How to Answer the Phone Professionally: 10 Etiquette Tips

Answering the phone at a business is not the sole responsibility of the receptionist or front desk. Everyone at the office has the responsibility of answering the phones professionally. When every employee (including senior executives) answer the phone professionally, it tells a lot about the organization and its reputation. It immediately forms an impression with your customers.

Even though the majority of the communications are through email and text, phone calls are still a primary form of communication for any business and customers. You must answer the phone professionally as it will foster positive and valuable conversations with the caller, whether it is a customer, supplier or business associate.

The following are ten etiquette tips to teach you how to answer the phone professionally:

1. Phone etiquette

Telephone etiquette goes a long way in the business environment. How you answer the phone professionally can be one of the first steps to securing revenue for the organization. Believe it or not, poor communications over the phone can negatively impact the entire organization.

Be polite and courteous when answering the phone. Always greet the person, introduce your organization and then introduce yourself. Customers call because they are looking for answers or may want to acquire more information. The person at your organization that answers the call first will create an impression.

How the phone is answered, and the etiquettes used will determine if the potential customer will become a loyal one. Remember a positive interaction over the phone will increase the lifetime value for the organization.

2. Number of phone rings

A fast response time is essential to answer the phone professionally. If your organization does not pick up the phone within three rings, there is a possibility that you could lose the customer.

Always make an effort to answer the phone within three rings. All employees, including you must pick up the phone within a ring, if not, within three rings at most.

3. Answer the phone formally

The next most crucial tip is the method of communication. It should be formal, courteous and professional. Remember that it is not a personal call and avoid speaking to the customer as you would talk to a friend or close relative. That being said, understanding your audience and implementing a formal approach is vital for success.

Always use a formal, inviting and respectful tone. Begin with a greeting and then mention the organization and your name. Request customers on the assistance they are looking for so that you can transfer the call to the appropriate individual.

If you are a senior executive answering the call, you still have to maintain a formal approach with the same level of phone etiquettes.

4. Answer the phone with clarity.

Clarity is fundamental for you to answer a phone call professionally. Speak with clarity and speak at the caller’s pace. Sometimes callers want to skip the formalities and get right to the point. In situations like this, you don’t want to annoy them with a long formal phone approach.

Instead, keep your responses short and concise while maintaining a level of professionalism.

5. Listening skills

Phone communications can fail without the right listening skills. Sometimes it is difficult to follow the conversation, and you may feel awkward to ask the caller to repeat what they said. However, there is nothing wrong with requesting the caller to repeat their message, but ensure to request this politely.

You can apologize and say that you are having trouble hearing the caller and would appreciate it if they repeat the message. Use positive words and maintain a pleasant experience throughout the conversation. Listening carefully will help in navigating a smooth conversation.

6. Confidence

Confidence helps you to answer the phone professionally. When you are nervous, your voice can crack, and you can scrabble some of your words. Take a deep breath before answering the call. Speak slowly and clearly.

Eliminate the responses like ‘Uhh’, ‘you know’ and ‘I mean’. Keep it simple, to the point, while demonstrating professionalism. When you speak slowly and at a relaxed pace, you are already showing confidence.

7. Training

It is essential for all call centre staff to be trained in proper etiquette when answering the phone. Training is also important in other business settings as well. Coaching can help to ensure a polite and professional front that will ultimately create a positive image of the organization.

There are training centers that offer customized programs to assist with professional phone answering services. These training programs will teach you how to answer the phone professionally.

8. Avoid slang or casual words

Always maintain a formal approach and avoid any slang or informal words like, ‘yeah,’ ‘ok’ or ‘hey.’ This kind of vocabulary will be detrimental to the professionalism of your phone call.

There are casual words that maybe suited for personal calls, but may not go well with the caller during a professional conversation. Remember to stay formal and professional when you answer the phone.

9. Ending the phone call

You may start well with a positive and upbeat attitude, but if the customer is not in the best mood, you may be inclined to respond similarly. Remember to understand the caller and their concerns.

Continue a positive conversation and keep it cordial. Remember to end the call with a positive impression of your ability to maintain an optimistic and friendly conversation.

10. After hours calls

Even when the business is closed for the day, you want to ensure you communicate professionally with your customers. Find a company that offers extended hours of assistance.

Avoid an automated answering system and select a company that provides a real person at the end of the phone. Find a company that offers 24 hours call services, 365 days of the year. This way, you are sure that no calls are missed and no business lost.