"Answering the phone" sounds like an easy task, right? But there's a lot of pressure to do it right. Each time the phone rings, it's an opportunity to make a good impression on someone on the other side, whether it's a customer, client, or guest. Often, this is the first interaction someone will have with you, so make it a positive one!
Phone Skills for Everyone
When you answer the phone, do you pick it up on the first ring? Second? Maybe third? What do you say when you answer the phone? How do you greet someone? These questions, and more, are answered in the following resources.
Sometimes it's not what you say, it's how you say it.
If someone's calling you, they're doing it for a reason. Listen critically to determine what that purpose is.
Juggling several lines can be challenging, and sometimes, you've got to put a caller on hold.
Sometimes, the person on the other end of the phone would like to speak to someone else. When you take a message, be sure to get the critical details.
We've all been in that situation where our call is being transferred -- and then it gets dropped, leaving us feeling sad, frustrated, and unimportant. Prevent this from happening to your customers by transferring calls effectively.
The end of the call can be just as important as the beginning. Keeping it professional, while still personable, can be tricky.