It is important to be polite and friendly when answering the phone, especially if you are talking to a stranger or at work. On these occasions, it's important to know how to respond correctly so you don't start the conversation off on the wrong foot. Answer the phone politely and speaking clearly, focusing on the call and keeping a professional tone if you are in a work environment.
Steps
Part 1 of 3: Business Calls
Step 1. Answer after 2 or 3 rings
When you get a call at work, let the phone ring 2 or 3 times before answering. If you let it ring more than 3 times, the caller may get impatient and feel ignored.
On the other hand, if you answer after the first ring, the caller may be surprised by such a quick response and may not have had enough time to organize their thoughts
Step 2. Prepare a professional greeting
When you answer the phone in the office, you won't always know who is on the other side - it could be your boss, a customer, one of your colleagues, or even someone who got the wrong number.
- A professional greeting like "Hello" or "How can I help you?" allows you to get the conversation started on the right foot.
- Even if you see the identity of the caller and think it is your colleague, do not take it for granted: he may still have lent his phone to someone else. Answer the phone with "Yes, what?" could give the interlocutor the wrong impression of you.
Step 3. Identify yourself and your organization
In business situations it is more appropriate to answer the phone by saying your name and that of the company. For example, you can say: "Thank you for calling Officina Rossi, I'm Chiara. How can I help you?".
Many offices have set rules for how to answer the phone, so be sure to follow those of your company. If you're not sure which ones are in your workplace, ask your supervisor
Step 4. Ask politely who is calling if you don't know
Often the person will not only tell you their name, but also provide information as to why they are calling. If you do not see the identity of the caller, you have not recognized the number or you have not heard what the person on the other line said, ask again by saying "May I know who is talking?".
Once he has introduced himself, correctly address your interlocutor with the title he provides. If he says his name and surname and you want to be more professional, just call him by the surname
Step 5. Speak directly into the microphone
Gently place the phone on your cheek and speak into the microphone, which should naturally be in front of your mouth. Don't worry about putting the microphone too close to your mouth or speaking loudly.
If the person you're talking to asks you to raise your voice, you can speak a little louder. Otherwise, keep your voice at the level of a normal conversation
Step 6. Avoid using dialectal or vulgar terms
When you answer the phone at work, you represent your company to the people you're talking to. Speak politely and avoid using slang, swearing or swearing. Even if the conversation gets heated and the person you're talking to is cursing, keep calm and be polite.
Of course, if you're talking on your personal phone with friends, you can be casual and talk like you would in a face-to-face conversation
Part 2 of 3: Personal Home Calls
Step 1. Respond in a quiet environment
If you are in a noisy environment, move to a quieter place or turn down the volume of your music or TV before answering the phone. You should be in a quiet enough place to be able to hear the person talking to you and that they can hear your answers.
A quiet environment will also allow you to focus better on the conversation
Step 2. Stop any other activity before answering the phone
Take a moment to collect your thoughts before responding. Do not get distracted, as this could lead to communication problems between you and the person you will be talking to. If you are free from distractions, your interlocutor will feel that they have your full attention.
For example, if you were surfing the internet or reading a book when the phone started ringing, stop this activity and just focus on the call
Step 3. Say "Hello" and say your name in a quiet tone of voice
If you do not know the identity of who is calling, you can add "I'm Michele". For a more formal answer you can say, for example: "This is Casa De Dominicis".
If you have recognized the identity of who is calling and you know it is a friend or family member, feel free to say "Hi Tommaso! How are you today?"
Step 4. Take note of what your interlocutor tells you if the family member they are trying to contact is unavailable
If they are trying to contact someone who is not at home or is not available at the moment, you can say: "I'm sorry, Mrs. Bianchi, my father is not available at the moment. Would you like to leave me a message?". Be sure to write down the person's name, phone number, and reason for calling in clear, legible handwriting.
If you don't have a notepad handy, ask the person to wait a moment while you go to get one
Part 3 of 3: Mobile Phone Calls
Step 1. Greet your interlocutor in a friendly tone
When you answer your cell phone, you generally immediately see the identity of whoever is calling you. Say something like: "Hi Simone, how are you?". Even if the number is private or hidden, it is important to respond in a friendly way, for example by saying: "Hello, who am I talking to?".
Since cell phone calls tend to be more informal than business or landline calls, you don't need to say your name when answering
Step 2. Ask the person why they called
If you don't know who is calling you, be nice by saying "How can I help her?" or “What can I do for her?” If you know her, you can say “How are you?” or something like that.
Even if you are familiar with this person, avoid replying in an unkind way. Don't say "What?" or "What do you want this time?"
Step 3. Speak clearly using your normal tone of voice
Don't worry about yelling into the microphone or over-spelling. Instead, speak slowly and clearly. If you shout or talk unnaturally, the person who called you may think you are angry or unwell.
If your interlocutor's voice comes to you weakly, turn up the volume using the keys on the side of the phone. If she is still low, ask if she can gently bring the microphone closer to her mouth
Step 4. Don't answer the phone while you're eating or chewing gum
If you're chewing gum or munching on something, wait a moment before responding to give yourself time to spit or swallow. Your mouth needs to be free and ready for conversation when you answer the phone.
Even if you are talking to a friend, they may have a hard time understanding you if your mouth is full of food
Step 5. Do not talk to anyone outside the call until the conversation ends
For the duration of the call, ignore all external distractions and give your interlocutor your full attention. Don't talk or joke with other people and also avoid trying to communicate silently while talking on the phone.
Even if the person you are on the phone with cannot hear the words you are saying to someone close to you, they will be able to understand that you are not fully concentrating on your phone conversation
Advice
- Always have a notepad and pen handy so you don't have to rush through them to jot down a message.
- If you are polite to the people you talk to on the phone, they will remember it. Say "please" every time you make a request. If the caller says "thank you", respond with a very warm "please".
