How to Make a Great Greeting, Part Two: Answering a Direct Line

Reading time:

Make your greeting great!

Recently, we received an awesome comment on our blog post about how to create a great company greeting. Our reader Andy asked about the best way to answer a direct line, and we think it’s such a great question that we decided write a whole post about it. Thanks for the inspiration, Andy! Although our virtual receptionist team typically answers calls for entire companies, we have a few tips for fielding direct calls.  Here’s the word from our phone answering pros:

  1. Start with a welcoming phrase. This is an optional element, but our remote receptionists highly recommend it. We’ve found that answering phone calls with a friendly greeting is a great way to set an upbeat tone. “Hello,” “Good morning,” and “Thank you for calling” are all great starters. Don’t be afraid to use more than one friendly opener!
  2. State the company name (if applicable). This element is also optional, but if there’s a company name to mention, try stating it after your opener.
  3. Name that line. If you’re answering your own direct line, be sure to say your name. “This is Susan” works great, as does “This is Susan Smith.” If you’re the receptionist for an executive’s direct line, state the exec’s name, and then yours, as in “Susan Smith’s line. This is Terry.”
  4. Wrap it up nicely. A friendly ending is optional, but again, our offsite receptionists like to end every greeting with an offer of assistance or a friendly question. “How may I help you?” is usually pretty solid in any situation. A question is helpful because it prompts your caller to speak, and it’s a great way to add a little extra courtesy and care to the greeting.

Here are a few examples:

Good morning! Thank you for calling ABC Company, Susan Smith’s line.  This is Terry.  How may I help you?

ABC Company. This is Susan Smith. How may I help you today?

Hello, this is Susan. How may I help you?

A final tip about answering a direct line: Don’t greet callers based on caller ID information. You may know who’s calling, but it’s best to let your caller introduce him or herself. Answering the phone with “Hi, Tim” can be offputting to a caller. And who knows — your caller might be someone else calling from Tim’s line, and that would be really awkward.

We hope these direct line greeting tips are helpful, and we’d love to hear any questions you have about answering calls.  The Ruby crew is happy to share our knowledge!

Learn more about our new method: the KISS Method to phone greetings!

If turning your callers into customers is your end goal, we have just the tips for you.

Free ebook: Grow Your Business With Ruby

Additional reads you may find interesting...

View All
Customer Feature

Ruby customer feature: Rapid resourcefulness with Ashton Taylor

Small Business Tips

Forced changes and success with Loren Feldman

Small Business Tips

Get more clients like that one. You know the one.

Small Business Tips

Business live chat: Have your cake and eat it too.

Small Business Tips

Small business resourcefulness with Loren Feldman

Small Business Tips

Omnichannel customer experience: What it means and how to do it right.

Small Business Tips

[Infographic] The #1 secret of successful law firms.

Small Business Tips

Use Ruby to schedule appointments and save time.

Small Business Tips

Automated lead capture: Why you need it and how it works.

Small Business Tips

[Infographic] Telehealth in 2021 and beyond.

About Ruby

This Women’s History Month, #ChooseToChallenge with Ruby.

Small Business Tips

PPP loans have relaunched in 2021—with an exclusive application window for small businesses.

Small Business Tips

Too many customers? Here’s how to make a spike in demand work for you.

Small Business Tips

When people are in crisis, can your business come to the rescue?

Small Business Tips

Mindful ad spend and engagement with David Lambert

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.