Receptionist Tip: Confirming Information Puts Callers at Ease

Good in-house or vitual receptionists alike will confirm information to build trust with callers
Photo by Seattle Municipal Archives

For the fist time in years, I recently updated my billing information with a couple of services over the phone. I am used to managing my bills online, so speaking with live receptionists was a nice change.  Every receptionist I talked to was friendly, upbeat, and helpful.  The Internet is fantastic, but an online update definitely doesn’t boost my mood like a pleasant conversation does.  One thing surprised me, though: The receptionists I spoke with didn’t repeat my name, address, or credit card information back to me automatically.  When I asked them to repeat it, they did happily, and each of these pro receptionists had gathered my information correctly.

Now, I am probably pickier than most customers.  I learned a lot during my years of working as a virtual receptionist at Ruby, and I’ll admit that our standards are pretty high.  If you’re fielding calls, my advice is to confirm the spelling of names and tricky words, and always read back numbers — telephone numbers, addresses, etc. — when gathering information from callers.  (Try using words to confirm letters, and reading from your notes to confirm that you’ve gathered the caller’s information correctly.)  If your callers are anything like me, they’ll appreciate it if you confirm their information, and they’ll notice if you don’t.

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.