Powerfully positive phone etiquette made simple.

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!




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
Person talks on phone in snowy outdoor environment
Small Business Tips

How to manage difficult customer conversations this holiday season: 3 examples + tips

2021 Legal Trends Report: gavel with scale of justice on desk
Legal Practice Tips

Clio 2021 Legal Trends Report: in summary

Content marketing and social media tips: side view of photo editor working in a creative office
Small Business Tips

Content marketing & social media: 4 easy tips for getting started

A single pine tree on a rocky summit
Small Business Tips

Meeting customer expectations during a holiday season like no other

Person at desk in front of computer waiting on phone
Receptionist Tips

Have trouble handling the emotional weight of phone calls? You’re not alone.

Choosing a business number: overhead view of faded yellow vintage telephone with notebook and numbers on monochrome background
Small Business Tips

What your phone number says about your business

How to find and analyze your website traffic: two people look at a computer in a bright office space
Small Business Tips

How to find and analyze your website traffic

Using virtual receptionists for part-time answering - Ruby

Using virtual receptionists for part-time answering

What is a conversation worth: illustration of a confused person with complicated calculations hovering above their head
Small Business Tips

What is a conversation really worth? We calculated the exact dollar amount.

Top 3 legal marketing strategies for 2022: man looks at laptop
Legal Practice Tips

Top 3 legal marketing strategies for 2022

24/7 live chat: a Ruby chat specialist and a potential new client use computers in split screen with a live chat window between them
About Ruby

How Ruby’s 24/7 live chat solution grows your business and saves you time

Why empathy matters for your business: person listening to another person in cafe with laptop, papers, and coffee
Small Business Tips

Why empathy matters for your business

SEO and branding: star-crossed lovers—an illustration of two people with crowns surrounded by flowers
Small Business Tips

SEO and branding: star-crossed lovers

Title card: Authentic small business marketing with Jamie Adams of Scorpion

Ruby partner feature: Authentic small business marketing with Scorpion

Using chat as a sales tool: hands using laptop
Small Business Tips

4 ways to leverage live chat as a sales tool

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 canceled 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. Some restrictions may apply.