Receptionist etiquette involves handling inquiries professionally and confidently, regardless of their complexity. Key aspects include:
- Maintaining a friendly demeanor
- Responding professionally to all questions
- Using versatile, prepared responses
- Projecting confidence even without immediate answers
- Mastering effective call-handling techniques
- Employing multi-purpose replies for various scenarios
Want to learn how to field any question without flinching? Take a gander at these riveting replies from the Ruby playbook!
When itโs a basic question, but you need a moment to find the answer:
- Great question! Let me find the answer for you.
- Iโd be happy to find out. Would you mind holding for a moment?
When you donโt know the answer, but you know who does:
- Great question! Let me put you in touch with Susan โ sheโll be happy to answer it.
- Tim would be the best person to help you. Heโll be happy to return your call. May I have your telephone number?
When you donโt know the answer, and youโre not sure who does:
- Great question! Let me find the best person to answer it.
- Great question! Iโll find the best person to answer it, and have that person return your call. May I have your telephone number?
When the question is about someoneโs whereabouts or schedule, such as “When will he be back in the office?” or “When can I meet with her?”:
- He keeps his own schedule, but Iโll be sure to have him return your call as soon as possible. May I have your telephone number?
- She keeps her own schedule, butย she’ll be happy toย return your call andย set upย an appointment. May I have your telephone number?
When your caller presses you for information you donโt have:
- I would hate to give you any misinformation. Susan is the best person to answer your questions, and sheโll be happy to talk with you. May I have your telephone number, so Susan can return your call?
- Our attorney will be happy to help you โ I would hate to give you any misinformation. Let me try to reach her for you.
It doesn’t matter whether you’re starting your first answering service job or you’ve been fielding calls for fifty years โ anyone can shine like a Ruby by using variations of these great replies! We hope these examples boost your phone answering confidence. Do you have any tips for fielding tricky questions? We’d love to hear them!
