Projecting a professional image at work is important for any professional success. Regardless of their position in the company, answering the phone is a job that almost every employee has to do. Answering correctly will allow you to give a positive tone to the phone call, help the caller feel at ease and allow you to answer their various questions with ease.
Part 1 of 2: pick up the phone
Step 1. Respond quickly
It is not polite to make people wait when you are in a company or in a professional setting. Pick up the handset and answer the call before the third ring.
Step 2. Put the handset to your ear
It's important to answer the phone quickly, but you should still be patient enough to actually place the microphone near your mouth. Do not start talking until you are absolutely certain that the telephone handset is firmly attached to you and your ear, so that the other party does not lose any information.
Step 3. Take a deep breath before responding
First take a deep breath before introducing yourself, once the phone is near your mouth. This will allow you to stay calm and in control, allowing you to come together and speak calmly.
Step 4. Introduce yourself and your business
You will need to make sure that your correspondent has called the right place and the right person, to do this it is important that you tell them who you are and what your business is. Be sure to specify the name of the business first. You might consider creating your own greeting so that you don't have to think about what to say when the phone rings and change it slightly depending on the circumstances.
- If you are working as a receptionist or switchboard operator, it is important that you have a good grasp of how the business operates, because you are the one who will have to help the caller get all the information they need. You can just say, "Hello, here WikiHow Enterprises, Joseph on the phone. What can I help you with ? This way, the correspondent will know who they are talking to and what your business identity is, giving them the opportunity to continue the conversation. If you work as a private secretary, specify the person for whom you work (for example: "Mr. Dupont's office, Joseph at the machine"), because it is possible that this is precisely the one that your correspondent is really looking for. join.
- If you are in a service, let the person know what you are doing so that they know what kinds of questions to ask. Identify yourself by saying "hello, this is Jessica from accounting". Let the caller know if they've reached the office or the person they want and if they should talk to someone else.
Step 5. Keep a notepad and pen near the phone
This will allow you to take quick notes in case the person wants to leave you a message or give you other information. Avoid making your correspondent wait time to find something to write.
Part 2 of 2: chatting on the phone
Step 1. Smile while speaking
Even if you're not in a good mood, just smiling and pretending to be can make the other party think you're nice. It may also help improve your mood.
Step 2. Speak clearly and professionally
Since you are in a professional environment, it is important that you and your correspondent can understand each other clearly and precisely. Speak calmly and use your own words to make sure the message gets across and that he gets it.
- Avoid using colloquialisms and slang like "yeah", "sure" or "nah". Instead, talk to him in clear words and expressions like “yes” and “no”. Whatever information you exchange with your correspondent during the dialogue, avoid any confusion between yourselves. Remember to use common polite phrases such as "thank you" and "you're welcome", if applicable.
- If you want to communicate specific information such as letters or phone numbers (such as a name or phone number) to the person, it can be helpful to have a good grasp of the phonetic alphabet. That way, you could avoid confusing letters that sound almost the same like "M" and "N", by applying helpful hints like "M for eating".
Step 3. Address the correspondent professionally
Use the person's name ("Mr. Smith") and not their first name, especially if you do not know the correspondent personally. Remember his name and address him using it during the conversation.
You might write the person's name somewhere as soon as they tell you so that you can remember it. This could prove to be very useful
Step 4. Transfer the call if necessary
If someone calls you at work, it is very possible that they are trying to solve a specific problem or have questions for a specific person. If you're not sure how to answer a question or concern, don't try to do so. Instead, suggest that they transfer their call to someone who will be better able to answer and help them. It will also show him that you care about his problem and are willing to help him solve it.
- The majority of office phones these days have a call forwarding device. Find out if this feature is available in your office and how it works. If not, take the number of the person your correspondent should call and pass the information to him.
- Please be as polite as possible when doing this and offer to transfer the call. For example, you can say, "I'm afraid I can't answer your question. Would you like me to transfer your call to Jacques, who can help you better? "
- If no one else is available, offer to take a message. Remember to pass this message on later.
Step 5. End the call professionally
You can let him know clearly and politely that the conversation is over and that he can hang up by simply saying "thank you" or "goodbye." There should be no confusion over whether the conversation should continue or not.
Let your correspondent hang up. He's got the call, so you have to let him get what he wanted when he called in the first place and end the conversation. If you hang up even though he isn’t ready to end the conversation, it may seem rude or you may be missing out on vital information
- Avoid answering your personal cell phone while on duty. You are at your post to work, not to chat with your friends. You may wait until the end of your working hours to answer your personal messages and calls.
- Avoid all distractions. Leave what you are doing and focus on the phone call so that the caller has your full attention. You should not appear to be distracted or too busy to answer questions and provide the caller with the help they need.
- Remember not to have anything in your mouth when you are on the phone. This means that you should avoid eating, drinking, or chewing gum. If you do this, the other person will have a hard time hearing you and will feel that you give them little or no importance.
- Be empathetic, stay calm and professional even if the other person complains or disrespects you.