Our mission at Your Reception Desk is to make life easier for busy business people. One of the key ways we do this is by taking over the management of their phones when they need to get away from their desk. Over the past four years we’ve answered the phone for companies large and small, across a huge range of industries. During this time, we’ve learnt a lot about phone answering best practices!
We wanted to share a few of these best practices with you.
Reduce background noise
Background noise such as chat, meetings, and the radio can be very distracting for your callers. Show them that they’re important enough to deserve your full attention, and keep the noise down at your end!
Keep it simple
The greeting you use to answer the phone can set the tone for the whole conversation. Our advice is to keep it simple and professional. Good morning/afternoon/evening is a great start, and it’s a good idea to say the name of your company too. That way, your callers can be sure that they’ve reached the right place. Do be wary of making your greeting too long, however, as this can sometimes sound impersonal.
Be positive and polite
When you’re speaking to a customer on the phone, they don’t have the contextual benefit of seeing your body language. Voice tone can also sometimes be lost through the phone line, so it’s important to make sure you speak clearly, positively and politely. Our trick is to smile while we speak, as it does make a big difference to the sound of our voice.
Keep a record
If you’re taking messages for other members of your organisation, or if you receive a high volume of calls, keeping a record will be very important. We recommend having a dedicated notebook/digital file to do this in, and to keep each entry to the same format. This record will be very helpful when it comes to making sure calls are returned, as well as ensuring that no leads go unnoticed.