer or transfer their call. If someone walks up to your desk, simply ask the caller to hold.
Thank The Caller
Even if the conversation was strained or brief, thank the caller for their time, and let them hang up first.
The Live-Answer Solution
Don’t have an on-site receptionist? Whether you own a small business that needs to present a professional image or you represent a corporate entity that needs things done right every time, a live answering service can help you with everything including scripting, call screening, call processing, message delivery, and quality control.
Contact Us to learn more about ensuring that a knowledgeable professional answers your calls every time the phone rings.