How to Greet an Office Guest When You’re On a Call

By Phoebe Osborn | 01.04.2012 |

Virtual receptionists Mercedes and Sara Lee

Ruby's front receptionists Mercedes and Sara Lee

Our clients know they can count on the warm, friendly voices of our virtual receptionist team to greet their callers. Visitors to the Ruby_® office are treated to an added bonus: friendly faces to match! Our front desk receptionists Mercedes and Sara Lee field our clients’ calls like their fellow Rubys, but they also greet office visitors, and take care of all sorts of tasks that keep our office shipshape. How do they do it all? With a smile, of course! If you’re a front desk receptionist looking for a few tricks of the trade, look no further. Our telephone answering champs are here to help!

So what’s the best way to greet an office guest when you’re on a call? According to our front desk Rubys, it’s all about prompt, friendly acknowledgment. Says Mercedes, “When I’m on a call and a visitor arrives, I continue speaking with my caller, but make eye contact with the visitor, smile, and hold my hand up to show I’ll be with them in a moment. If I have a chance to place the caller on hold, I make sure my call notes are clear, then check in with the guest.”

Sara Lee agrees that the eyes have it: “The most important thing is making eye contact right away so the guest feels acknowledged and welcomed.”

Mercedes brings up a good point in saying, “Office guests don’t get angry and hang up.” But if they’re not acknowledged quickly, they might feel neglected, and that’s no good. As Sara Lee wisely says, ”There’s nothing worse than stepping into an office and wondering ‘Does she see me? Maybe I should clear my throat or something.‘” She adds, “If I am on the phone, I make sure to catch the visitor’s eye, smile, and nod to them. I may even give them the ‘One moment, please‘ index finger up that says ‘I’ll be with you in a moment.’”

A final note from Sara Lee: “My advice to receptionists who are balancing walk-in guests and phone calls would be to smile, make eye contact, and be their charming selves. It’s a winning combination!”

Do you field phone calls and greet office guests? How do you balance your daily duties? We’d love to learn your tips! Share by commenting below.

No answer? No problem! How to Respond Confidently to Any Question

By Phoebe Osborn | 11.29.2011 |

Photo by tinyfroglet

The Ruby_® Receptionists team fields lots of questions from callers each day. Many of them our virtual receptionist team can answer (with the help of client-provided FAQs), but some could leave even an in-house receptionist stumped. Although a Ruby phone answering pro may not always have an answer on the tip of her tongue, she’s always ready with a helpful reply. The next time a caller asks you a tricky question, try using these magic words: let me and I’ll be happy to.

Ruby rule: When we don’t have the answer you’re looking for, we’ll help you find it. Being a stellar receptionist isn’t about knowing all the answers — it’s about helping callers find the info they seek. Beginning a reply with the words “let me” or “I’ll be happy to” lets callers know you’re on board and ready to assist them.

The key to using “let me” and “I’ll be happy to” is to use them instead of negative phrases like “I don’t know” or “I’m not sure.” The fact that you don’t know or aren’t sure isn’t important to your caller. Your desire to help is, so let it show!

When you don’t know the answer to a question, it’s second nature to reply with “I don’t know,” but it’s a habit worth breaking. Check out this exchange:

Caller: What’s Jim’s email address?

Receptionist: I don’t know.

Ouch! That receptionist sure doesn’t sound helpful. Let’s try that again:

Caller: What’s Jim’s email address?

Receptionist: Let me find out!

The “let me” reply is a world apart. Positive replies beginning in “let me” and “I’ll be happy to” are the perfect segue into finding a caller’s answer. What’s more, these great starters work wonders in lots of situations — you don’t have to save them for your next phone call! There are many more like them, too: I can, I’d love to, I’ll be sure to, and the list goes on. The key is to resist the urge to say you “don’t know,” and dive in to finding out.

What helpful phrases do you use on the phone? Share by commenting on this post!

Receptionist Etiquette Tip: 3 Must-have Habits

By Phoebe Osborn | 10.27.2011 |

What are the secrets of the Ruby_® trade? Our virtual receptionist team has lots of little routines that help make each call breezy. If you’re seeking a few ways to wow your callers and coworkers, look no further! Here are three fab phone answering tips from the Ruby team:

Take a message even when your caller declines to leave one. Ruby’s live virtual receptionists call them FYI messages, as in “Maria declined to leave a message. She said she’d call back later. Just an FYI.” Here’s the funny thing: you know that caller who keeps trying to reach your boss, but says “Oh, I’ll just try back” each time, declining to leave a message? When that caller finally reaches the boss, they’re liable to say “I’ve called several times! Didn’t your receptionist tell you?” Zing! When a caller opts not to leave a message, play it safe and take one anyway.

Don’t make assumptions about solicitations. Think you can spot a telemarketer through a thousand miles of phone line? You may be right…most of the time. But one slip-up can cause big problems. Throwing an “I’m sorry, we’re not interested” at your boss’s colleague is sure to cause blowback. Ruby’s suggestion: When a caller asks for someone by name, offer the call to that person. If a solicitor-y sounding caller asks for “the owner of the company,” or “the director of IT,” or some general appellation, politely probe a bit by asking, “May I ask if this is a solicitation?” If the caller replies with anything but a “Yes,” offer the call to the appropriate person, or at least offer to take a message. And before you do any of this, ask your team how they’d like you to handle solicitation calls — some folks like talking to telemarketers. One final note: No matter how fishy a caller sounds, be nice. Solicitors are people, too!

Don’t count on your memory — write it down. It’s embarrassing to go back to a caller and ask “May I have your name again?” and even more embarrassing to say “I have…oh, ummm, I forgot his name…on the line” when offering a call. Start taking notes when a call begins, and don’t break the habit no matter how confident you get. Have a pen and paper handy or keep a word processing document open throughout the day — whatever makes it easiest for you to note details as your callers rattle them off.

What are your standby telephone answering habits? Let us in on your secrets by commenting below!

Receptionist Etiquette Tip: 3 Ways to Connect With Callers

By Phoebe Osborn | 09.06.2011 |

Image via Wikipedia

Every member of our live virtual receptionist team is superb at fielding calls, but it’s the desire to connect with callers that makes us more than just an answering service. We answer lots of calls at Ruby_®, and we know that no matter how brief a call may be, there’s always an opportunity to brighten a caller’s day. If you’re in the telephone answering game, we’d love to help you enrich your exchanges with callers. You may just have a minute or two with each caller, but here are three ways to make those minutes count:

Kick off your call with an engaging question. When crafting your company’s greeting, we suggest including an offer of assistance like “How may I help you?” Asking a friendly question right off the bat shows your eagerness to help, and invites your caller to express any needs, ask any questions, or just chat. Plus, it sounds good!

Use your caller’s name. You may not have the opportunity to learn a lot about your caller, but chances are you’ll learn one thing: the caller’s name. Why not use it? A simple “Thank you, Charlie,” or “I’m happy to help you with that, Kim,” does the job perfectly. While you’re at it, introduce yourself! “Thanks so much, Henry. My name is Jane. I’ll patch you through to Ms. Smith’s line now.”

Skip the ”Hold” button. When you need a moment to look up a phone number or reference a file, chat with your caller rather than placing the caller on hold. No need to rack your brain for clever conversation starters — standbys like “How are you today?” and “How’s your day going?” are great ways to connect with callers. It may be brief, but your conversation could make a big impact. A bit of friendly engagement might morph your caller’s mood from gloomy to great!

Got any tips for making a big impact on a short call? We’d love it if you’d share — post your trusty standbys in the comments below!

Telephone Etiquette: 3 Roadblocks and How to Handle Them With Style

By Phoebe Osborn | 08.25.2011 |

Photo by Brian M. Forbes

Every call our live virtual receptionists field is a treat, and although some are trickier than others, we view bumps in the road as a chance to impress. The telephone answering mavens at Ruby_® know that an upbeat tone and polite, respectful words help any conversation flow flawlessly. Is phone answering part of your job? Our remote receptionists are here to help! Here are three common telephone roadblocks, and how to breeze by them with ease:

When you didn’t catch what a caller said, avoid blame. Stay away from aggressive statements like “I can’t hear you,” or “Your phone’s cutting out,” or “Slow down.” If you lay the blame on anyone, make it yourself, and be sure to keep your tone of voice in top form: “It seems we have a poor connection. I’m having trouble hearing you. Would you mind repeating that?”

When a caller mishears you, correct ‘em kindly. Correcting your caller might feel rude, but not doing so may make the caller feel foolish in the future. You’d feel silly if you found out the person you’ve been addressing as Terry for three months is named Kerry, right? Discerning between similar sounds can be tough, especially over the phone. If callers mishear you, politely correct them in your friendliest tone, then move on: “Actually it’s Kerry with a K, but I get that a lot. It’s a tricky name to hear over the phone! Let me try Dave’s line for you.” No biggie!

When a caller hesitates to give info, explain the “why.” If you give your caller a good reason for collecting information, hesitation typically melts away: “Would you mind if I take down your number, so she has it handy when she gets this message?” You can even head hesitation off at the pass by explaining the “why” in your initial query: “May I take down your account number, so we can access your information as quickly as possible?”

Got any tips for handling calls gracefully? Share your thoughts by leaving a comment below!

Telephone Etiquette Tip: 3 Reasons to Skip Formality

By Phoebe Osborn | 08.17.2011 |

Photo by brunifia

When it comes to politeness, the virtual receptionist team at Ruby_® knows a thing or two; friendliness and professionalism are our forte! However, we’ve found that terms like Sir, Ma’am, Mr. and Ms. aren’t always the best path to politeness over the phone. Where names are concerned, we recommend following a caller’s lead — if your caller introduces herself as Mrs. Henderson, address her as Mrs. Henderson. If a caller doesn’t offer a title, our telephone answering experts suggest skipping formality. Here are three reasons why:

1. You might make the wrong guess. Using a respectful title is great, as long as you choose the right one. But what if the caller you address as Ms. Smith goes by Dr. Smith? Worse yet, maybe Ms. Smith is Mister Smith. Don’t assume you can guess a caller’s gender by tone of voice or first name!

2. Your attempt at politeness may backfire. Sir and Ma’am are not only old-fashioned terms, but using them may make your callers feel old. I know I always cringe when I’m called Ma’am — I’ve never been a fan of Miss, but have I transitioned from a Miss to a Ma’am already? Moreover, terms like Sir and Ma’am are often used in a commanding way, as in “Sir, you’ll have to take these items to the customer service desk.” Even when uttered with the utmost tact and respect, Sir and Ma’am might conjure negative feelings in callers, and that’s something every phone answering pro wants to avoid.

3. What’s in a name? Plenty! People love hearing their names, and addressing callers by name is a great way to show them you’re listening. Want to know how to address your caller? Just ask! A simple “May I ask who is calling?” is a great way to go. For added friendliness, try introducing yourself first: “I’ll be happy to help you today! My name is Jane. May I have your name?” Once your caller gives a name, repeat it back with a thank you.

Great! Thank you, Jim!
Wonderful. Thank you, Mrs. Henderson!
Thank you, Linda!

How do you keep your communication polite and friendly? Share your suggestions with our remote receptionists by leaving a comment!

Receptionist Etiquette Tip: 3 Tips for Verifying Names Politely

By Phoebe Osborn | 08.03.2011 |

Photo by Rick Prelinger

Verifying the spelling of a caller’s name can be a tricky, especially if callers expect you to be familiar with them. The talented virtual receptionist team at Ruby_® suggests leaving out verification when possible, but there are some instances where correct spelling is a valuable boon. Say, you’re sending an email to follow up with a potential client after a call; addressing Cathy as Kathy just won’t do. Our remote receptionists are adept at gathering information gracefully in any situation. If verifying callers’ names is part of your job, check out these three tricks of the telephone answering trade:

Take a guess. Are you familiar with the caller’s name? Take a crack at spelling it.

“Smith, that’s S-M-I-T-H, correct?”

If you’re right, you’ve saved the caller a bit of trouble. And even if you’re off by a few letters, you offer a jumping-off point.

“Actually, it’s S-M-Y-T-H.”

“Great! Thank you.”

If you’re unfamiliar with the caller’s name and not comfortable taking a guess, start with a polite question like “Would you mind spelling that for me?” Then, spell the name back to the caller for confirmation. Lots of letters sound alike, so when confirming spelling, use words to clarify letters (“Is that T as in Tomorrow?”). Our phone answering pros keep a spelling alphabet handy for just this reason.

Use Caller ID. Caller ID may be helpful when verifying a name. If the caller’s name matches the name shown on caller ID, try prompting the caller with the name spelling shown there. Caller ID isn’t always correct — don’t use it as a replacement for verification — but it can be a great tool for verifying spelling.

Handling hesitation. When a caller hesitates to verify information, try politely explaining that you’ve been asked to verify the information you collect, and that you’d hate to pass along incorrect or incomplete information. Then, ask for the information again.

“I’ve been asked to verify spelling before transferring calls, and I’d hate to pass along your information incorrectly. Would you mind spelling your last name for me?”

Sounds pretty sweet, right? A little politeness goes a long way over the telephone.

What are your info-collecting tips? Share your knowledge with our virtual receptionist crew by leaving a comment below!

Telephone Etiquette: 3 Tips for Hosting a Conference Call

By Phoebe Osborn | 07.28.2011 |

Photo by Andres Rueda

The virtual receptionist team at Ruby_® has helped you become a superb conference call participant, but what if you’re the host? First off, if you’re seeking a conference call service, we love FreeConferenceCall.com. Next, our telephone answering champs have a few solid tips for hosting a flawless conference call. Check them out!

Plan time for Q&A. Designating time for questions is a great way to limit interruptions. Let your participants know there’ll be Q&A time at the end of the presentation, or at various intervals throughout — whichever you prefer. It’s as easy as adding a helpful statement like these to your introduction:

“I’m happy to address any questions at the end of today’s presentation.”

“I’ve set aside time for questions at the end of each segment.”

Interruptions? No problem! If a participant joins the call late, asks a question outside of Q&A time, or broaches a topic you’re about to cover, address the interruption quickly and continue with your presentation.

“Great question! I’ll be sure to answer it at the end of this segment.”

“Welcome to the call! I’ll be happy to get you caught up at the end of today’s presentation.”

“Great question! I’ll be addressing that topic in just a few minutes.”

Limit repetition. When a participant has questions about a topic you’ve already covered, offer to talk about it at the end of the presentation, or take it offline and address it in a one-on-one phone conversation or email. That way, you’re sure to cover the basics during the allotted time, and give additional information to any participants who want to learn a bit more.

Do you have any advice for conference call hosts? Our remote receptionist team would love to hear it! Please share your tips in the comments section below.

Phone Etiquette Tip: 5 Conference Call Basics

By Phoebe Osborn | 07.21.2011 |

Photo by Jacob Botter

If you’re a frequent reader of our blog, you’ve probably picked up on a theme: our virtual receptionists are telephone etiquette pros! Got an upcoming conference call? These five tips from the remote receptionist team at Ruby_® will help you keep your phone manners in shape!

Keep it down. Using your phone’s “mute” feature is a great way to ensure that any background noise on your end won’t distract other participants.

If you join late, don’t interrupt. Being a bit late isn’t the end of the world, but it can be jarring to other participants if you draw attention to yourself. Instead, click your phone’s “mute” button and listen from whatever point you join the call.

For questions and comments, wait for the all-clear. The conference host will likely invite questions and comments when the time is right. If the host doesn’t offer Q&A time, wait until the presentation is complete before speaking up.

Introduce yourself. When asking a question, begin by stating your name and company name. “Hi, this is Phoebe from Ruby Receptionists. I have a question about…” And don’t forget to take yourself off of “mute” first!

Catch up with class. If you joined late and have a question, make that clear when speaking up, and offer to take your question offline. “Hi, this is Phoebe from Ruby Receptionists. You may have already covered this — if so, I’d be happy to address this through email or another format. I have a question about…”

Have you hosted a conference call? We’re working on a post about conference call hosting tips, and we’d love your input!

Receptionist Etiquette Tip: 3 Steps to Turn a Tough Call Around

By Phoebe Osborn | 07.19.2011 |

Photo by Rachel Titiriga

If telephone answering is part of your job, odds are you’ll cross paths with a frustrated caller at least once. Although tough phone calls are certainly not the norm at Ruby_® (who can resist a cheerful voice?), our virtual receptionist team is skilled at turning them around. We feel a frustrated caller is just a happy caller in disguise! Here are three mood-improving steps that work wonders on even the grumpiest of callers:

Step 1: Acknowledge your caller’s frustration. A few supportive words like I can see where you’re coming from or That sounds frustrating can go a long way. But don’t fake it — frustrated callers are great at sniffing out insincerity. If you don’t feel it, leave acknowledgment out.

Step 2: Offer Assistance. Your caller is probably frustrated because you can’t provide what they’re seeking. But there is always something you can provide, right? Offer it! Use helpful phrases beginning in Let me and I’d be happy to. While you’re at it, try framing your role: “As the receptionist, I’d be happy to take a detailed message and read it back to you. I’ll be sure everyone on our tech support staff receives it.”

Step 3: Guide your caller. Here’s the clincher: always end with a question. Guiding a caller with questions keeps you in control of the call, and helps you gather any necessary information. Any polite question will do — just ask for whatever you need!

Let’s check out these three steps in action:

“That certainly sounds frustrating! Let me do what I can to help. As the receptionist, I’d be happy to take a detailed message and read it back to you, so we’re sure it’s conveyed as you’d like it to be. I’ll make sure everyone on our tech support staff knows you need assistance as soon as possible. What is the best telephone number for a return call?”

We just made the simple act of taking a message seem pretty impressive! Pair this routine with a pleasant tone of voice and a positive attitude, and you’re sure to make a good impression. When a frustrated caller crosses your path, remember this mantra from our live virtual receptionist crew: Acknowledge, assist, guide, repeat!

The Watercooler.

Keeping it personal in a virtual world.

Category: Office Etiquette