By Peter Lyle DeHaan , PhD
How often have you called a company and wondered if you reached the right number? All too often, busy people answer calls hurriedly, haphazardly, or incompletely. Or perhaps the receptionist seems out of breath after spitting out a lengthy, tongue-twisting greeting.
Also, it’s vital that an organization answers every call the same way.
There are three parts to the ideal phrase to answer the phone:
The greeting is simply “Good morning,” Good afternoon,” or “Good evening.” During the holiday season, “Happy holidays,” or “Season’s greetings” may be used. The greeting lets the caller know someone has answered and that it’s time to listen.
If the caller lacks focus or needs to adjust his or her ears to catch your phrasing, pace, or accent, the greeting gives time for this to happen, but the phrase is also not critical if it’s missed. Lastly, the greeting serves to set a positive tone for the call.
2) Company Identity
The company identity is simply the name of your organization, such as, “Acme Industries.” It lets callers know who they have reached, thereby confirming they dialed correctly. In general, state the company name as people outside your organization typically say it.
Therefore, you should generally drop legal suffixes, such as Inc, LLC, and Ltd, or other formal elements that would confuse the caller rather than clarify. For the same reason, don’t shorten or abbreviate the company name, either. Saying “AI” when everyone knows you as “Acme Industries” serves no useful purpose.
3) Your Name
The final element is your first name. This adds a valuable personal touch. It’s much easier for a caller to get mad at an anonymous voice, than a real person with a name. Using your name also allows you to build a rapport and establish a personal connection with the caller.
As the last word of the perfect answer phrase, it is also the one most easily remembered by the caller. Omitting your name implies a lack of personal interest. Ending with your name signals confidence and competence, which are critical in problem-solving and customer service situations.
Avoid Unnecessary Addendums
It’s all too common for people to tack on the ridiculous phrase, “How may I direct your call?” A direct response to this senseless question is “quickly and accurately.” This is not effective communication; drop pointless embellishments.
Putting these elements together results in the perfect answer:
“Good morning, Acme Industries, this is Fred.”
Customer Service Success Tip” Call your organization to see what happens. Then instruct your staff on the right way to answer your phone. Make sure everyone follows it.
Read more in Peter’s new book, Sticky Customer Service, to uncover helpful customer service tips, encouraging you to do better and celebrating what you do best.