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Written by
Jennifer Herrity. Indeed, Career Guide
Updated July 30, 2024

How To Answer the Phone Professionally (With Examples)

In recent years, digital communication methods like texting, email
and social media have become the preferred mode of contact for
many people. Despite this, a lot of companies still rely on direct
phone calls to communicate with customers and clients. If your
role requires you to communicate through phone calls, then it's
crucial to learn how to answer the phone properly. In this article,
we discuss why phone etiquette is important and we offer tips and
examples to guide you in how to answer the phone professionally.

Why is it important to answer the phone professionally?

Even in this digital age, the telephone is still a primary
communication device for many organizations, like businesses,
health institutions, schools and more. The way employees answer
the phone often forms a customer or client's first impression of
the organization. If you answer the phone in a professional
manner, the caller may be more motivated to give you, their
business. They may also feel welcome to ask questions, find
solutions and offer loyalty to your organization. Therefore, it's
crucial for all employees of an organization to be trained properly
in professional phone-answering practices and etiquette. By
answering the phone properly, you show the caller that you
respect them and care about what they have to say.

How to answer the phone professionally

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Many factors lead to a successful, professional phone call. While
the customer service techniques you use throughout a call may
differ depending on the organization you work for and who you're
talking to, answering the phone professionally is typically a
standard practice. Here are 10 steps you can take to practice
answering the phone professionally:
1. Answer by the third ring
It's courteous to pick up the phone promptly to avoid making
callers wait. Out of respect for the caller's time, try answering any
call by the third ring or send it to voicemail if you are unavailable
rather than letting it continue ringing. This way, you can help
customers and clients in a timely manner.
2. Offer a greeting
While the standard "Hello?" greeting is common and sometimes
suits professional situations, you may want to offer a more
specialized greeting when answering the phone for your
organization. For instance, you can state the name of your
organization, introduce yourself by name and ask how you might
help the caller on the line.

Example: "Good morning! Thank you for calling Dr. Johnson's

office. This is Miranda speaking. How may I help you today?"

3. Speak with a smile

As strange as it may sound, your tone often changes noticeably
when you smile while speaking. Monitoring your tone throughout
a call can be a challenging task, especially if you're performing
multiple duties at once—as is often the case if you are a front
desk agent or customer service provider. So, try smiling when you
greet the caller. Using this trick can help you maintain a
professional, friendly and positive tone throughout the phone-
answering process.

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4. Be clear
Clearly enunciating your words can help you assist callers
efficiently and professionally. On the phone, you may have to
battle with poor cellular service, background noise and muffled
voices. These factors can sometimes lead to unclear calls. If you
speak slowly and clearly, it will be easier for callers to hear what
you say the first time so that you don't have to repeat yourself.

5. Avoid slang
For callers to understand you, avoid using slang and industry-
specific buzzwords. Rather than using casual phrases like "cool"
and "no problem" on the phone with clients, swap them out for
more professional ones, like "very well" and "you're welcome."
Even further, try to avoid using filler words like "um," "like" and
"know," and focus on using appropriate, professional language
instead.

6. Be positive
Maintaining a positive and upbeat tone can help callers feel
welcomed and at ease. Try switching out phrases like "I don't
know" for proactive alternatives like "Let me see if I can figure
that out for you." If answering calls is part of your job, it's likely
your duty to assist clients by properly fielding questions and
transferring them to different colleagues or departments. Make
sure that you take this duty seriously and treat your callers with
kindness and respect.
7. Ask before you put someone on hold
If your organization is busy or understaffed, clients may
experience long wait times before their call even reaches you.
This is especially true if your organization’s screens call at first
using automated systems and menus. Therefore, it's important to
respect your caller's time from the very beginning. One way you

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can do this is by asking the individual before putting them on
hold. Explain why you need to do so and thank them when they
are obliged. This is a simple addition to your phone etiquette that
can go a long way with customers.

Example: "I understand your concern, Ms. Weiss. I'm going to

have to check with my supervisor to see if we'll be able to
reschedule your appointment with less than 24 hours' notice.
Would you mind if I placed you on a brief hold?"
8. Take messages accurately
If your organization doesn't use a voicemail system, you might
take messages for colleagues or superiors periodically. When you
do, make sure your messages are accurate and include all the
details of the calls. This can help your colleagues pick up where
you left off seamlessly with a caller without needing them to
repeat information. In general, taking accurate messages can
improve your organization's customer or client operations.
9. Know how to transfer and who to transfer to
Phone systems can be a challenge to use the right way. Therefore,
you'll want to practice using all the functions of your
organization's phone system before trying to answer calls.
The transfer function is especially important to use properly, as
you will probably have to use it daily when transferring calls to
colleagues who are better suited to assist clients with their needs.
Knowing how to use this function correctly, in addition to keeping
an updated list of colleagues and their responsibilities for you to
reference, will help you ensure that calls are transferred to the
correct individual.
10. Close on a positive note
When you're about to hang up with a caller, try to end the
conversation on a positive note. You can do this by thanking them
or wishing them well. This can motivate clients to feel positive

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toward your organization and make them more comfortable
calling in the future to address other requests, questions or
problems. Example: "Thanks for your call today, Mr. Weston. I
hope you have a wonderful rest of your day."

Other helpful tips to consider when answering the phone

The steps above are crucial to keep in mind when answering the
phone at work. To help you further professionalize your calls,
consider these additional tips:
 Make sure the person you transfer the call to is
available. To ensure that callers are met with an answer
rather than a voicemail when transferred, make sure the
colleague is available to help beforehand.
 Save your food and drink for after the call. To remain
professional, avoid eating or drinking while you're on a call
with a customer, as speaking with food or drink in your
mouth can make your pronunciation unclear.
 Create a professional voicemail message. There will be
times when you can't make it to the phone in time or won't
be able to answer immediately because you're busy with
another task. To prepare for occasions like this, create a
professional voicemail message and update it frequently. If
clients or customers do leave you a message, make sure you
call them back within a business day to retain their business
and meet their needs as quickly as possible.

Professional Words for Customer Service Representatives

Words matter—period. The way you communicate with your
customers can be the difference between a one-time buyer and a

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lifelong advocate for your business. Professional, empathetic, and
clear communication isn’t just a nice to have; it’s an absolute
necessity in today’s competitive market. Customers remember
how you make them feel, and your words are the foundation of
that experience.
The following words have value – they communicate respect,
understanding, and appreciation for the customer’s needs. No
matter the situation, these words will create a positive impression
and build trust with your customers.
 Thank you: This simple yet powerful word shows gratitude
and appreciation for the customer’s business. Use it at the
end of every interaction to leave a positive, lasting
impression.
 I understand: Empathizing with your customers’ concerns
can go a long way in building trust and rapport. Use this
phrase to show that you are listening and trying to
understand their perspective.
 My pleasure: A great alternative to “you’re welcome,” this
phrase is more personal and lets the customer know that it
was enjoyable for you to assist them.
 Absolutely: When used in response to a request, this word
shows that you are confident and willing to help. It also adds
a level of enthusiasm and positivity to the conversation.
 Certainly: Like “absolutely,” this word conveys a willingness
to assist and provide a positive outcome for the customer.
 I apologize: Taking responsibility for any mistakes or
inconveniences shows accountability and respect for the
customer. Use it genuinely in situations where an apology is
necessary.
 Allow me: When helping, use this phrase instead of “let
me” to show that you are granting permission and taking
ownership of the task.

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  Here’s what we can do: Instead of saying “I don’t know”
or “we can’t,” offer solutions or alternatives by using this
phrase. It shows that you are proactive and focused on
finding a resolution.
 Absolutely right: When a customer is correct, use this
phrase to acknowledge their knowledge and expertise. It
also shows humility and a willingness to learn from the
customer.
 Great question: Use this phrase when a customer asks a
thoughtful or insightful question. It shows that you
appreciate their engagement and encourages further
communication.

An Essential Guide to Proper Phone Etiquette (With Tips)

Written by
Indeed, Editorial Team
Updated August 15, 2024
Communicating on the phone remains an important task for many
professionals. Despite digital customer service communication
advancements including email, texting and automated answering
services, customers and coworkers continue to use the telephone
as their initial point of contact. Learning about how best to talk
with others through this medium in the workplace can help you
improve your communication skills. In this article, we provide a
definition for phone etiquette to improve the quality of your
phone calls and describe why phone etiquette is important.

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What is phone etiquette?
Phone etiquette is the way you represent yourself and your
business to customers and coworkers through telephone
communication. This includes the way you greet a customer, your
body language, tone of voice, word choice and how you close a
call. Etiquette also involves how you listen to others when
discussing professional topics. You might use this form of
etiquette when interacting with customers or working with others
within your organization.

Why is phone etiquette important?

Here are some of the key reasons why phone etiquette is
important:
 Show professionalism: Showing professionalism entails
how you represent your company with a positive attitude
and knowledge. Communicating your working knowledge to
your callers using telephone manners should establish you
as a professional worthy of repeat business dealings.
 Create a good first impression: The initial phone call with
a customer is your opportunity to show the customer how
pleasant it is to conduct business with you. Creating a
memorable experience can influence them to recommend
you to others or purchase more products.
 Increase customer trust and loyalty: If you have a
positive interaction with customers on the phone, customers
may feel more comfortable having more meetings or
discussions in person or through other channels. This can
help build your reputation and increase customer loyalty.
 Achieve high customer satisfaction ratings: When you
meet customers' needs over the phone, they can accurately
assume that you can continue to meet their needs in person,
creating a consistent experience.
Tips to improve your phone etiquette

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Here are tips you can consider improving your phone etiquette:

Answer the call within the first two or three rings

Providing a quick answer to customers' phone calls should let
them know that their business is important to you. When
customers feel valued, they could be more likely to use your
business. If you can't answer the phone because you have clients
in front of you, check the voicemail box frequently and call back
as soon as you're able.

Identify yourself and your business at the beginning of

calls
Identifying yourself and your business at the beginning of a call
lets the customer know that they called the correct place. When
you identify yourself, the customer can explain the reason for
their call quickly rather than asking additional questions. This can
apply if you're calling customers or coworkers, too, so they know
immediately with whom their speaker.

Being positive
Offering a positive tone of voice builds rapport, as the receiver
becomes more open to sharing details about how you can best
assist them with their needs. If possible, practice by recording
your phone calls. Listen to the call recording, notice your tone and
make corrections as necessary. Positivity can also help you turn
negative calls into better situations, showing that you want to
help customers and coworkers.

Minimize interruptions
Minimizing interruptions is possible, even in offices with ample
foot traffic. Take a moment before answering a call to put aside
items you were working on and prepare to give your full attention
to your caller. For instance, try turning your back away from your

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crowded office when you answer phone calls, this way other
individuals in the room know you're unavailable to assist them
while you're on the telephone.

Actively listen and take notes

When listening actively, it can be beneficial to give periodic
affirmations that you understand the customer. For example, you
could say, “I understand that you would like to return your
product” or “Thank you for sharing your concerns.” Keeping a
record of the conversation by taking notes can ensure that you
remember and respond to all the customer's concerns
effectively. Active listening can also mean asking clarifying
questions to help better assist others.

Remain honest
Honesty is more important than trying to make your customer
happy. If there's something you know you can't do for them, make
them aware that you cannot perform the task they
request. Deliver the honest message in a polite and sympathetic
way and your customer may still have a positive experience with
your business after the call is over, even though you cannot meet
all their needs. For instance, you could say, "I understand your
concerns, but unfortunately, we cannot approve your request.” If
you know of additional resources that the caller can use to meet
their needs, you can provide them before closing the call.

Ask the caller before placing them on hold

You may need to place a caller on hold to get more information for
them. For instance, you could say, “Would you mind if I placed
you on a brief hold to better assist you?” Asking the caller before
placing them on hold allows them to know you're working on
assisting them to the best of your ability and it displays
professional courtesy. This can help you to handle other requests

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or situations that might be a higher priority.

Minimizing emotional reactions

Try to keep your tone of voice positive, even when conducting
difficult conversations. Find a break in the conversation and ask
the caller politely if you may place them on hold. While a
customer or coworker is on hold, take two deep breaths and
remember to be objective and empathetic when faced with a
challenging caller. If possible, you can refer callers to other
employees or a manager if you feel yourself being emotional.

Ensure you meet the caller's needs before closing the call
Making sure you meet the customer's needs is usually your goal
when answering a phone call. The customer may often forget
about other questions they have during the conversation. Asking
if you met their needs or if they have questions is a great
opportunity to be proactive and provide further clarification.

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