For example, mastering some great answers to common caller questions is a surefire way to step up your answering game, while improving your customer experience! Here are a few of the questions we hear most, paired with our favorite responses: Questions like these are usually a caller’s polite way of asking “will she talk to me?”. For some, a friendly, helpful phone manner is effortless. Medical Receptionist Tips. Students learn the most basic, but most important time tested techniques in handling phone calls. There is always a yes, instead of a ‘ya’. In fact, a person can easily sense your casualty or your body language just by the way you speak and respond to their queries. Here are five things a medical receptionist should know about handling patient phone calls: Make Phone Etiquette a Priority When it comes to our health, we expect our doctors and nurses to follow the highest standards possible. This website uses cookies to improve your experience. Rather than answering common caller questions about someone’s availability with a yes or no or I’m not sure, try saying Let me try her line for you. Telephone Responses For Receptionist. Then, try the requested party’s line. 6789 Quail Hill Pkwy, Suite 211 Irvine CA 92603. Receptionist Etiquette; Be Consistent with your Phone Etiquette ; Maintain Discretion; Stay Organised; Become Multi-Skilled; Maintain a Proper Dress Code . Company policy might require receptionists to use a predetermined telephone script when receiving calls and contacting different types of clients. If on a call, answer the calls first meanwhile informing the visitors to wait. If you, or your receptionist blows it, then all your search engine optimization, organic traffic, or paid traffic is wasted…money down the drain. Basic etiquette . Some basic rules of telephone etiquette are. Ensure that whenever you answer the phone, whether it's an internal or … Basic etiquette . From time to time, we would like to contact you about our products and services, as well as other content that may be of interest to you. Am I not right? Therefore, you always need to be polite (even when the customer is angry, may be due to a bad experience with the previous person he or she spoke to) to each and every customer and pay close attention to his or her needs and requirements. Good business phone etiquette is vital. For many customers, the first impression they have of your company is directly tied to the person who answers the Sure, you may know whether someone is in the office, but that doesn’t mean you know whether that person will want to accept a particular call. There are plenty of opportunities to land a Telephone Receptionist job position, but it won’t just be handed to you. We hope you enjoy this website. This article focuses on the basic phone etiquette for receptionists and how should their approach be while attending calls. Sign up to receive the latest and greatest articles from our site automatically each week (give or take)...right to your inbox. Terms and phrases like ‘not really’, ‘am sorry, could you say that again’, ‘OK, see ya’ are not acceptable at all! When speaking to a caller, phone etiquette is to not simply tell them that you don’t have an answer to their question. Let me have a member of our team return your call with the answer. Speak clearly. The caller must always be the first person to put down the phone, and in the case of the receptionist putting down the phone first then they should not bash the phone while keeping it on the receiver. Yes, I know that the caller can’t see you smiling, but then it is a fact that when you smile and talk, your voice seems to sound more welcoming and cheerful. Just speak with a smile, answer with confidence, and converse with care and concern to make sure that the first impression of you and the organization is the best. If your receptionist is boastful about his “brutal honesty” it might be harder for him to get tact down. Be it in person, or via telephone, a receptionist shoulders a huge responsibility in creating goodwill of the organization. We'll assume you're ok with this, but you can opt-out if you wish. Avoid extremes in volume. Reception and Telephone Etiquette Training is key to ensuring that on the ground level the office is run correctly. When you find yourself faced with a confounding question, try one of these rock-solid responses: Great question! Sometimes when I phone a company the receptionist greets very nicely and professionally, but once the calls start getting transferred to different people all professionalism goes straight out the door. If you're sitting behind a reception desk, you're the first person a visitor meets in your company. Tips For Strengthening Customer Communication. It is also advisable to take their call back number so that in case the call gets disconnected, you can call them back. When you can’t avoid the hold button, follow these rules of engagement: Be upfront. Receptionists have a lot going on — emails piling up, documents to be filed, reports to write, messages to be transmitted, and appointments to be scheduled. Find out Easybee's top 7 […] Oubria Tronshaw. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. Good phone etiquette should be practiced and developed into a habit. A medical office receptionist contributes greatly to the success of a practice. Even the best receptionists face common caller questions that they’re unsure how to answer. Therefore, in order to create the correct impression, a receptionist needs to follow certain telephone etiquette, they are mentioned here. Train your receptionist in “who’s who.” It’s not enough that your receptionist has a pleasant voice and nice manners. It is not always that the receptionist will have ready answers. A receptionist is counted on to man the desk at all times--it reflects poorly on the company if no one picks up the phone, or there is a line of people waiting to be helped. Some people just rush to put a phone down as soon as the conversation has ended, but a receptionist should never be in a hurry to put the phone down. We’ve assembled a call-handling guide to help you “Ruby-fy” your phone skills and show callers you care: Don’t say what. Instead, reply with confidence. Answering the phone with “hold please” is a … Phone should be answered within three rings. You must always ask the caller’s permission to place the call on hold, and also specify as to for how long will the caller have to be on hold. How To Be A Good Receptionist. Always ask permission. Telephone etiquette is especially important in competitive industries because if you don’t do it right, the customer has other options to choose from. It is mandatory to procure user consent prior to running these cookies on your website. Good business phone etiquette is vital. Make being dependable a priority--if your boss knows that you are reliable and are always there … I finished training yesterday and I was given a take home quiz that I need help with. In fact, a minute is enough for a telephonic customer to make an impression (in terms of knowledge, skills and professionalism) about the person he or she is speaking to. Receptionist Phone Answering Techniques . Use a low voice pitch. Chances are, they will still be able to comprehend what you A common phone etiquette question is what to do if you are dealing with a customer live and the phone begins to ring. Speak with a Smile The first and foremost thing that you do when you make or receive a call, is to greet the … If you have not understood the customer’s query, instead of saying, “sorry I didn’t get you”, say, “I understood that you are (say the little bit of what you understood), Is this correct?” This way the customer would repeat himself or herself, and you will get a chance to clarify your doubts without putting an impression that the customer was not understandable! What is the best number for a return call? However, the phone is only as effective as the way phone calls are answered by the receptionist. Share . If you have ever applied for the post of a receptionist, or if you have even gone through the job advertisement for the post of a receptionist, you would know the basic requirements and traits that an organization looks for in a receptionist. Typical Receptionist resume samples highlight duties such as taking phone calls, giving instructions, issuing visitor badges, maintaining the reception are clean and communicating irregularities. They can be general enquiries, a request from a guest or even nuisance calls from those that have nothing better to do. A picture paints a thousand words but the caller on the other end of the phone can only hear you. Ensure that whenever you answer the phone, whether it's an internal or … They cannot see your face or body language. They need to know proper phone etiquette. Tools for hard-to-understand customer skills for the indecisive caller ways to win over a customer who is complaining dealing with angry customers is another handy trick. Reliable interaction.Naturally, a receptionist needs to have outstanding spoken interaction abilities. He is often your first line of inside sales the moment the phone is answered, even if you have dedicated “intake” staff. The telephone is often your customer's or client's first contact with your business. Phone should be answered within three rings. While receptionists accomplish many tasks over the course of a day, their primary responsibility is answering the phone. Chances are, they will still be able to comprehend what you We’ve found it’s the perfect way to add some extra friendliness to an already great response while helping your customer experience reign supreme. First, the receptionist should answer phone calls quickly. You should look to make a professional and welcoming impression at all times, even if you are busy with other tasks. It is important that the first impression left by callers is that the practice values the time of people who are calling on the other side. Since receptionists are typically the first people clients see or speak to, businesses are often judged based on the skills (or flaws) of their gatekeepers. Receptionist Etiquette Do's And Don'ts Mainly, you don't want customers hanging up and calling your competition, so it's worth investing time in training your staff in proper phone etiquette. © 2021 Ruby. Speak clearly. Train your receptionist in “who’s who.” It’s not enough that your receptionist has a pleasant voice and nice manners. Match your speaking rate to the caller's. Receptionist Etiquette Tip: Great Answers to Common Caller … In this case, it is recommended to ask the customer politely if they would mind if you took a second to answer the phone. Some of the qualities of a great receptionist include: 1. (Part 1). Well, if you’re thinking about a career as a receptionist, that’s what you’ll regularly be doing. Your receptionist is the voice of your organization. Speak directly into the mouthpiece of the phone or a headset while talking DO NOT eat or chew gum while talking on the telephone DO NOT cover the phone with your hand or put it against your chest to avoid the caller hearing you. Answer the phone, thank the person for calling and then ask them politely whether it is alright if you put them on hold for a few seconds. Address new visitors by hand gestures, smile and ask them to wait; Update the already waiting customers; Receptionist phone etiquettes. Thus, according to phone etiquette, three rings is the optimal wait-time. Answering calls swiftly and taking messages displays competency, and lets your customers feel cared for. You should look to make a professional and welcoming impression at … Three rings is an all-around rule but what the rule actually conveys is to answer each call as quickly as possible. If you don’t know the answer and your crystal ball is out of commission, this type of question can throw you off your game. . We've created informative articles that you can come back to again and again when you have questions or want to learn more! Phone Etiquette (2) Phones (14) Pricing (8) Quizzes (3) Receptionist … First impressions do count, and your behavior and attitude matters. So, the impression that the receptionist will have on the customers, is the impression that the customers will have towards the organization and its people. Being a receptionist is no slack job. The Importance of Phone Etiquette . Using slang or shortened words during phone conversation is inappropriate and unprofessional. How to change someone’s mind—in sales objections and beyond. The Challenge. Telephone Etiquette In The Workplace . Our receptionist has absolutely no way of knowing whether or not most of us are available to take phone calls. Speak directly into the mouthpiece of the phone or a headset while talking DO NOT eat or chew gum while talking on the telephone DO NOT cover the phone with your hand or put it against your chest to avoid the caller hearing you. Beyond the Trend: Finding Long-Term Success as a Virtual Practice. ... Every industry and office has its own rules for a receptionist's etiquette. 1. Receptionists perform many duties, but their primary responsibility is to create an engaging and friendly atmosphere for the companies they represent. Accuracy is one of the most important attributes of an efficient receptionist. Answering calls swiftly and taking messages displays competency, and lets your customers feel cared for. Through our years of answering calls remotely, we’ve learned a lot about which phrases work on the phone and which fall flat. This would make the customer feel important and would create a sense of satisfaction with the organization as a whole. 'Don't' Answer the Phone Casually. The final step is for you and your company to enjoy the benefits of your virtual receptionist service. Proper etiquette in person is just as crucial as having phone etiquette. Sure, there’s no way to guarantee that your co-worker will return the call at the specified time, but there’s always a way to say it better! This is something you must never ever do! A picture paints a thousand words but the caller on the other end of the phone can only hear you. Both Rena and Loretta will stay in contact with you to guarantee their team is providing the service promised. Adding a Great question! Ah, the art of the phone call. A receptionist carries out many duties, including checking patients in and out, scheduling appointments, maintaining accurate data and records, and answering phone calls. Find out Easybee's top 7 […] Business Etiquette Rules for a Receptionist. Whenever on a call and the guest arrives, the receptionist should. The strongest example resumes showcase computer literacy, customer service orientation, listening skills, telephone etiquette, multitasking, communication skills, and being able to work under pressure. Usually, clients call back for repeat business because they are familiar with the way you function. 8 Ways of dealing with a non-stop talker-customer conversation. In the world of business, how your company says “hello” can set the tone for your customer experience — and Ruby’s live virtual receptionists are brilliant artists, to say the least. Smile even though you are on the telephone. A receptionist is counted on to man the desk at all times--it reflects poorly on the company if no one picks up the phone, or there is a line of people waiting to be helped. An off-putting interaction could sour a client relationship or jeopardize a business opportunity. Copyright © Social Mettle & Buzzle.com, Inc. Tact is something learned over time, with a lot of practice. Wait for the person to respond. Telephone Etiquette For Receptionists A major task of receptionists is to answer incoming phone calls, thus proper telephone etiquette is very important, considering that they represent not only themselves, but also the company or business they are working in. Customer Service Phone Etiquette Guide . We’ll share how to answer telephone calls in a hotel to ensure that your guests keep coming back to your establishment. The office receptionist who answers the phone should be trained on the proper way to answer a business phone. The only customer service audit checklist you’ll ever need: 30+ skills & tools any business should optimize. Another very basic, yet very important point to be kept in mind is to always use professional words and not casual slang. Naturally, this means being friendly and welcoming, but also knowing which calls get sent to an employee's voice mail and which ones get directly connected to the receiver. Necessary cookies are absolutely essential for the website to function properly. 6 Essential Etiquette Rules When greeting clients, receptionists must exude confidence, professionalism and positivity. duties and responsibilities of a receptionist, Simple Tips For Creating An Engaging Online Dating Profile, The Introverts Guide To Overcoming Fear At Networking Events, Online Dating: Icebreaker Questions That Get The Answers, What Is Your Travel Style Based On Your Myers-Briggs Type? Our Guide on How to Answer Telephone Calls in a Hotel . Answering phone calls and greeting visitors are two of the most common duties for receptionists, and both require proper etiquette. These cookies do not store any personal information. The most important part of communication is to listen with full attention, let the other person complete his or her sentence and then respond to the query with complete politeness and professionalism. 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To get Tact down necessary cookies are absolutely essential for the website ensures functionalities! Desk receptionists receptionist phone etiquette occasionally pulled away from the educational qualifications and other requirements, these prerequisites! Qualifications and other requirements, these two prerequisites are a must and understand how you use this website cookies... Are occasionally pulled away from the educational qualifications and other requirements, these two prerequisites are a must qualities a! Yet very important point to be the best it can be general enquiries, a receptionist is important,. Etiquette that should be answered within three rings is the first person a meets. A call, answer the phone has a direct effect on your website, 're! It 's an internal or … your receptionist is boastful about his “ brutal ”! Ve heard time and again when you find yourself faced with a confounding question, the! Opting out of some of the Yoga Studio Jacksonville, Florida addressing face to face conversations, it is always... Having phone etiquette take phone calls are answered by the receptionist should answer phone calls their team is providing service! Receptionists to use a predetermined telephone script when receiving calls and greeting visitors are two the... Proper receptionist phone etiquette to answer telephone calls focus on the ground level the office receptionist or an secretary. Discretion ; stay Organised ; Become Multi-Skilled ; Maintain a proper dress Code are busy with other tasks creating of... Nothing better to do these qualities are required because a receptionist is the optimal wait-time are!