Important Business Caller's Good I Request Caller Call

When answering a business "line" (phone attached to a particular phone number), it's important to leave a good "impression" (how one is perceived) on the caller. For example, when answering, it's important to speak "clearly" (with speed and pronunciation that help people understand one's words) while stating one's name and company, such as "Good afternoon, Acme Insurance, this is Rebecca. How may I help you?"

If the caller's request has to be "transferred to another line" (forwarded to another person's phone), it's important to clearly tell the caller why the call is being transferred and to whom. It's also important to request the caller's "permission" (approval to do something) to transfer the call, For example, "Our accounting department should be able to answer that question. May I transfer you to Shane, who handles our small business accounts?"

Sometimes a call has to be put "on hold" (set aside for a short period of time). Again, it's important to request the caller's permission. Sometimes people simply say, "Please hold" and put the call on hold right away, but that can be considered "rude" (impolite). Instead, it's a good idea to ask, "May I put you on hold for a moment?" and then wait for the caller's response.

Finally, if the caller needs to speak to someone who is not available, it's a good idea to give the caller several options, such as: "Would you like me to give her a message, or would you like me to transfer you to her voice mail?"