The Best Way To Answer Your Business Phone

We've all had a bad experience of calling a business, where we've hoped for some good customer service and instead been fobbed off or even ignored completely. This can reflect very badly on businesses, so how you answer your business phone really matters. This article takes you through the most important things to think about when answering a business phone, as well as a couple of the biggest 'don'ts'.

The importance of answering promptly

One of the most important things to do is to answer your business phone promptly. No one likes being kept on hold for a long time, so it pays to make sure you have an adequate number of staff working on the phones to take care of your call volume.

Usually, it is advisable to answer your phone within three rings so that your customers are not kept hanging - if they are going to be kept waiting, you might want to put a system in place so that they know about it and can try calling again later.

Positive attitudes count

It almost goes without saying, but you need to be positive whenever you are answering your business phone. Even if you are having the worst day in the world, you need to keep your callers in mind - they might well be calling to buy something from you, and you wouldn't want to chase away a sale by being negative.

A cheery tone of voice really can make all the difference and, if a customer is calling up with a problem, a happy, can-do attitude right from the start can help to put them in a better frame of mind, too.

Make identifications clear

You also need to identify yourself when you answer the phone so the caller knows that they have got through to the right place. They shouldn't have to ask you who you are - make sure you answer the phone by wishing them a good morning or good afternoon, state the business name and your own name so that they know exactly who you are.

Also, it may seem like a small thing, but remembering to ask your caller how you can help them is also important, as it opens up the way for them to speak.

Professionalism matters

Never forget when answering a business phone that you are representing your company. Even if you have a very relaxed atmosphere in your office and you're on good terms with the person on the other end of the phone, you still need to be professional. For instance, don't use slang. Similarly, try and avoid professional buzzwords your callers are unlikely to understand. Simple, plain English and a professional manner are what matter.

Be accurate and on the ball

Finally, when you answer your company's phone, make sure you're on the ball. For instance, if you will need some customer details later in the call, it might be worth saying up front that you will require them so the caller isn't surprised later. Also, if you don't know an answer to a question - don't guess. Say you'll find out and make sure you get back to them about it as soon as you can.

You can't predict how every phone call will go, but answering your business phone properly should ensure that every call will get off to the best possible start.

Graham Baylis has been running his business for some 11 years now and hence realises the importance of answering that phone! With this in mind he is now working with one of the UK's top telephone answering service providers. See for more information on their call handling packages and associated services.

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