It is no exaggeration to say that there is not a day when the phone does not ring when you go to work.

If you answer the phone every day at work, your response will improve steadily, but on the other hand, it will gradually become a rut, making it easier to make mistakes or respond sloppily due to carelessness.

Telephone answerers are so important that they are said to be the face of the company.

If you feel that the quality of your phone support has declined recently , I recommend that you revisit the basics.

This article introduces the important points and basic manners to be aware of when answering the phone , so if you are just starting to answer the phone, please refer to it.

Preparation is key! Necessary things and convenient things to have

The key to a successful telephone response is “preparation”.

Once you pick up the phone, you can’t move or do anything else until it’s over.

If you answer the phone without preparing what you need, and if you are looking for something during the call, you will miss the content.

I don’t know when the phone will come.

Have everything you need at your desk ready to help you when the phone rings.

Notes and writing utensils

Since there is a lot of information to ask when answering the phone , note paper is always necessary.

It is safe to set it in place with a set of writing utensils so that you do not forget it.

You can use whatever paper or pen you like, but since you will be taking notes on the phone at the speed of the conversation, it’s best to choose something that’s easy to write on and doesn’t tire you out.

If you have a computer, you can enter it in a memo app, etc.

Schedule/Calendar

When handling telephone calls, it is necessary to find out where the person in charge is now and when he will return.

Keep your calendar where you can see it, or keep your computer’s calendar app open at all times so that you can check it as soon as the other person has appointed the person in charge .

Seating chart/Extension number chart

With a seating chart, you can visually check if you are on your seat when assigned to the same floor.

Also, the extension number table is useful when transferring calls.

Keep these materials in a place where you can see them at any time, in order to facilitate the intermediary correspondence.

Please remember to update if you change seats.

message memo template

Since there is a fixed pattern for the message to be sent to the person in charge who is absent on the phone , creating a template will reduce the time required to fill it in.

If it is difficult to make your own, there are commercially available message memo sheets and templates that can be downloaded for free from the Internet.

headset

It is convenient to have a headset that leaves both hands free when inputting information on a computer while answering a phone call .

It is also effective in reducing fatigue when answering phone calls for a long time .

Wearing a headset also has the advantage of making difficult-to-hear phone calls easier to hear.

If your main job is to answer the phone, you should have one.

Important things and basic manners when answering the phone

While answering the phone, be aware that you are the face of the company, and try to give a good impression to the other party.

In particular, since we cannot see each other’s faces over the phone, it is desirable to respond in a sincere manner that gives the other party a sense of security.

Check until you understand the contents

It is very rude to mispronounce the company name of a business partner or the name of a customer.

However, in the case of telephone calls, it may be difficult to hear accurately on the first listen, such as when the sound is muffled or the name is unfamiliar and unusual.

If there are parts you didn’t hear or words you didn’t understand, listen again until you understand.

You’ll make the other person say the same thing over and over, but it’s more dangerous to proceed with the wrong content.

repeat what you hear

If you receive a message when the person in charge is not available, or if you receive a call back number, be sure to take notes and repeat the call back to confirm.

You should be able to reassure the other person by showing that you can hear them properly and understand the content.

Use cushion words

Use “cushion words” to express things that are difficult to say, such as apologizing for not being able to meet the other person’s wishes, or making a request.

Cushion words are words such as “Excuse me,” “If you don’t mind,” etc., which are added before sentences to soften the impression.

Also, when making a request, instead of “Please do”, use “If you don’t mind, could you please do so? “

• “Nakata is out” → “I’m very sorry, but Nakata is out now.”
• “Please tell me your contact information” → “If you don’t mind, could you tell me your contact information?”

Listening is important when dealing with complaints

When you are answering the phone , you may get a complaint call.

In some cases, there may be no fault of the company at all, and it may be difficult to respond because it is just an accusation.

The trick to dealing with complaints is to get the other person to say everything you want to say.

Arguing back or making excuses in the middle is like adding fuel to the other person’s anger.

Sometimes, when you’ve said everything you want to say, your anger subsides unexpectedly.

Questions from here and talk about specific responses will be after the other party has calmed down.

Focus on listening first.

Beware of NG behavior! Recap what to watch out for

The company receives a lot of phone calls, but even if you don’t do business with them now, there’s a good chance that you’ll have a relationship in the future.

Be sure to follow basic business manners and treat each other with courtesy.

Here is a summary of NG behaviors that should not be done on the phone .

Make them wait for 3 or more calls

In business etiquette training, we are often taught to pick up the phone within 3 calls .

One phone call takes about 3 seconds. It takes about 10 seconds for the third call to finish, and it is said that people feel that they are being kept waiting.

If you have to wait for more than 3 calls, first apologize and say, “I’m sorry to have kept you waiting . “

Some companies have their own rules such as “within 2 calls”.

If you don’t say anything in particular, remember to call within 3 calls.

hold for more than 30 seconds

The “hold” is used when you want to do some research or talk with someone, but if it’s too long, it can be frustrating .

The recommended hold time is approximately 30 seconds.

If it takes longer than that, cancel the hold once and ask the other party if they can wait a little longer.

honor someone in the company

Normally, when calling a boss or a colleague, we call them with honorific titles such as “Manager XX” or “ Mr.

Even if it’s your own boss, don’t use honorifics or titles for people outside the company.

“Is Director Yamamoto here?”

Giving directions or cell phones without the person’s permission

When informing the other party that the person in charge is absent, state the period of absence and the general reason for absence, such as “I am out today” or “I will be on a business trip until tomorrow.”

Do not tell outsiders where you are going without your permission, as it may cause unnecessary trouble.

Also, if someone asks you to give them your mobile phone number because it is an urgent matter , do not give it out without permission.

Even if it’s a company phone, some people don’t want to give their contact information directly.

If you really want to get in touch urgently , tell the person in charge that the person in charge will call you back.

gacha cut

Even if you finish your business, the call is still connected to the other party until you hang up the handset.

It is necessary to be careful not to do it at the moment when you have finished responding and relaxed.

As a general rule, the caller should hang up first.

If you receive a call, wait until the other party hangs up after answering the call.

If the other party is hesitant and does not hang up easily, please say “Excuse me” and put the phone down quietly.

What is AI-supported call forwarding service “Canario”?

Until now, it was common for staff to answer the phone in the office, but did you know that AI can now answer the phone?

In NEC Networks & System Integration’s “Canario”, AI takes over the entire primary response to the company’s phone calls.

Designated calls are forwarded to the mobile phone of the person in charge, so you won’t miss an important call.

When you are away, we will keep your message, convert it to text and send it to the person in charge.

The AI ​​call forwarding service “Canario” connects customers and staff, whether they are on the go or telework.

Article Summary

Here are some things to keep in mind when answering the phone .

• Prepare in advance what you will use while answering the phone
• Don’t forget to check and repeat what you heard from the other party
• Waiting on the phone is stressful. Answer the call as soon as possible and keep the hold short

The company’s telephone correspondence is an important communication that affects the impression of customers.

Please review the basic manners from time to time and aim for a higher quality telephone response .