Working World

Answering the phone at home is different from answering at work — especially with the customary “Hey!” replacing “Hello.” Here are 10 tips for answering business calls, regardless of where you work:

• Pick up the phone on the second or third ring.

• Always have paper and a pen available.

• Identify yourself and your company or department. Try to be friendly and engaged — a monotone robot is out. If you work in an office with a high volume of incoming calls, you may need to condense your greeting, but always speak clearly. Learn polite ways to handle multiple calls at once.

• If the caller does not identify himself, use “To whom am I speaking?” before divulging whether your boss is available or giving a price quote. In subsequent remarks, use the caller’s name.

• Place people on hold only if necessary and ask permission first. Check back every minute and offer to return the call, if necessary.

•  Never interrupt the caller.

• Give your full attention. Continuing to scan your computer screen or making silent contact with someone else in the room will cause you to miss vital information. You will also sound distracted and discourteous.

•  Never drink, eat, or chew gum while on the phone. (Do we even need to mention these no-nos?)

• Offer concrete action. “I‘ll let him know you called,” or “I can connect you to her voicemail.”

• Thank the caller for calling. Even if the message is unpleasant or hostile, be gracious.   

Prior to writing on employment issues, Elizabeth Hanink worked as a telephone operator, library aide and as a nurse.