Having a professional image at work is important for a successful career. The way a person dresses, talks and interacts with colleagues, clients and supervisors is fundamental. Answering the phone is a job performed by every employee, regardless of their position in the company. Answering the phone at work with a clear and positive voice will help those called to feel at ease and will promote a positive atmosphere.
Steps
Step 1. Speak slowly and clearly so the caller understands what you are saying
Your tone of voice must be cheerful, confident, enthusiastic and helpful. Callers cannot see you, so make sure your voice is inviting and calm. Pretend the caller is in front of you and smile. Smiles can often be picked up by voice. Avoid eating, drinking, or chewing gum while on the phone.
Step 2. Adjust speed and volume
Some people tend to speak louder than normal when they are on the phone. Use your normal volume and don't scream. Take a deep breath before answering the phone and speak slowly.
Step 3. Use a standard greeting
Your greeting must include something appropriate, such as "good morning" or "good evening". Thank the person for calling, say who you are, company name or department, and ask what you can help with.
Avoid giving too much information as soon as you answer the phone. Callers need to know who they are talking to, so provide the basic information they need. A clear and concise greeting could be: “Hello, thank you for calling ……. I'm Giovanna, how can I help you?"
Step 4. Be prepared
Keep a pen and a pad next to your phone to write down the information in case you need to transfer the call or do a search to answer questions from the caller. If you are a receptionist who answers calls for different people, keep their information and numbers next to the phone.
Step 5. Remember the name and address of the caller
Unless you know the person, use the surname, such as Mr., Rossi and Mrs. Bianchi. Write the name as soon as the person introduces you so you don't forget it during the conversation.
Step 6. Ask for permission before placing a call on hold
If you need to transfer the call or put on hold to find information or answers to the question, ask the caller if they are okay with it.
Advice
- Remember to avoid slang or acronyms that other people may not understand. Be empathetic, and remain calm and professional if the interlocutor complains or is rude.
- Avoid distractions. Stop doing what you were doing and focus on the call so that the caller has your full attention. You do not want to give the impression of being distracted or too busy to answer questions or give assistance.
