How to Answer the Phone ...

The telephone is often the first opportunity you have to impress a new customer. As the saying goes “You only get one chance to make a good first impression”. How good and consistently is the phone answered in your business? Here are a few tips:

1. Answer the phone after the same number of rings each time;

2. Answer the phone the same way each time;

3. Develop a Phone Script and train your team to use it … every time;

4. Smile as you answer the phone – it costs nothing and transmits a message that you are pleased to talk to this person;

5. Look upwards as you answer the phone – it clears your airways and makes your speech sound more relaxed;

6. Listen well to the caller. If someone tries to distract you, ask the caller to wait so you can give them your undivided attention;

7. Repeat back to them important points of the conversation;

8. Wherever possible ask open-ended questions that can start with: what, who, where, when, how or why;

9. Always be positive even when delivering bad news.

 If you would like a copy of the Brightwater Phone Answering Work Instruction & Script, please send an email to bizplan@brightwater.com.au with 'PHONE' in the subject line. In addition, if you'd like a personal assessment of your phone answering style/script, include your phone number as well.

Anthony Davis