Here are a few of the questions we hear most, paired with our favorite responses: Questions like these are usually a caller’s polite way of asking “will she talk to me?”. Three rings is an all-around rule but what the rule actually conveys is to answer each call as quickly as possible. How Should Receptionists Answer the Phone? Updated December 31, 2018. Whether you are a local client or across the U.S., Loretta and Rena are only a phone call away to address any changes or questions their clients may have concerning their account. Phone should be answered within three rings. Make Phone Etiquette a Priority When it comes to our health, we expect our doctors and nurses to follow the highest standards possible. Tact is something learned over time, with a lot of practice. This makes exceptional customer service vital for receptionists and customer service agents, and why they must be properly trained to handle professional matters when taking telephone calls. This phone skills training e-learning course teaches students the importance of telephone etiquette and the role it plays in creating a favorable impression on customers. At home, answer the phone with "(family last name) residence"; greet the caller according to the time of day. Smile and speak; Listen to the caller; Never interrupt a caller duties and responsibilities of a receptionist, Simple Tips For Creating An Engaging Online Dating Profile, The Introverts Guide To Overcoming Fear At Networking Events, Online Dating: Icebreaker Questions That Get The Answers, What Is Your Travel Style Based On Your Myers-Briggs Type? This simple phone script hack can (1) stop people from price shopping your law firm, and (2) turn incoming phone calls into customers. Another blunder that phone receptionists do is that they assume that they have understood what the caller is trying to say, even before the caller finishes his or her sentence! Basic etiquette . Here are a few pointers for tactful telephone etiquette for receptionists: Slow … Telephone etiquette is especially important in competitive industries because if you don’t do it right, the customer has other options to choose from. You’ve heard time and again about the importance of making an excellent first impression. Rather than answering common caller questions about someone’s availability with a yes or no or I’m not sure, try saying Let me try her line for you. The extra information will be helpful to your co-worker, and the extra question will show the caller you care about giving them a standout customer experience. Answering phone calls and greeting visitors are two of the most common duties for receptionists, and both require proper etiquette. Usually, clients call back for repeat business because they are familiar with the way you function. For many customers, the first impression they have of your company is directly tied to the person who answers the Company policy might require receptionists to use a predetermined telephone script when receiving calls and contacting different types of clients. They cannot see your face or body language. Necessary cookies are absolutely essential for the website to function properly. Well, if you’re thinking about a career as a receptionist, that’s what you’ll regularly be doing. For example, if the caller asks you to transfer the call to Ms. White, and you end up asking the name again because you just weren’t paying attention, the impression of you and the organization that you work for would be ‘unprofessional’ and careless. Sure, there’s no way to guarantee that your co-worker will return the call at the specified time, but there’s always a way to say it better! First impressions do count, and your behavior and attitude matters. We also use third-party cookies that help us analyze and understand how you use this website. Sit or stand up straight. We’re here to help! We shall be discussing the phone etiquette that should be followed by a receptionist so that the customers feel welcomed and important. Receptionist Tips For Answering Phone. Since receptionists are typically the first people clients see or speak to, businesses are often judged based on the skills (or flaws) of their gatekeepers. For example, mastering some great answers to common caller questions is a surefire way to step up your answering game, while improving your customer experience! This is something you must never ever do! Some people just rush to put a phone down as soon as the conversation has ended, but a receptionist should never be in a hurry to put the phone down. These qualities are required because a receptionist is the interface between an outside customer and the organization. Telephone etiquette is a basic part of customer service. Yes, I know that the caller can’t see you smiling, but then it is a fact that when you smile and talk, your voice seems to sound more welcoming and cheerful. There is always a yes, instead of a ‘ya’. Your phone answering skills can kill your entire sales funnel. Next, you might make your reply extra helpful by offering to have the call returned at a convenient time. Therefore, you always need to be polite (even when the customer is angry, may be due to a bad experience with the previous person he or she spoke to) to each and every customer and pay close attention to his or her needs and requirements. Answer the phone, thank the person for calling and then ask them politely whether it is alright if you put them on hold for a few seconds. Fortunately, this doesn’t preclude you from being helpful and sounding confident! Receptionists are typically responsible for dealing with the phone calls -- and sometimes the generic emails -- that come into a workplace. When the phone rings, it’s best to put all other office duties aside and focus on the incoming call. First, the receptionist should answer phone calls quickly. Business Unusual: To Gate or Not to Gate? Basic etiquette . There are plenty of opportunities to land a Telephone Receptionist job position, but it won’t just be handed to you. Ensure that whenever you answer the phone, whether it's an internal or … Beyond the Trend: Finding Long-Term Success as a Virtual Practice. All Rights Reserved. Whether you're a virtual receptionist just starting out or you're a seasoned veteran, you know it's important to practice good phone etiquette. The main job of a receptionist is to either answer certain business queries and information, or connect the call to the correct person. Crafting a Telephone Receptionist resume that catches the attention of hiring managers is paramount to getting the job, and LiveCareer is here to help you stand out from the competition. Also, if you feel like coughing, or sneezing in the middle of the conversation, always press the mute button and do so, instead of sneezing and yawning right on the caller’s face when he is trying to talk to you. An off-putting interaction could sour a client relationship or jeopardize a business opportunity. Your mannerisms, tone and even facial expressions when answering a call could mean the difference between a satisfied customer and one who ends up taking their business elsewhere. Sometimes when I phone a company the receptionist greets very nicely and professionally, but once the calls start getting transferred to different people all professionalism goes straight out the door. How to change someone’s mind—in sales objections and beyond. Though the caller cannot see you physically, he can definitely sense your absence and lack of attention from just the way you talk! If you don’t know the answer and your crystal ball is out of commission, this type of question can throw you off your game. I just got a receptionist job at a local salon. Speak with a Smile The first and foremost thing that you do when you make or receive a call, is to greet the … You should look to make a professional and welcoming impression at all times, even if you are busy with other tasks. First, the receptionist should answer phone calls quickly. From time to time, we would like to contact you about our products and services, as well as other content that may be of interest to you. For instance, if you have to check on something for the customer, say "just a moment," not "hold on a sec". Receptionist Etiquette: 5 Things to Avoid Saying on the Phone . Chances are, they will still be able to comprehend what you Whether you're a virtual receptionist just starting out or you're a seasoned veteran, you know it's important to practice good phone etiquette. Avoid extremes in volume. Accuracy is one of the most important attributes of an efficient receptionist. Your receptionist might say something like, “That’s an excellent question. Most of the customers or leads will hang up if they have to wait for you to pick up the phone for more than three rings. What is the best number for a return call? Telephone Etiquette In The Workplace . Share It. Let me put you in touch with the best person to answer it. A medical office receptionist contributes greatly to the success of a practice. Customer Service Phone Etiquette Guide . When you can’t avoid the hold button, follow these rules of engagement: Be upfront. Whether you are the front office receptionist or an executive secretary, the following phone tips should always be followed. Front Desk Receptionists Should Answer Phone Calls Appropriately. Phone Etiquette That All Receptionists Should Know. The person on the other end would perceive the voice to be friendly, helpful and welcoming, which would also be the impression of the organization. If you, or your receptionist blows it, then all your search engine optimization, organic traffic, or paid traffic is wasted…money down the drain. She also is not allowed to leave the front desk unattended, yet so many ignorant callers try to insist that she get up and try to slip handwritten notes to people that a particular caller is on the phone. Smile even though you are on the telephone. Some of the qualities of a great receptionist include: 1. You should look to make a professional and welcoming impression at … Our site includes quite a bit of content, so if you're having an issue finding what you're looking for, go on ahead and use that search feature there! Do you ever like being interrupted when you are speaking to a customer service representative over the phone? Speak directly into the mouthpiece of the phone or a headset while talking DO NOT eat or chew gum while talking on the telephone DO NOT cover the phone with your hand or put it against your chest to avoid the caller hearing you. Answered questions regarding membership options and the different types of classes offered. This would make the customer feel important and would create a sense of satisfaction with the organization as a whole. Our Guide on How to Answer Telephone Calls in a Hotel . Using slang or shortened words during phone conversation is inappropriate and unprofessional. A receptionist is counted on to man the desk at all times--it reflects poorly on the company if no one picks up the phone, or there is a line of people waiting to be helped. Business Etiquette Rules for a Receptionist. The Challenge. Sometimes when I phone a company the receptionist greets very nicely and professionally, but once the calls start getting transferred to different people all professionalism goes straight out the door. Terms and phrases like ‘not really’, ‘am sorry, could you say that again’, ‘OK, see ya’ are not acceptable at all! Thus, according to phone etiquette, three rings is the optimal wait-time. The strongest example resumes showcase computer literacy, customer service orientation, listening skills, telephone etiquette, multitasking, communication skills, and being able to work under pressure. Make being dependable a priority--if your boss knows that you are reliable and are always there … Receptionist Etiquette; Be Consistent with your Phone Etiquette ; Maintain Discretion; Stay Organised; Become Multi-Skilled; Maintain a Proper Dress Code . They can be general enquiries, a request from a guest or even nuisance calls from those that have nothing better to do. Answering calls swiftly and taking messages displays competency, and lets your customers feel cared for. A picture paints a thousand words but the caller on the other end of the phone can only hear you. Tips For Strengthening Customer Communication. They need to know proper phone etiquette. ... Take care of the people on the phone first, and give an honest estimate as to … We’ve found it’s the perfect way to add some extra friendliness to an already great response while helping your customer experience reign supreme. The office receptionist who answers the phone should be trained on the proper way to answer a business phone. When you find yourself faced with a confounding question, try one of these rock-solid responses: Great question! These cookies will be stored in your browser only with your consent. Telephone Etiquette For Receptionists A major task of receptionists is to answer incoming phone calls, thus proper telephone etiquette is very important, considering that they represent not only themselves, but also the company or business they are working in. It is important that the first impression left by callers is that the practice values the time of people who are calling on the other side. If you have ever applied for the post of a receptionist, or if you have even gone through the job advertisement for the post of a receptionist, you would know the basic requirements and traits that an organization looks for in a receptionist. Sure, you may know whether someone is in the office, but that doesn’t mean you know whether that person will want to accept a particular call. For some, a friendly, helpful phone manner is effortless. is another handy trick. Answering the phone with “hold please” is a … Typical Receptionist resume samples highlight duties such as taking phone calls, giving instructions, issuing visitor badges, maintaining the reception are clean and communicating irregularities. We've created informative articles that you can come back to again and again when you have questions or want to learn more! Proper etiquette in person is just as crucial as having phone etiquette. The Importance of Business Phone Etiquette. Tell callers why you’re putting them on hold. Tips exclusively for hoteliers the qualities of a receptionist is the first person a visitor meets in your.! Ground level the office is run correctly, helpful phone manner is.! While attending calls predetermined telephone script when receiving calls and greeting visitors are of! Calls are answered by the receptionist should answer phone calls quickly hear you calls in a variety of.. 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