Businesses receive hundreds or thousands of calls each year. How you answer each call could have an impact on the outcome: you could end up with a new happy customer, a potential business partner, or, if the experience is negative, a call could ruin your reputation. The art of answering the phone dates back to the invention of the telephone by Alexander Graham Bell in 1876. Did you know that the first phone greeting was “Ahoy?”

Today, with the advancement of technology and short-form communication such as text messaging, many consider the art of answering the telephone lost. But fear not, we are here to share tips for not only answering your business calls politely but also turning each interaction into a brand-building tool. 

Did you know that business call etiquette begins before a phone call takes place and ends after you hang up your phone? How you prepare for a phone call will set the tone for the rest of the conversation. If multiple people at your office answer phones, set some guidelines so that each caller receives a consistent experience. Here are some guidelines to ensure a positive business interaction on the phone: 

Who are your typical callers? Are they new parents calling your pediatrics office because their infant is running a fever? Are they financial clients asking about the status of their tax returns? Or, do you receive calls from vendors or contractors inquiring about accounts payables? Are your calls coming during the morning, lunch, or afternoon? Set yourself up for success by starting with the appropriate mindset for each type of audience.  

Answering a telephone call on the first ring might be a surprise to the caller. They may not have had enough time to formulate their thoughts. Conversely, letting the phone ring longer than 3 rings might make the caller concerned that you are too busy. Ideally, answer the call after two rings.

When you answer, give them your undivided attention. You should not be chewing, drinking, listening to loud music, or talking to others when you pick up. Imagine yourself on the other end of the call: how would you feel if you heard loud noises or parallel conversations in the background of your call? 

Here is a quick and fun tip: smile before you pick up the phone! Even though the caller can't see your smile, they can often hear it in your voice. Smiling helps to convey warmth, friendliness, and positivity, which can set a positive tone for the entire conversation. It can also help you feel more relaxed and confident, leading to better communication throughout the call. And, smiling and positivity are infectious! 

Use a professional greeting that includes the name of your business, and use phrases such as, “How may I help you today?” For instance, “Thank you for calling Fraser’s Plumbing Service, how can I help you?” Or, “Good morning! Simpson Law Offices, how may I direct your call?” It shows that you are ready to help and establishes a professional and courteous tone for the conversation. And, it reminds the caller that they’ve reached the right number.

During the call, each party should have the appropriate time and opportunities to talk. Speak clearly and at a moderate pace, using professional language and avoiding slang or jargon that the caller may not understand. Avoid talking over the caller; be sure to take pauses and allow them to finish their sentences and leave room for any questions they may have. If taking a message, repeat important information back to the caller to ensure accuracy. If necessary, double-check the details and ask clarifying questions to gather additional details.

Listen attentively to the other party without interrupting. Active listening is where you make a conscious effort to hear not only the words that another person is saying but, more importantly, the complete message being communicated. Take notes if needed to ensure you capture important information accurately. Acknowledge the speaker with verbal cues such as "I understand" or "Please continue" to show you're engaged in the conversation.

 

Use polite language and maintain a positive attitude throughout the call, even if the caller is upset or demanding. Thank the caller for their patience and cooperation. Even if you don’t have the answer they are looking for, or cannot offer a resolution right away, show empathy and professionalism. “May I place you on a brief hold while I look that up?” is one example. If you need to place the call on hold repeatedly, you could say: "Thank you for bringing this to my attention. I understand your concern and appreciate your patience.” “May I give you a call back after speaking with my supervisor?” is another commonly used courteous answer.

Don’t underestimate the importance of telephone etiquette when it comes to inbound calls to your business. If you find that you are too busy or distracted to give each caller your undivided attention, it may be time to outsource your calls to a professional 24/ 7 live answering service. Although phone answering agents represent many businesses, they are professionally trained to follow the etiquette and protocol of each client for the best customer service. When they answer a call on behalf of your business, they can take a message, transfer the call if it’s urgent, or follow other specialized workflows if needed. Some answering services even offer value-added options, such as appointment scheduling, lead intake and bilingual call support, which goes even further to ensure a positive caller experience. 

Remember, answering a call from a potential customer or partner is a privilege. Give each caller the benefit of your time, attention, and positive attitude. Common courtesy and etiquette will go a long way to growing your business and spreading the word about your excellent customer service. Make every call count, and watch your business flourish.