Robin Thompson, owner of Etiquette Network and the Robin Thompson Charm School, says, "Usually a receptionist should always say the company name, then his or her name, and 'may I help you?' or 'how may I assist you?' So he or she would say, 'XYZ Enterprises, this is Robin speaking, how may I help you?' If you are answering the phone in your department, it's always best to say your first and last name, because obviously there might be two Robins working in a department. First and last name and 'good morning' or 'good afternoon' and again perhaps 'How may I help you?' but at the very least say your first and last name with a smile." Smiling when you talk on the telephone makes a difference, even though the person you're talking to can't see your smile. You sound more friendly when you're smiling. That might seem a bit counter-intuitive, but it does work.
The CalState Fullerton Information Technology site has a telephone etiquette guide for its employees that gives advice that would apply to many kinds of workplaces. The site says that you should answer the phone promptly. If possible, pick it up before the third ring. Before you pick it up, stop doing anything that makes noises that might be distracting or annoying to the caller, such as typing, eating, drinking, chewing gum, playing the radio, and talking to the people around you.
Always be professional. The CalState site says, "Remember that you may be the first and only contact a person may have with your department, and that first impression will stay with the caller long after the call is completed." You should "speak clearly and distinctly in a pleasant tone of voice."
Practicing good telephone etiquette means being considerate of your callers and your fellow staff members in all the different situations you may encounter while answering the phone. If you need to temporarily leave the line, CalState says you should use the hold button, rather than just putting the receiver down on the desk, so the caller won't "accidentally hear conversations being held nearby." If you need to transfer a call, explain what you are doing and tell the caller where he or she is being transferred to. If you receive a call from someone who "has reached the wrong department, be courteous. Sometimes they have been transferred all over ... with a simple question. If possible, attempt to find out where they should call/to whom they should speak. They will greatly appreciate it." If you receive a call for a staff member who is not in, be tactful and aware of that staff person's privacy. For example, CalState says you shouldn't say that someone "hasn't come in yet." Instead say, "I expect him shortly. Would you like to leave a message on his voicemail?'"
