“You never get a second chance to make a first impression.” It's one of my favorite quotes by Will Rogers. It applies to all interactions we have with customers. Especially when it comes to the telephone answering techniques you use in your business.
It's critical for everyone in an organization to understand what makes a great call. Here are some tips to make sure your callers experience the 'wow factor' the next time they call.
1. Answer with a Smile
It's important to get off on the right foot when answering the phone. The best way to do this? Smile. Seriously.
The tone of your voice physically changes when you smile—and the caller can hear it. It’s subtle, but people pick up on it right away. Smiling puts your own brain into a friendlier state, and that translates over the phone. It’s been proven to ease tension, set a positive tone, and make you sound more approachable.
Smile like you're picking up the phone to talk to your grandma. You wouldn't answer that call cold or flat. Same applies here. The energy you bring into the call becomes the energy your caller walks away with.
2. Use a Professional Greeting
Answering the phone with just your company name? That’s not enough. A proper greeting sets the tone for the rest of the call and builds immediate trust.
Start with a warm opener like:
- “Good morning”
- “Thank you for calling”
- “Good afternoon, thanks for calling [Company Name]”
From there, include your name and, if needed, the department they’ve reached. If the call was transferred to you, it’s always helpful to add something like, “How can I help you today?”
Say your greeting out loud a few different ways and actually listen to yourself. Does it sound robotic or rushed? Or does it sound like someone you’d want to talk to?
3. Mind Your Manners
“I was raised to treat the janitor with the same respect as the CEO.” – Author Unknown
This one feels obvious, but it’s worth repeating: Always be polite. Every time. Every caller.
Say please. Say thank you. Speak with kindness, even if the person on the other end is frustrated or difficult. At Ambs, we aim for at least two pleases and a thank you per call. It’s a simple standard, but it adds up in a big way.
Manners are like tire pressure. You don’t always notice when they’re working, but when they’re missing, everything feels off.
4. Listen Like a Ninja
Give your caller 100% of your focus. Multitasking might feel productive, but it shows up in your tone—and not in a good way.
The caller will notice if you're distracted. They’ll sense if you're checking emails, responding to a teammate in chat, or zoning out. It sends the message that their issue isn’t a priority.
If you do need to type or take notes during the call, just say so. Something like, “I'm going to take a few notes while we talk, so you might hear some typing.” It shows you’re paying attention and being transparent.
I like to call this “visible listening.” Even though the caller can’t see you, they should feel your presence.
5. Ditch the Buzzwords and Acronyms
Every industry has its lingo. But to callers? Most of that sounds like a different language.
When you use terms they don’t understand—“ETA on your SLA with the CSR,” for example—it’s confusing at best, and condescending at worst.
Speak like a real person. Think of how you'd explain the issue to a friend who doesn’t work in your field. Would you say “real-time visibility and performance enhancement,” or “You’ll get updates as soon as something changes”?
6. How to Put Callers on Hold
It’s inevitable—you’ll need to put someone on hold at some point. How you do it makes a world of difference.
DO:
- Ask if it’s okay before placing them on hold: “Would you mind if I place you on a brief hold?”
- Wait for them to say yes.
- When you return, thank them and acknowledge the wait: “Thanks for holding, I really appreciate your patience.”
DON’T:
- Say “please hold” and drop the call into silence.
- Put your hand over the receiver and talk to someone else—we can promise you, the caller hears everything.
- Let coworkers interrupt you mid-call. It sends the wrong message about your priorities.
7. Empathize with the Caller
“We are all united by one single desire—to be valued by another.” – Dale Carnegie
Your caller might be having a rough day. Maybe they’re calling about something urgent or personal. Or maybe they’ve just been on hold with three other companies already. You can’t fix everything, but you can make them feel heard.
Here are a few ways to show empathy:
- “I’m sorry to hear that—let’s see what we can do together.”
- “That sounds frustrating. I’ll do my best to help.”
- “I want to make sure I understand what you’re going through.”
- “I’m here to help, and we’ll figure this out.”
I often remind new agents: “You don’t need to solve their problem in the first 30 seconds. You just need to show them they’re not alone in it.”
8. The Reassuring Close
How you end the call matters just as much as how you begin.
It’s your chance to leave the caller feeling confident, cared for, and clear on what happens next.
A great go-to?
“Is there anything else I can help you with today, [caller name]?”
Then close with a warm thank you:
“Thanks for calling, [caller name]. Have a great day.”
Remember, Phone Answering Will Come Easy with the Right Training
This is your final impression—make it one that leaves them feeling supported, not rushed off the phone. If they hang up smiling, you've done it right.
But, if they don't, it's not entirely your fault. You may want to think about whether you even have the bandwith to handle your business' calls. Is it a good use of your time? You might wonder "Who else could I outsource my phone answering to?".
The answer: a dedicated phone answering service! The right phone answering service will save you not only time but money in the form of captured opportunities. Learn more about this service through the helpful links here:
Helpful resources:
Do phone answering services provide an ROI on the cost of missed calls?
Interested in becoming an answering service agent? Join our award-winning team by applying now to open positions in Tampa, FL and Jackson, MI.
Aaron Boatin is President of Ambs Call Center, a virtual receptionist and telephone answering service provider. His passion is helping clients' businesses succeed. Melding high tech with high touch to provide the best customer service experience for clients is his core focus.
Topics:
