Phone Etiquette: Answering The Phone and Taking Messages

Phone Etiquette:

How to answer the phone properly:

1. Answer all incoming phone calls before the third ring.
1. Is it unprofessional to keep the caller waiting
2. Take a deep breath before speaking
1. To relax you
3. Introduce business and yourself
1. Speak clearly and professionally
4. When answering the phone be sure to do the following:
1. Smile
2. Be friendly
3. Be helpful and happy
5. Keep a notepad and pen close by to take messages
1. Keep messages as clear as possible
2. Make sure you have all the information
6. Address caller professionally
1. Sir, Ma'am, Mrs, Mr, Miss, Ms, and ect.
7. Transfer the person to the right person
1. Be sure you know the extension
8. Be sure to end the call professionally
1. Thank them for calling

A brief example on how your introduction should go.

“Thank you for call Essentials. This is Jenny. How may I assist you today?”

Using this as an example is great because it lets the caller know who they are calling, to whom they are speaking with, and that you can help them.

How not to answer the phone:

Answering the phone is not always the easiest thing. However, below are some brief examples on how you introduction should go.

• “This is Essentials”
• “Hello”
• “Talk to me”
• “Speak”

That not only comes off rude but also doesn't say who they are talking to. It is very important for your caller to know who they are speaking to. Also they come off as don't call here and you will lose your current clients and even potential clients.

Below is a link to a video that will help you with answering the phone properly.

Phone Messages!

Phone messages are great for the workplace. It helps you keep track of who called, why they called, and a call back number. It is very important that you take phone messages for anyone who isn’t in the office or just can’t come to the phone.

When taking phone messages be sure to do the following:

• Write down ALL caller information
• This includes:
• Call back number
• Name
• Reason for calling
• Also be sure to write your name down so if they have questions they know who to ask
• After the phone call is over re-read your message
• Ask yourself the following questions:
• Can you read it clearly?
• Can you understand the message?
• Did you write your name on it?
• Does it have ALL information on it?
• Then once you have check the message drop it off at that person's desk.

When taking messages for other co-workers you must remember that you’re the one who took the call, so they need to be able to read what you heard. It is important that you take the time to analyze the message to make sure the person who receives the message will be able to call back and greet them by their name, and have the knowledge of the topic of discussion. Below is a link to a youtube video on proper message taking

Tip: While every organization is different and may want their employees to answer the phone differently, and write messages down a certain way these few short steps should help you. Remember to smile, and be friendly!

Check out our example below of good and bad phone answering!