{"id":8508,"date":"2020-09-15T10:00:48","date_gmt":"2020-09-15T10:00:48","guid":{"rendered":"https:\/\/www.answerconnect.com\/blog\/?p=8508"},"modified":"2023-10-27T08:48:51","modified_gmt":"2023-10-27T08:48:51","slug":"answering-business-phone","status":"publish","type":"post","link":"https:\/\/www.answerconnect.com\/blog\/answerconnect-services\/answering-business-phone\/","title":{"rendered":"What should I say when answering a business phone?"},"content":{"rendered":"\n<p>You\u2019ll never know how important the first \u201chello\u201d to a customer is until you are on their side of the phone. But, following a set of business phone etiquette rules will motivate your callers to stay connected with your business.<\/p>\n\n\n\n<p>A business that responds with a tone you find unfriendly, or even too friendly, can throw you off in a second. Answer the phone a little too late and you\u2019re already thinking about how lethargic they are. If the person on the phone is insensitive towards your concern, you\u2019d leave for the competitors in no time. In fact, <a href=\"https:\/\/www.huffpost.com\/entry\/50-important-customer-exp_b_8295772\">91% of customers<\/a> who are unhappy with a brand will just leave without complaining.<\/p>\n\n\n\n<figure class=\"wp-block-pullquote\"><blockquote><p>Want to sound professional to your callers at all times? <\/p><p><a href=\"http:\/\/www.answerconnect.com\">Have exclusively trained people take your calls.<\/a><br><\/p><cite>AnswerConnect<\/cite><\/blockquote><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Keeps callers coming back for more with these tips<\/strong><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Pick up within 4 rings<\/strong><\/h3>\n\n\n\n<p>Start here&#8211; when the phone rings, answer it fast. You make a great first impression when the customer is not made to wait on you.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Keep your tone warm and polite<\/strong><\/h3>\n\n\n\n<p>Smiling &#8211; even in a call &#8211; has been proven to help make your tone sound more welcoming. Also, try to avoid using \u2018um\u2019, \u2018err\u2019, \u2018huh\u2019 and other \u201cthinking sounds\u201d as you communicate. Those filler words can <a href=\"https:\/\/www.inc.com\/deborah-grayson-riegel\/how-to-get-rid-of-filler-words-sound-more-professional-in-4-weeks.html\">negatively affect your credibility<\/a> or cause customers to tune out. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Start this way<\/strong> <\/h3>\n\n\n\n<p>Say a clear \u201cHello\u201d or \u201cHi\u201d depending on how friendly you want to sound. You must then let them know they\u2019ve reached your business. Or a courteous \u201cThank you for calling &lt;business name&gt;\u201d can accommodate it all. State your name and complete your greeting by offering help. If you complete your greeting with \u201cHow are you?\u201d then you will have to wait for their response before offering help.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Don\u2019t be overly inquisitive<\/strong> <\/h3>\n\n\n\n<p>Avoid personal questions and statements such as, \u201cHow are you feeling today?\u201d or \u201cI hope your day has been well so far\u201d and so on. You may ask them more relevant questions after you\u2019ve received their first response.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Ask one question at a time<\/strong> <\/h3>\n\n\n\n<p>Not all customers can process multiple questions asked in one go. It can get confusing and can cut the flow of the conversation. Keep in mind that customers are the ones who need a solution. <\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"538\" src=\"https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2021\/02\/AC_Blog_Img_5-1024x538.jpg\" alt=\"\" class=\"wp-image-9640\" srcset=\"https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2021\/02\/AC_Blog_Img_5-1024x538.jpg 1024w, https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2021\/02\/AC_Blog_Img_5-300x158.jpg 300w, https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2021\/02\/AC_Blog_Img_5-768x403.jpg 768w, https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2021\/02\/AC_Blog_Img_5.jpg 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Be prepared for conversational hiccups<\/strong><\/h3>\n\n\n\n<p>You\u2019ll hear nervous customers, angry customers, wrong number callers, and even prank callers. Your patience and understanding should hold stable throughout the call. Avoid disrespecting them, becoming argumentative or arrogant. Note that using foul language could get your business into <a href=\"https:\/\/www.legalmatch.com\/law-library\/article\/liability-for-abusive-or-insulting-language.html\">legal trouble<\/a> in certain situations.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Explain yourself before you take an action<\/strong><\/h3>\n\n\n\n<p>Whether you\u2019re taking their information, putting them on hold, connecting them to someone else, or <a href=\"https:\/\/www.answerconnect.com\/services\/appointment-scheduling\">scheduling an appointment<\/a> &#8211; try to keep your customers informed. If needed, tell them why you have to perform that action. Confirm your customer is okay with you doing so and go forward from there. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Know when to thank your customers<\/strong><\/h3>\n\n\n\n<p>Thank callers whenever appropriate but not often. For example, it\u2019s common courtesy to thank customers for waiting after you take them off hold. But you don\u2019t have to say thanks after every single response. And, always thank them before you hang up.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>End your call with an offer to provide more help<\/strong><\/h3>\n\n\n\n<p>Your customers should sense that you\u2019re happy to listen to them and render help. Ask your customers if there is anything else they need assistance with before you disconnect. When they confirm there\u2019s nothing more to ask, thank them for calling. You may add that if they need more help, they can call you again. If you have specific hours for when you take calls, tell them.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>We\u2019re here to help you<\/strong><\/h2>\n\n\n\n<p>Alternatively, see how you can <a href=\"https:\/\/www.answerconnect.com\/services\/live-call-answering\">answer business calls 24&#215;7<\/a> with help from professionals. Agents are trained to handle all kinds of callers. They screen your callers, take messages, schedule appointments, and offer to help them with more information.&nbsp;<\/p>\n\n\n\n<p>You can customize scripts to maintain the uniqueness of your business\u2019 communication. The services are available for a fraction of the cost which you\u2019d spend in hiring and training persons. Your calls are answered within 4 rings, and not a single call is missed. Your time and resources are saved when only good leads are forwarded to you. All you have to do is make sales.<\/p>\n\n\n\n<div class=\"wp-block-buttons aligncenter is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link\" href=\"https:\/\/www.answerconnect.com\/#try-now\">Here&#8217;s a Demo<\/a><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group ui__tweet-quote\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\"><span class='bctt-click-to-tweet'><span class='bctt-ctt-text'><a href='https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.answerconnect.com%2Fblog%2Fanswerconnect-services%2Fanswering-business-phone%2F&#038;text=Give%20customers%20the%20space%20to%20speak%20and%20ask%20questions%20that%20are%20important%20to%20them.&#038;related' target='_blank'rel=\"noopener noreferrer\">Give customers the space to speak and ask questions that are important to them. <\/a><\/span><a href='https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.answerconnect.com%2Fblog%2Fanswerconnect-services%2Fanswering-business-phone%2F&#038;text=Give%20customers%20the%20space%20to%20speak%20and%20ask%20questions%20that%20are%20important%20to%20them.&#038;related' target='_blank' class='bctt-ctt-btn'rel=\"noopener noreferrer\"> <\/a><\/span>\n\n\n<pre class=\"wp-block-preformatted source\">Source: AnswerConnect<\/pre>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group ui__takeaway\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h2 class=\"wp-block-heading\">Quick takeaways.<\/h2>\n\n\n\n<ul class=\"wp-block-list\"><li>91% of customers who are unhappy with a brand just leave without complaining.<\/li><li>Pick up within 4 rings, and keep your voice warm and welcoming.<\/li><li>Don&#8217;t bombard callers with too many questions at once.<\/li><li>Want to sound professional to your callers at all times? Have exclusively trained people take your calls.<\/li><\/ul>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>People want to be heard and understood. Being a good listener is key in customer service, here&#8217;s how.<\/p>\n","protected":false},"author":4,"featured_media":8982,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"wl_entities_gutenberg":"","footnotes":""},"categories":[4,15],"tags":[26,27,30,53,59,60],"wl_entity_type":[273],"class_list":["post-8508","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-answerconnect-services","category-business-tips","tag-answering-service","tag-business-communication","tag-call-center","tag-phone-etiquette","tag-virtual-assistant","tag-virtual-receptionist","wl_entity_type-article"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What should I say when answering a business phone? - Phone Etiquette<\/title>\n<meta name=\"description\" content=\"91% of customers tend to leave a business after a bad call. 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