If you saw the movie Jerry Maguire, you might remember the scene where Renée Zellweger’s character interrupts Tom Cruise’s character to say those iconic words, “You had me at hello.”
Whether you’ve seen the film and recall the scene or not, it demonstrates a cornerstone principle of customer service: you can yap all you like, but a spectacular hello is usually what counts. 94% of people say a positive initial customer service experience encourages them to keep buying from you, according to Salesforce.
But what does a good hello sound like on the phone? What defines a great first impression? And how can you train a team so everyone always answers the phone the right way: with courtesy and professionalism?
If you’re interested in establishing the right call-answering framework for your team, here’s how to professionally answer the phone so you’ll have your customers at hello.
Answering the phone properly is an important skill in both your personal and professional life. When you pick up the phone to take a call, you are representing yourself and your organization. The way you answer and have a phone conversation gives the caller a first impression of who you are.
Many people don’t give much thought to how they answer the phone. But answering calls professionally requires practice and skill. With some training and effort, anyone can learn how to effectively and courteously handle phone calls.
In this comprehensive guide, we will walk through the entire process of answering calls step-by-step. Follow these phone etiquette tips to leave callers with a great impression every time you talk on the phone.
Steps to Answer a Call Professionally
Follow this simple 7-step approach when answering any call to ensure you come across as polite, friendly, and professional on the phone:
1. Answer by the Third Ring
When your phone rings, make an effort to pick it up by the third ring. This shows callers that you value their time and are organized enough to answer promptly.
Letting a phone ring four or more times before answering can give the impression that you are disorganized, busy with other tasks, or purposely avoiding the call.
2. Offer a Friendly Greeting
Start the call by greeting the person on the other end in a polite, cheerful tone. The simplest phone greeting is:
“Hello, this is [your name].”
If you are answering for a company use your name along with the company name
“Hello, this is Mary from ABC Company.”
This greeting immediately identifies who the caller has reached and that you are ready to assist them.
3. Speak with a Smile
Even though the other person can’t see you, they can hear a smile in your voice. So put a smile on your face before you answer to project a warm, upbeat tone. This creates a positive impression right from the start.
4. Be Clear
Speak slowly and enunciate your words clearly. Avoid mumbling or talking too fast, which can be confusing or frustrating for the caller.
Having to ask the person to repeat themselves multiple times is unprofessional. So articulate each word and pause between sentences.
5. Avoid Slang
Use proper language when answering the phone, rather than slang terms or casual language. Saying “Hello?” or “Yep?” is too informal for most business situations.
Stick to polite greetings like “Yes, this is he/she” or “How may I help you?” to maintain a professional tone.
6. Be Positive
Even if you’re having a bad day, avoid bringing any negativity to your phone greetings. Always answer with a positive attitude. This projects an image of friendliness and excellent customer service.
7. Ask Before Putting Someone on Hold
If you need to put a caller on hold to check something, always ask first. An appropriate phrase is “Would you mind holding for a moment while I look that up?”
Taking someone off guard by abruptly putting them on hold can seem rude. Asking permission helps make the experience more pleasant for the caller.
8. Take Messages Accurately
When taking a message for someone, repeat back the caller’s name, company name, phone number, and reason for calling to confirm you noted everything correctly. This saves the person you’re taking a message for from having to return a call asking for clarification.
Additional Tips for Answering Calls at Work
When receiving business calls, a few additional practices can help elevate your professional phone skills:
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Identify your company. When answering work calls, identify the name of your company after your own name. For example: “Good morning, this is Mary from Jones Accounting Company. How may I direct your call?” This lets the caller know they reached the correct company.
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Ask how you can help. After greeting a caller, ask “How may I help you?” or “How can I help direct your call?” This gets the conversation started on a helpful note.
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Have resources on hand. Keep directories, calendars, or notes handy so you can easily access information callers may request without having to put them on hold.
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Refer to callers by name. Repeat back and use the caller’s name during the conversation. People feel recognized and valued when you address them by their name.
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Listen closely. Focus completely on what the caller is saying without multitasking. Active listening shows respect.
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End politely. Finish calls by thanking the person or saying “Have a great day!”
Mistakes to Avoid When Answering Phones
While mastering the proper way to answer phones, also beware of these common mistakes that can leave callers with a bad impression:
- Picking up after 4 rings or more
- Sounding distracted or disinterested
- Fumbling because you weren’t prepared for a call
- Saying “Whaddya want?” or other overly casual greetings
- Putting callers on hold without warning
- Talking too fast or indistinctly
- Using slang or unprofessional language
- Getting the caller’s name or details wrong when taking a message
- Ending a call abruptly without a polite farewell
Avoiding these phone faux pas and sticking to the friendly, professional phone answering tips above will ensure you handle every call with courtesy and tact.
How to Answer Common Phone Greetings
You’ll get a variety of greetings when you pick up the phone. Here are some appropriate responses to the most frequent phone greetings you’re likely to hear:
“Is this [your name]?”
- “Yes, this is [your name].”
“May I speak to [your name]?”
- “This is [your name].”
“Is this the [your company] office?”
- “Yes, this is Mary at [your company].”
“Who am I speaking with?”
- “This is [your name].”
“Is [person’s name] there?”
- “May I ask who’s calling? I’ll see if they are available.”
“What company is this?”
- “This is [your company name].”
Responding politely and identifying yourself properly lets callers know they reached the right person and are welcome to state their reason for calling.
Phone Greeting Examples
Here are examples of professional phone greeting scripts using the tips above:
Formal Business Call
“Good morning, this is Mary Smith with Jones Accounting Company. How may I direct your call?”
Informal Business Call
“Hi, this is Bill from Bob’s Plumbing. What can I do for you today?”
Receptionist Answering for an Office
“Thank you for calling ABC Company. This is Sarah. How may I help direct your call today?”
Answering Personal Phone at Home
“Hello, this is Mary.”
Answering Your Cell Phone
“Hi, this is Bill speaking.”
Identifying Yourself When Calling a Company
“Good morning, this is Mary Smith calling from Jones Advertising Company.”
Set a Professional Voicemail Greeting
In addition to answering calls properly, take the time to record a polished, friendly voicemail greeting. This will showcase your professionalism to callers even when you’re unavailable to pick up.
Your voicemail message should include:
- Your full name
- Company/organization name
- Request for the caller to leave a message including their name, number, and reason for calling
For example:
“Hi, this is Mary Smith from Jones Accounting Company. I’m sorry I missed your call. Please leave your name, number, and a brief message about the reason for your call. I will return your message as soon as possible. Thanks and have a great day!”
Remember, Your Goal is to Help Callers
Answering the phone professionally is about making callers feel welcomed and assisted. Keep a helpful, friendly tone while getting the details you need to connect each caller to the reason for their call quickly and efficiently.
Mastering these phone skills will benefit you in all areas of life. The ability to handle calls courteously can lead to gaining clients, impressing employers, and building strong personal connections.
So put these tips into practice, be patient with yourself as you improve your phone manner, and you’ll soon be answering calls seamlessly. Before you know it, you’ll have mastered the art of professional call answering!
Tip #4: Avoid jargon to create clarity
There’s a reason for jargon in different industries and small businesses: it works. Jargon makes effective shorthand for concepts and phrases you’d otherwise have to repeat. But jargon’s disadvantage is that it doesn’t translate well to people outside your industry.
And when customers call you, they’re not always in your industry.
Try to craft messaging that’s more likely to appeal to all customers. Pretend your average customer isn’t hip to industry-specific jargon. Those who do know the jargon will still know what you’re talking about. Those who don’t? They’ll be able to follow along, too. A good first impression will quickly fizzle if customers have to keep asking you what you’re talking about.
Tip #12: Finish calls gracefully
Once you’ve solved the customer’s problem, don’t shove them out the metaphorical door. Ask them if there’s anything else you can help them with. If they say no, thank them for calling and wish them a great day.
This gives customers an additional opportunity to bring up more if they want. They’ll feel you addressed their problems and took the time to ensure there wasn’t anything else you wanted to sweep under the rug for expediency’s sake.
