Knowing how to answer the phone in a polite way is an essential part of communication with others and is often tricky if you're nervous of phone calls. Here are a few tips on answering the telephone politely.
Steps
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Prepare to focus on the conversation. Stop whatever you may have been doing and get ready. Try to
smile before picking up the phone - it will make a difference in how you sound.
- Always identify yourself. In business situations, it is appropriate to answer the phone with your name and company: "Good Morning, XYZ company. This is Joan. How may I help you?"
- Even if the caller would like to speak to someone else, briefly let them know who you are.
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Respond with an appropriate level of formality. Try not to speak too informally until you know who the caller is.
- If the speaker does not introduce him/herself, say, "May I ask who's speaking?" In this way you will not offend him/her.
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Do not delve into gossiping or personal conversations immediately. If you talk too soon, it might baffle the speaker, or you may even leak out some personal details to the speaker which you did not intend to share with strangers.
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Listen carefully to find out the reason the person is calling and respond appropriately.
- If the person they are calling for is not at home or is unavailable to speak, tell the caller, "I'm sorry, he/she is not available right now. May I take a message?" Be sure to record the persons name, phone number, and purpose of call. This way, if it is an important call, the issue can be dealt with as quickly and efficiently as possible.
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Be wary of information gathering calls. If the caller requests details about you or others, consider carefully before responding. Even if the caller gives a name and identifies his or her company, you should be wary unless they are a trusted contact.
- In a business situation, state "I'm sorry, sir/madam. Company policy is that I am not permitted to give out that information. May I have more details on why it is required?" and make your assessment from there.
