The ability to be professional plays an important role in achieving career success. Almost all employees need to answer phone calls, regardless of their position in the company. To make callers feel comfortable, learn how to take good calls to make a positive impression and be prepared to answer questions asked.
Step
Part 1 of 2: Receiving Phone Calls
Step 1. Pick up the phone ASAP
When the office phone rings, it's not polite to keep the caller waiting. Before the third ring, immediately pick up the phone and say hello to the person calling.
Step 2. Hold the handset in front of your face
You may want to speak right away, but first make sure that the receiver on the phone is in front of your face. Speak when the receiver is in the correct position so that the caller receives complete information.
Step 3. Take a deep breath before speaking
After placing the phone in front of your face, take a deep breath to calm yourself and focus your mind before saying hello. This way, you can talk calmly while concentrating.
Step 4. State your company name and name
This method tells the caller that he is already connected to the company he wants to call. So make sure he knows your company name and your name. State the company name first. You can write down the words you want to say when you receive a phone call so you don't have to think about what to say when the phone rings. The wording can be adapted to the situation and conditions in which you work.
- If you work as a receptionist, provide complete information about the company because for the caller, you are the entrance to get what he needs. For example, greet the caller by saying, "Good morning/afternoon/evening. WikiHow's headquarters is here. I'm Nikita here to help." Through this information, the caller knows your company name and your name so he feels more comfortable to continue the conversation. If you are a private secretary, provide your employer's name (for example, "Mr. Miller's office is here. I'm Nikita at your disposal.") because the caller wants to contact your boss.
- If you are a staff member of a particular department, inform your position so that he can ask relevant questions, for example, "Good morning. I am Yesika in the bookkeeping department." This way, the caller knows whether he or she is connected to the department and person to call or needs to talk to someone else.
Step 5. Prepare stationery and notebook beside the phone
That way, you can immediately take notes if the caller wants to leave a message or provide information. Don't keep him waiting because you'll have to find paper and a pen to write on.
Part 2 of 2: Talking on the Phone
Step 1. Smile when you talk
Even if you're upset, faking a smile makes your voice sound more pleasant to the caller. Although forced, this method can improve the mood.
Step 2. Speak clearly and professionally
When working in a professional environment, make sure you and the caller are able to communicate clearly and straightforwardly. Speak at a slow pace and say each word with clear articulation so that the information you convey is understood by the caller.
- Don't say non-standard words, such as "nope", "sip", or "nah". Say each word clearly, such as "yes" or "no" so that both parties have a good understanding of what is being said. Be polite by saying "Thank you" and "You're welcome" as needed.
- If you need to share numbers or letters, such as names or phone numbers, learn the phonetic alphabet (pronunciation of sound). This way, callers don't get confused when you pronounce letters that sound the same, such as the letters B and P. When spelling Budi's name, pronounce the letter B by explaining "B of the Balinese word".
Step 3. Greet callers professionally
Instead of addressing the caller by first name, make sure you say "father" or "mother" before saying their name, such as "Mr. Jon," especially if you don't know the caller personally. Try to remember the name and say it throughout the conversation.
Write down the caller's name as soon as he tells you his name so you don't forget
Step 4. Connect the callers with other people if needed
Someone who calls a company or office usually needs help because they want to find information or are facing a problem. If you can't answer a question or come up with a solution, ask if he'd like to talk to someone who can help. This step shows that you care about the caller and want to help get the problem resolved quickly.
- Office telephones usually use the system to transfer calls. Find out if phones in your office are transferable and learn how they work. If not, find out the phone number of the person you need to call and share it with the caller.
- Ask the caller politely if you can connect him to someone else. For example, "Sorry, I can't answer your question. How about I transfer the phone line so you can speak directly to Pak Bambang? He can provide a solution." Make sure the caller agrees before you transfer the phone line.
- If the person who can help isn't in the office, ask if the caller would like to leave a message. Don't forget to convey the message to competent people.
Step 5. End the conversation professionally
Saying "Thank you" or "Good morning/afternoon/evening" is a way of letting the caller know that the conversation is over and he can hang up. Don't get confused about whether the conversation is still continuing or not.
Wait for the caller to hang up. If you're the one receiving the phone call, let the caller say everything he or she wants to say until they're done. You may come across as rude or you will lose information if you hang up when he is not done talking
Tips
- Don't take personal phone calls at work. You are in the office for work, not to chat with friends. If you want to chat or text a friend, postpone it until your lunch break or work time is over.
- Avoid distractions. To make the caller feel cared for, postpone the work in progress and focus on the caller. Don't get distracted or seem too busy to answer questions or provide assistance.
- Don't talk while eating, drinking, or chewing gum while on the phone because your speech will be difficult to understand and make the caller feel unappreciated.
- Even if the caller makes a complaint or is rude, show empathy, be calm, and give a professional response.
