Learning the basics of how to handle telephone calls in business is essential.

However, some people who are not accustomed to answering the phone may find it difficult to perform basic responses smoothly, such as using appropriate language and repeating back what the other party has to say to confirm.

Therefore, in this article, we will give you a general summary of the basic correspondence necessary for business calls.

In addition to basic manners, you can check how to act as an intermediary when the person in charge is absent and how to respond when the other party makes a complaint, so please make use of it.

[Complete manual] Basic etiquette when answering the phone

When answering phone calls at a company, it is important to keep basic manners in mind.

For example, if you receive an incoming call, it is important to respond within 3 calls so as not to keep the other party waiting for a long time, and to write down the name of the other party and the purpose of the call .

There are quite a few basic etiquettes, so if you have just become a phone caller or are unfamiliar with answering the phone, we recommend checking out the article below.

Related article[overcoming weak points! ] Thorough explanation of basic telephone etiquette, tips, and things to be aware of

2023.03.23

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It is also important to learn the language you use often when answering the phone .

The following article introduces the basic wording, so let’s check it out.

Let’s learn how to deal with each case and tips

It is not uncommon for a single employee to not complete a phone call to a company.

Occasionally, you may need to verify information or refer another employee to answer a question. There are also things that correspond to complaints.

Once you have mastered the basics of answering the phone, it is a good idea to learn how to deal with each case.

The correct way to respond when the person in charge is absent

If there is no employee in the company who will take the call, you will need to let the other person know. It is polite to take messages as necessary.

When the person in charge is absent, it is important to properly communicate the reason for their absence.

There are various reasons why employees are absent, such as going out, business trips, serving customers, visiting customers, and vacationing .

We recommend that you check the following article, which summarizes the appropriate response when the person in charge is absent.

How to respond when you receive a complaint call

When receiving complaints or criticisms about products or services from customers, it is important to remain calm and listen calmly.

It’s easy to apologize when you’re attacked with loud voices or strong words, but be aware that apologizing when you’re not at fault can actually make things worse .

The appropriate flow of complaint handling is summarized in the following article.

Appropriate language is also introduced, so if you receive complaints at work, we recommend that you take this opportunity to check it out.

What should I do if I’m worried about basic mistakes on the phone or have a feeling that I’m not good at it?

If you continue to answer the phone at the company, you may make mistakes such as not being able to practice basic manners or not being able to use the correct language.

In addition, there may be cases where you feel that you are not good at talking on the phone while making mistakes over and over again.

When you make a mistake, when you feel that you are not good at it, there is always a reason.

Below are some of the most common phone mistakes.

We also introduce tips to prevent mistakes as much as possible , so please use it.

In the next article, we will introduce why you feel that you are not good at answering the phone and how to overcome it.

It will take some time to get rid of your weak point, but don’t give up and try to be faithful to the basics.

summary

There are quite a few basic manners for answering phone calls in business. Therefore, it may be difficult to practice perfectly in a short period of time.

However, if you don’t give up and learn little by little, you will learn how to respond appropriately to telephone calls.

NEC Networks & System Integration offers “Canario,” a service in which AI automatically takes over calls.

If you have employees who are not good at handling calls, or if the handling work itself is a burden, you will feel the benefits.

If you would like to know more about NEC Networks & System Integration’s Canario, please feel free to contact us.