Five Quick Receptionist Training Tips

Reading time:

At Ruby, our crackerjack staff of virtual receptionists fields hundreds of calls each day— and we’ve learned a lot in the process! 

If you’re new to telephone answering, or just want to brush up on your skills, these five receptionist training tips will help you shine like a Ruby—impressing every caller.

  1. Never say “I don’t know”
  2. Paraphrase the message word-for-word
  3. Confirm your content
  4. Take a breath and…
  5. Smile

That’s right, it’s that easy!

1. Never say “I don’t know”

Chances are very good that you’ll be asked questions that you don’t know how to answer, especially if you’re new to a job.  But saying “I don’t know” is a dead end.  Instead, opt for

“Let me find out for you”

“I’d be happy to look into that”

“Great question!  Let me put you in touch with the best person to answer it.” 

Phrases beginning in “Let me” and “I’d be happy to” are great ways to beat the “I don’t know” blues.

2. Paraphrase the message word-for-word

Callers love to know that their messages will be relayed accurately.  What better way to assure them of this than repeating their messages back to them? If you’re going through receptionist training, it’s also a great way to look out for mistakes.

3. Confirm your content

Always read back telephone numbers, and spell out any tricky names or words to ensure that you’ve taken them down correctly.  Here are some tips for confirming information.

4. Take a breath, and

You’ve got a lot going on — email piling up, documents to be filed, reports to write. Receptionist training is tough, and the job itself is even harder! But when the phone rings, it’s best to put other office hubbub out of your mind and focus on the incoming call.  Take a breath, answer the call, and greet the caller with a calm, friendly tone of voice.  Never let ’em see you sweat!  Oh, and while you’re speaking with your caller, be sure to follow the next step…

5. …smile!

Seems silly, right?  It works.  If you want to sound friendly and inviting, smiling is the easiest way to ensure the perfect tone of voice.  A smile will also help you feel calm and, well, happy.  Who says work can’t be fun?

Not sure why it matters?

Additional reads you may find interesting...

View All
Title card: Creativity, connections, and client relationships—with Nathan Wilson, The Narrative
Small Business Tips

Creativity, connections, and client relationships—with Nathan Wilson of The Narrative

Illustration of a woman with a lovely voice speaking

How to make your voice sound better

Ruby customer feature series title card: Rebecca Flanagan, Flanagan Legal Services
Customer Feature

Ruby customer feature: Rebecca Flanagan, Flanagan Legal Services

Business handshake: close-up part of two young women shaking hands and smiling while sitting at business meeting with their coworkers
Small Business Tips

Coopetition: how to grow your business by partnering with a competitor

Headsets hangs on powered-off computers in an empty office
Small Business Tips

Worker shortage explained: what 2021’s workforce issues mean for your business

A traffic light sign is nearly submerged by a massive flood—one example of the extreme weather events caused by climate change.
Small Business Tips

Getting real about climate change

Man makes notes in a notebook on a table with a phone
Small Business Tips

What you lose when you send every call to voicemail

An illustration of a phone ringing next to a magnifying glass that reveals text: "Ruby calling…"
Receptionist Tips

Receptionist secrets revealed: 5 tricks to grow your business by wowing your customers

A group of professionals sit in a well-lit office watching a man in a hoodie present and point to a whiteboard
Small Business Tips

How IT answering services help you engage & retain customers

Collage of people on phones with title: Real receptionists. Unreal results. Build lasting loyalty with Ruby.
About Ruby

Getting started with Ruby: what to expect

Female-presenting freelancer wearing elegant sweater and round earrings working in front of open laptop, sitting in cozy home office interior, drinking coffee, browsing websites
Small Business Tips

Does your business really need a website? 6 myths about your online presence

An illustration showing that people who call translate into money for a business, while people who visit a website are left without a next step, and bounce to competitors' websites
Small Business Tips

You don’t leave your callers hanging. But what about your website visitors?

Collage of group of young people over colorful vintage isolated background smiling doing phone gesture with hand and fingers, pantomiming talking on the telephone.
Receptionist Tips

The power of answering the phone in one ring

Ruby logo + Clio logo
Legal Practice Tips

Ruby + Clio = happier clients + more billable hours

Small Business Tips

You don’t have to be the “everything business.”

Try Ruby Risk Free

Call to talk to a live virtual receptionist and hear why 10,000+ companies Ruby.

Call Ruby Sign Up
Sales Support

Already a Ruby customer?

Let’s get started.

Ready to turn more callers into customers?

Missed connections translate to lost revenue. With Ruby, you have a partner in gaining and retaining customers. Plus, we’re so confident you’ll love our service, we offer a 21 day money-back guarantee*.

*Ruby is delighted to offer a money-back guarantee to first time users of both our virtual receptionist service and our chat service. To cancel your service and obtain a full refund for the cancelled service (less any multi-service discount), please notify us of the service you wish to cancel either within 21 days of your purchase of that service or before your usage exceeds 500 receptionist minutes/50 billable chats, as applicable, whichever occurs sooner.

Legal_Final

The Secret to Successful Law Firms

The inside scoop on Clio’s latest legal trends report.

Phone Thumbnail 2

10 Questions to Ask a Virtual Reception Provider

Ask the right questions and rate virtual reception services with our handy guide and scorecard!