The way you or your team answer the phone is an important aspect of how your business looks or the impression it gives to your potential or existing customers and clients.

You as the business owner should think carefully about what impression you want to give your customers and detail how you want your staff to answer the phone.

Answer The Phone Procedure

Once you have decided the most appropriate way to answer the phone for your business – document it and make sure everyone of your team member knows what is required.

This is critical. What is the point of creating this procedure if your team do not follow it. You also need to lead by example. Make sure you the business owner also answers the phone in the agreed procedure.

Here is an example of what may be an appropriate way to answer the phone.

Task – Answer the phone

Answer the phone – how to do this correctly.

Steps to be Completed

Step 1:

Answer the phone before it has rung 3 times if possible. Do not let it keep ringing.

Step 2:

Answer the phone like so: Good Morning/Afternoon.
Thank you for calling (Business Name ).
This is (Name) How may I help you?

Step 3:

Be courteous at all times.

Step 4:

You must answer the phone in a cheerful and enthusiastic manner.

Answering the phone gives a ‘first impression’ to the caller and it is important that you give an excellent impression at all times.

Step 5:

Ensure you take notes if required. Missing details is unprofessional and not acceptable.

Step 6:

If the caller asks for a person in particular, make sure you check to see if they are in the office before telling the caller they are.

Things to Remember

Always be enthusiastic and professional. Speak clearly and at a normal pace. Do not rush what you are saying and make sure you don’t mumble. Answering the phone correctly is a skill that needs to be mastered to maintain a high impression of this Company.

Make sure your ‘answering phone procedure’ is in your policy and procedure manual.

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David is a business owner that enjoys focusing on business systems to improve small business performance. He is passionate about providing easy to use systems to business owners to improve their own small businesses.