How a Business Phone is Answered 

is an Important First Impression

When was the last time you phoned your business?

The first call to a business says everything about the company.  Is the person answering the business phone portraying a professional image?   

The conversation they have with the customer will shape their entire perception of the company.  

If you want that perception to be a positive one, here are a few tips to provide great telephone service and a positive first impression.

1.  Answer the call by the third ring.

2.  Have a standardized greeting that is polite and informative. Give a welcoming greeting and let them know immediately whom they are speaking with.

3.  When sending the caller to another extension, use the word “connect” and not “transfer.” Customers who are “transferred” frequently feel like they are being passed off.

4.  Ask if you can place the caller on hold and WAIT for their response.  If they answer "no", assist the caller.  Never put anyone on hold longer than 30 seconds.  In addition, thank the caller for holding.

5.  The proper ending of a call should not be rushed.  Always ask the customer if there is anything else you can help them with.  If not, thank them for calling and wish them a nice day. Use the clients name as it makes the entire experience more personalized. 

Finally, it is proper phone etiquette to make sure that the customer hangs up the phone first!

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Having great phone etiquette is an important starting point for providing a great customer experience. This initial contact could mean a lot when it comes to getting a picture of your business and what it stands for. 

Great phone manners make people feel better about doing business with you.

Please visit our website for more information about our programs.

www.itsallaboutetiquette.com or call 480 510-6346