The receptionist gives the first impression of a company to prospects and customers. Any caller to the business will speak with the telephone receptionist before any other employee. Therefore, it is vital that the receptionist displays proper phone etiquette. Proper phone etiquette is important to convey professionalism.
Greeting
State the company's name when you answer the telephone. Smile when you answer. This will give you a friendly sounding voice. Say, "Good morning/afternoon, XX Company. How may I direct your call?"
Ask Who Is Calling
If the person wants to speak with an employee, ask who is calling. Say, "May I tell Mr. XX who is calling?" This will allow the employee to quickly gather any files or other information they need to help the caller.
Putting Callers on Hold
Always ask if you can place a caller on hold. Do not just put them on hold because they might think they have been disconnected. Say, "May I place you on hold for one moment?"
Apologize When the Call Cannot Be Put Through
If the person the caller wishes to speak with is unable or unwilling to take the call, make sure you apologize. Say, "I'm sorry, but Mrs. XX is unavailable at the moment." This assures the caller that the company cares about his business.
Be Polite to Difficult Callers
From time to time, you will receive a difficult caller. Maintain your poise and be polite. The caller may simply be frustrated about a situation that has nothing to do with you or the company. If a caller becomes agitated, politely tell him that you will find a supervisor and do so.
