When it comes to politeness, the virtual receptionist team at Rubyยฎย knows a thing or two; friendliness and professionalism are our forte!ย However, we’ve found that terms like Sir, Ma’am, Mr. and Ms.ย aren’tย always the best path to politeness over the phone.ย Where names are concerned,ย we recommendย following a caller’s leadย โ if your caller introduces herself as Mrs. Henderson, address her as Mrs. Henderson.ย If aย caller doesn’t offer a title, our telephone answering experts suggest skipping formality.ย Here are three reasons why:
1. Youย might make the wrong guess.
Using a respectful title is great, as long as you choose the right one. But what if the caller you address as Ms. Smith goes by Dr. Smith? Worse yet, maybe Ms. Smith is Mister Smith. Donโt assume you can guess a callerโs gender by tone of voice or first name!
2. Your attempt at politeness may backfire.ย
Sir and Maโam are not only old-fashioned terms, but using them may make your callers feel old. I know I always cringe when Iโm called Maโam โ I’ve never been a fan of Miss, but have I transitioned from a Miss to a Maโam already? Moreover, terms like Sir and Maโam are often used in a commanding way, as in โSir, youโll have to take these items to the customer service desk.โ Even when uttered with the utmost tact and respect, Sir and Maโamย might conjure negative feelings in callers, and thatโs something every phone answering pro wants to avoid.
3. Whatโs in a name? Plenty!
People love hearing their names, and addressing callers by name is a great way to show them youโre listening. Want to know how to address your caller? Just ask!ย A simpleย “May I ask who is calling?” is a great way to go. For added friendliness, try introducing yourselfย first: “I’ll be happy to help you today! My name is Jane. Mayย I have your name?” Once your caller gives a name, repeat it back with a thank you.
- Great! Thank you, Jim!
- Wonderful. Thank you, Mrs. Henderson!
- Thank you, Linda!
How do you keep your communication polite and friendly?ย Share your suggestions withย our remote receptionists byย Tweeting us @callruby!
