This week’s blog will take a look at an often-requested topic of discussion: how to answer the phone at work.
Of course, there are many approaches to the practice – ranging from professional to Buddy the Elf (who we admire for his creativity and expeditious approach to office procedures). Your own office likely has its own rules for how to say “hello” to incoming customer calls.
We’ll provide a few examples here for your own exploration. Feel free to add them to your office script or incorporate them into your own freestyle method of handling calls on our Business Phone System.
How to Answer the Phone Professionally
In order to create a consistent image, many businesses have their employees follow a standardized method of answering the phone. Their approach for how to answer the phone at work prioritizes consistency and professionalism in order to best address customers.
This can be an excellent asset when used properly. Consider what a business of your own size might say to an inbound caller.
Small businesses and entrepreneurs may wish to answer the phone in a standardized, professional manner to make themselves look more established then they actually are.
Image is everything, so why not emphasize that strength? You can try either of these scripts to fill the room with your presence:
Hi. This is Stephen from XYZ Corp. How can I help you today?
Hi. This is Stephen from XYZ Corp. How can I direct your call?
Although these scripts are short, they carry a lot of weight. Each one introduces the caller to the speaker (Stephen) and company name (XYZ Corp.), and each one gives the caller some type of direction (either to state their purpose or to determine the direction in which their call needs to be routed).
Many of these same types of qualities can be found in the Auto Attendant Phone Script Examples blog where we list additional scripts for use in your automated teller. You may want to consider use of the Auto Attendant, depending on your business’s situation. Whichever style of call handling you prefer, however, there’s no substitute for direct, dense messages that let the customer know you’re able and willing to assist them.
One sentence can make you appear capable of handling any task your larger counterparts are already trusted to handle.
Midsize and Large Firms
Larger businesses demand call routing that works efficiently. When an auto attendant isn’t in use, a live receptionist can make proper use of Ring Groups and a well-placed script to give customers a quick path to the proper departments.
How to answer the phone professionally in an enterprise? Try this:
You’ve reached BIG Corp – your source for paper and ink. This is Stephanie. How can I direct your call?
Thank you for calling BIG Corp. This is Stephanie at the reception desk. How can I help you today?
In both these cases, the script gets to the point and offers the customer essential information about the person and office they’ve reached. The scripts here are snappy and personable. They should be effective at giving the caller a sense of place and at giving the receptionist a good starting place for routing the caller to an appropriate location.
Creative Ways to Answer the Phone at Work
The scripts we’ve introduced here can be molded to fit your own business. You can include or omit persons’ names, company names, and stated locations. Furthermore, you can be as formal or informal as you please.
We do hope that you’ll always focus on the customer. They’re the most important part of the “How do I answer the phone at work?” discussion since they’re the ones seeking information from you.
That said, we’re completely fine with you loosening your tie a bit. Kick off your shoes. Or put on some elf shoes and try to answer the phone like Buddy the Elf.
How to Answer the Phone Like Buddy the Elf
Buddy, from the movie Elf, is shown answering a phone at this father’s office with this line:
Buddy the Elf. What’s your favorite color?
Buddy’s direct. He introduces himself without stammering. He engages the customer without skipping a beat.
It’s an excellent script. While it may not have worked out in the movie – since Buddy is swiftly removed from any area with phones – you can find some redeeming qualities in his no-nonsense approach to customer interaction.
Be Direct but Creative
We hope that you can also find some holiday cheer in your inbound calls this holiday season.
We’d certainly love to hear about your own use of the line, “What’s your favorite color?” But you don’t have to be that ridiculous to make your customers smile.
Maybe ask callers how their day is going. Or start your script with a little of your own playful humor.
If you stay on-point, you can give customers a bit of a laugh while also giving them quick access to your business. What are your creative ways of answering the phone at work?