5 Tips to Answer the Phone Like a Pro

Answer the phone secretary

Phone etiquette is one of the most important — and underrated — resources in your brand-building tool kit. Answering phone calls the right way creates a positive first impression of your business and reassures customers that they’re in good hands. Whether you’re at the front reception or a dedicated account manager whose job is to answer difficult calls, knowing how to properly answer the phone is critical in providing top-tier customer service.

In this article, AnswerHero, one of the best answering service providers in Miami, FL is pleased to share five tips on how you can answer the phone like a pro:

1. Delight Customers: Answer the Phone Quickly

Your customers are likely calling because they need help with something or have a question that needs to be answered urgently. The last thing they want is to wait on hold for minutes only to be answered by an automated answering service. To keep customers happy, make sure you answer calls as quickly as possible, which means picking up the phone on the third ring, at the latest.

Unfortunately, this is easier said than done, especially if you are running a growing business. That’s why it’s important to have a system in place so your incoming calls are never missed. You should never rely on automated answering services as your primary mode of customer support. Instead, hire a telephone answering service that can take the stress out of managing your business calls by handling them quickly and efficiently.

2. Try Answering the Phone With a Smile

You’ve probably heard the saying that your voice is your brand. This is especially true when you’re answering phone calls. Your tone of voice and how you sound when you answer the phone can have a big impact on the caller’s perception of your business.

In fact, most telephone answering services encourage their employees to answer the phone with a smile. This simple act can make a world of difference in the tone of your voice, making you sound more friendly and inviting. Of course, it’s not always easy to smile when you’re on the phone — especially if you’re dealing with a difficult customer. But, by keeping a positive attitude, you’ll be better equipped to handle whatever comes your way.

3. Listen Carefully to the Caller’s Needs

Learning how to speak on the phone professionally isn’t just about talking; it’s also about listening. Providing excellent service requires you to give your undivided attention to every person who calls your business. This can be difficult, especially if you’re trying to multitask. But, it’s important to remember that each caller is an opportunity to create a lasting impression.

Answering service companies train their employees to master the art of active listening. It is a proven technique that involves giving your full attention to the caller, paraphrasing what they’ve said to ensure understanding, and using questions to collect additional information. This ensures that each caller feels valued and that their needs are being met.

4. Explain Each Step to Inspire Confidence

Confidence is key to learning how to answer the phone professionally. When customers get the sense that you don’t know what you’re talking about, they’re less likely to trust you and your company. 

This is actually one of the biggest misconceptions about hiring a phone answering service. A lot of business owners think that a live answering service lacks the personal touch and expertise that an in-house receptionist can provide. This is simply not true. For example, medical answering services like AnswerHero are required to follow strict HIPAA regulations. This means that our virtual receptionists are well-trained and knowledgeable about handling sensitive information. We also take the time to learn about you and your business so we can provide the best possible service to your customers.

5. Master How to Speak on the Phone Professionally by Using Small Talk

One of the best ways to create a lasting impression is by using small talk. Small talk can be used to build rapport, show interest, and make the caller feel more comfortable. It also shows that you’re a friendly person and helps to break the ice.

Of course, not all calls lend themselves to small talk. If you’re dealing with a customer who is angry or upset, it’s best to avoid small talk and get straight to the point. But, if you’re speaking with a happy customer or someone who is calling for information, take the opportunity to engage in a little bit of friendly conversation.

How Can an After-Hours Answering Service Help?

If you want to present your business in the best light possible, you need to make sure that someone is available to answer your phones — even when you can’t. This is where an after-hours answering service comes in.

Answering services can provide your business with a virtual receptionist to handle calls outside of normal business hours. This includes evenings, weekends, and even during holidays. By answering calls 24/7/365, your customers will always be able to reach someone who can help them, giving your business a competitive edge in the market.

How Much Does an Answering Service Cost?

A professional answering service is way more affordable than hiring a full-time, in-house receptionist. And, when you consider all the benefits that answering service companies and call center services provide, it’s easy to see why so many businesses are making the switch from traditional receptionists to virtual ones.

On average, the cost of hiring an answering service is only $249 to $449 per month, compared to the $3,000 to $3,500 per month cost of hiring a full-time in-house receptionist – not to mention the added costs of benefits and office equipment.

Take Your Customer Service to The Next Level With AnswerHero

If you’re looking for a reliable, cost-effective answering service to take your customer service to the next level, look no further than AnswerHero. We take pride in being one of the best answering services in the industry, providing our clients with quality customer service and support.

In addition to answering your phone calls promptly and professionally, we also offer a wide range of services, including message taking, appointment scheduling, call screening, call routing, and more. We are ready when you are. Simply give us a call or use our online contact form to get started.

Have Questions? Give us a call