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Phone Etiquette That All Receptionists Should Know

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Phone Etiquette That All Receptionists Should Know

You’ve heard time and again about the importance of making an excellent first impression. Well, if you’re thinking about a career as a receptionist, that’s what you’ll regularly be doing. Whether it’s face-to-face or on the phone, you will be the interface between the customer and the company, so if you make the right impression, you can instantly create goodwill for your entire organization.  

Since much of what you do will be on the phone, it’s critical to understand the etiquette that goes with it. How you handle these conversations will make the difference between a customer who feels valued and welcomed, and one who feels frustrated or angry. Here are some of the essentials of phone etiquette that you should know:  

Smile as you talk.  

Whether making or taking a call, greet the person on the other end of the line with a smile. Of course, the caller can’t see you, but when you smile and speak, your voice takes on a friendlier and more welcoming tone. And that cheerful voice is providing a good impression for the whole company.  

Give your undivided attention.  

Callers can sense your inattention, and it comes across as unprofessional. Listen carefully to what your callers are requesting, so you don’t have to ask them twice. The callers’ needs and wants are vital to them, so they must be important to you and your company. If a customer is angry, acting as if you don’t care, getting angry yourself, is the wrong response. Continue to be polite and attentive. They may not always be right, but it’s best to treat them as if they are.  

Ask the caller’s permission to put them on hold.  

Receptionists are there to answer questions, give information, or connect the caller to the right person. If the receptionist can’t answer the question or doesn’t have the knowledge, they might need to place the caller on hold to resolve the issue or transfer them to someone who can help.  

Always ask the caller for permission before you put them on hold and give them the approximate amount of time they will be on hold. It’s a good idea to ask for a call-back number in case the call is disconnected. Taking these steps, conveys your professionalism and speaks well of your company.  

Don’t interrupt the caller.  

The best receptionists are excellent listeners. And they never interrupt a caller. They do not respond until the caller has finished speaking. Not only is that rude, but it prevents the receptionist from fully understanding the reason for the call. Sometimes, the critical part of a conversation comes from listening. Experienced receptionists understand that and give their full attention before answering politely and professionally.  

Are you attentive, polite, and do you have exceptional communication skills?  

You are a prime candidate for a receptionist position. We can help you with that. Contact Pro Resources for your next light industrial or technical/professional position. We’ve been getting job seekers into better positions for over 30 years, so let us use our expertise to help you find your next job.