We have nine ways to communicate (maybe more), and often miscommunicate, in the business world: face-to-face, email, snail mail, fax, phone, voicemail, text, chat and social media. By Nancy Friedman

We have nine ways to communicate (maybe more), and often miscommunicate, in the business world: face-to-face, email, snail mail, fax, phone, voicemail, text, chat and social media.

Miscommunication can occur across all of these platforms. Sadly, it comes with the territory.

Simple as it sounds, answering a phone call is not as simple as it seems. People have been slack on their cell phones. And worse, in the business world.

Let’s take the basics.

You only need three things to say when you answer the business telephone at your office.

  • The Buffer. This can be any one of these welcoming statements: “Good morning,” “Good afternoon” or “Thanks for calling.” Bottom line is every time you pick up the phone you need a buffer to greet the caller. Buffer words set up the most important part of the greeting and that is going to be:
  • The company name! Without a buffer the company name can get lost.
  • Finally, your name. And your first name will do the trick.

It sounds like this: “Hi. Thanks for calling the Telephone Doctor’s office. This is Nancy.”

  • STOP! Anything after your name, erases your name.
  • Important fact: “How can I help you?” is not necessary on an initial greeting. You are there to help! That’s why you answered the phone. Again, saying anything after your name erases your name.

By having your name be the last thing you say to the caller, they will remember it. And the best part is that 99% of the time they will give you their name immediately because you gave them yours!

Give the caller these three points at the top of the call and your call will go in the right direction!

Nancy Friedman

Nancy Friedman, the founder and chairman of Telephone Doctor Customer Service Training, is a popular keynote customer service speaker at franchise, corporate meetings and conferences around the country. She is now offering and specializing in Zoom programs, nancy@telephonedoctor.com, 314-291-1012.