Powerfully positive phone etiquette made simple.

Reading time:

Whether you field phone calls daily or pick up the receiver on rare occasions, you can turn any exchange into a powerful touchpoint for your business. Here’s how!

Make the most of your words.

A friendly, professional tone is key to making a great impression on callers, and with an upbeat tone, even lackluster replies like “uh-huh” and “okay” can be pleasant. But why not use words that are guaranteed to wow? Try saying “absolutely” without exuding enthusiasm — it’s darn near impossible! Pepper your conversations with cheerful words and phrases like these, and even a 30-second exchange can make a positive impact on your caller:

My pleasure!

I’d be delighted to!

Certainly!

Absolutely!

Wonderful!

Thank you!

You’re welcome!

…and there are plenty more where that came from!

Showcase your confidence.

Exuding confidence isn’t about having all the answers — it’s about being prepared for any question. That may seem contradictory, but it’s easier to handle tough questions and keep callers happy than you might think. When you’re faced with a tricky question or an odd request, replies like this will buy you the time to find the solution:

Great question! I’ll be happy to find the best person to answer it.

Wonderful! I’ll put you in touch with the best person to help you.

Once you’ve given your confident response, place your caller on hold and find the team member best suited to help. Piece of cake!

Roadblock? What’s a roadblock?

What if you’re faced with a tricky situation, and you aren’t able to find the solution while your caller waits on hold? It’s okay! Really. Keep your confidence up and return to your caller with a solid reply like this:

Thank you so much for your patience! Let me do a little more research and find out for you. May I return your call later this afternoon?

Although the caller’s question isn’t answered with the response above, the is takeaway isn’t “I don’t know,” but “I will help you no matter what.” It’s your desire to help that counts!

How do you keep your telephone conversations positive? We’d love to hear from you!

Additional reads you may find interesting...

View All

Reflections on fallout

Square title card with circular-cropped head shot: The art and challenge of business services, Justin Dunham, ércule
Small Business Tips

The art and challenge of business services—with Justin Dunham of ércule

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.

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.