Receptionist Etiquette Tip: 3 Ways to End Silly Mistakes in Your Writing

By Phoebe Osborn | 02.10.2011 |

You’ve read it, re-read it, and confidently sent it, but a scan of your “Sent” folder reveals the dreaded blemish: a goofy little typing error. Argh! Even the best proofreader is probably guilty of sending a letter or email with a silly mistake now and then. Editing your writing isn’t easy, but each virtual receptionist at Ruby_® aims to be a proofreading pro. Before sending your next important email, try these three tips from our phone answering team:

1. Isolate individual words. Sure, you want to proofread for tone and cohesiveness, but it’s important to read your text word-by-word before putting your red editing pen away. Many errors slip through the cracks because we simply scan over them, so do something that will jar you out of your typical reading routine. Try reading your text aloud, for example. Better yet, read it backwards, so you’re sure to focus on individual words rather than overall content. It’s a surefire way to find missing or duplicate words.

2. Check your spellcheck. If you’re anything like me, spellcheck is a lifesaver. But using it effectively requires a bit of savvy at times. When spellcheck says you’ve mistyped a word, be careful to select the correct alternative spelling option. Your computer is smart, but you’re smarter. Let spellcheck narrow down your choices, but take care to select the right choice.

3. Scour for sound-alikes. Ever written “their” instead of “there”? Ugh! Embarrassing. We all learned the difference between common homonyms in elementary school, but that doesn’t mean our fingers always type them correctly. Be on red alert for its and it’s, the theres, and other words that sound alike when proofreading.

You’ve seen how our virtual receptionists edit their email messages; how do you make sure your writing is error-free? Spill the beans on your proofreading secrets and comment below!

Receptionist Etiquette Tip: 3 Things to Do When You Can’t Hear Your Caller

By Phoebe Osborn | 02.08.2011 |

If callers can't hear you, try lowering your pitch when answering phones

Photo by Tanki

We’ve all encountered a crackly or faint phone connection before, and it can be a real drag. Each virtual receptionist at Ruby_® is skilled at handling all sorts of telephone calls gracefully, even those that are tough to hear. If answering phones is part of your job, try these three tips the next time you’re on a fuzzy phone line:

1. Keep your cool. A tough-to-hear call is a frustrating situation, but don’t let your caller see you sweat — keep your tone super polite. Skip “What?” and “I can’t hear you,” and go with “Would you mind repeating that?” Don’t blame your caller, either. Rather than saying “Your phone is cutting out,” try “It seems we have a poor connection.” A crumby connection is just as aggravating for your caller as it is for you, so remember to stay patient and kind.

2. Mind your pitch. You may have heard of The Mosquito, an anti-loitering device that emits a high-pitched sound people older than 25 typically can’t hear. As we age, we lose the ability to hear certain frequencies, and high-pitched sounds are the first to go. When you speak up, try doing so without elevating your pitch. Speaking a little louder may make your voice easier to hear, but maintain (or lower) your pitch as you pump up the volume.

3. Consider Plan B. Sometimes, there’s no saving a phone call. When you’re ready to throw in the towel on a difficult-to-hear conversation, suggest an alternative before hanging up your receiver. Perhaps you can email your caller, or communicate through text messaging. And, of course, you can always hang up and try the call again, but be sure to let your caller know before you end the call (or give it your best shot). Better yet, don’t end the call — let your caller decide when to call it quits.

How do you handle tough-to-hear calls? Share your tips by commenting below!

How to Make Every Office Guest Feel Welcome

By Phoebe Osborn | 01.06.2011 |

At Ruby_® Receptionists, we aim to wow everyone we interact with, be it in person or when we’re answering phones. Although we’re an office full of live virtual receptionists, we don’t have a specific in-office receptionist tasked with greeting visitors. Instead, we empower our entire team to welcome guests. Making a great first impression on visitors isn’t any one person’s job at Ruby — it’s everyone’s job. When a team member sees a guest walk through the door, they know it’s time to greet, seat, and treat.

Greet – As soon as a guest enters the office, approach them and — you guessed it — greet ‘em! Follow that greeting with a friendly “How may I help you?”

Seat – Offer the guest a seat in the reception area.

Treat – Offer the guest coffee, tea, or water, and if they accept, bring their beverage to them. After greeting, seating, and treating, let the appropriate team member know their guest has arrived. Check in with the visitor if he or she is waiting for more than a few minutes.

Rubys Kate C. and Amanda S. show us how it's done!

Pretty basic stuff, right? It’s true — our greet, seat, and treat routine is nothing revolutionary. But it is important, because when everyone on staff feels comfortable welcoming guests, we limit the risk of awkward first impressions. And especially at Ruby, face-to-face encounters are a fun complement to our phone answering routine. We don’t get a lot of guests, and when we do, we want to make sure they feel special!

Don’t miss an opportunity to wow visitors at your office. Even if your office has a dedicated receptionist, try developing a simple greeting routine with your entire staff. That way, guests are sure to be greeted appropriately when your receptionist is away from the front desk or otherwise tied up. By encouraging everyone on your team to play a part in making visitors feel welcome, you’re sure to impress your guests every time!

Three Reasons to Call When You Need to Say “No”

By Phoebe Osborn | 11.02.2010 |

Dazzle callers like Ruby Receptionists' live virtual receptionists

Photo by Michael Pujals

In addition to answering phones for clients, we also make a fair number of outbound calls here at Ruby_® Receptionists. Our talented live virtual receptionists often make outbound calls to relay information or confirm appointments on behalf of clients; our Sales team regularly makes calls to potential clients in order to answer questions about how we’re different from an answering service; and our Client Services team makes calls to current clients to follow up on how the service is going and to make changes to clients’ accounts. Our team also writes a lot of emails, but we’ve found it’s best to call when we need to say “no” for any reason, even when responding to an email or online query. Here are three reasons why we think you and your team do the same:

1. It’s easier to convey tone over the phone. The tone of an email can easily be misconstrued, and even the most carefully-crafted written response can fall flat when it contains disappointing news. Furthermore, a “no” can seem like a dead-end — even if you send the perfect message, you might not get a response when it contains a ”no.” When you call, though, you get the chance to converse, and a pleasant back-and-forth is easier to achieve in conversation than in email. Calling increases your chances of having an upbeat exchange.

2. Calling is a great way to WOW. What if your company doesn’t offer the service someone is seeking. So what? Any opportunity to communicate is an opportunity to showcase your company’s integrity and dedication to customer service. Calling doesn’t take a ton of effort, but it does take more effort than replying to an email, and that extra effort shows you care. It’s an easy way to make a great impression.

3. You just might get a referral out of it… or learn something, or make a new friend — or who knows! Sure, you’re saying “no” to something, but you’re also reaching out to a person who is interested in learning more about your business. Who knows where a friendly chat will lead! Even if you end up leaving a voicemail, you’re likely to stand out when you call. When you stand out, you and your business are likely to be remembered. And when someone has a positive image of you and your company, they’re way more likely to send business your way.

Bottom line: we’ve found that calling to deliver a “no” can’t hurt, and it can actually help in a lot of ways. Give it a try, and let us know what reaction you get!

Receptionist Etiquette Tip: Four Ways to Say It Better

By Phoebe Osborn | 10.05.2010 |

Tip from our live virtual receptionists: put some may in your day!

The telephone answering team at Ruby_® Receptionists is all about improving the way we do and say things. Here are a few ways you can “Ruby up” your phone skills and show callers you care:

Don’t say what. Your tone is just as important as your content during a telephone conversation, if not more so. A short question like “What?” can sound brusque to a caller, even when delivered delicately. If you need to clarify what your caller said, add some padding to your query. Try “Would you mind repeating that?” instead of a simple “What?”

Put some may in your day. Again, padding a question can help it feel friendlier. Rather than asking “What is your name?” or “Who is this?” opt for this standby: “May I ask who is calling?” In fact, beginning with “May I” is a surefire way to soften just about any question well. Try these on for size:

“May I have your telephone number?”

“May I ask what company you’re with?”

“May I offer you his voicemail?”

“May I take a message?”

Pretty classy, right?

Preface your pause politely. When you need a short conversational break to research a caller’s question, it’s best to introduce the upcoming pause. Skip “Just a second” and “Just a sec,” even if a few seconds of silence is all you need. Instead, keep it professional and polite with a phrase like “One moment, please.” If you need more than a few seconds, though, always be sure to follow the next guideline…

Ask before pressing the Hold key. Even the magic word can’t make a statement like “Hold, please” sound warm. Before treating your caller to a bit of hold music, ask permission. “May I place you on hold for a moment?” is the Ruby standard. Another tip from our live virtual receptionist crew is to thank the caller when resuming your conversation. “Thank you so much for your patience” is a great way to get back into the flow of a call. A final Ruby must: If your caller declines to be placed on hold, don’t place the call on hold. Instead, stay on the line as you do what you need to do.

What are your favorite go-to phrases to for phone answering? Please leave a comment and share them!

Receptionist Etiquette Tip: Three Phrasing Musts

By Phoebe Osborn | 09.28.2010 |

Old school virtual receptionist; aka, an in-house receptionist

Photo from the Seattle Municipal Archives

The remote receptionist team at Ruby aims to sound stellar during every call we field. Try these three tips from our telephone answering experts, and you’re sure to make a great impression over the phone!

1. Avoid filler words such as um and like, uh-huh or mm-hm. Using fillers can be a tough habit to break, but it’s a worthy goal to work toward. Cutting these expressions out of your vocabulary is a surefire way to exude professionalism.

2. Pronounce words fully, and try not say anything you would not write. Here are a few guidelines to help keep you sounding superb:

Say yes. Skip yeah and yep.

Say no. Skip nah and nope.

Enunciate going to rather than saying gonna.

Enunciate to rather than saying ta.

Enunciate supposed to rather than saying supposta.

Enunciate could have and would have rather than saying coulda and woulda.

Replace mmkay and ‘kay with okay or yes. Better yet, try absolutely or certainly.

3. Our live virtual receptionists know that being positive is a key part of being professional. Make the most of positivity, and use expressive words when you have the opportunity. Saying wonderful, fantastic, and great shows enthusiasm and care, and as mentioned above, affirmative words like certainly and absolutely make a great impression. Give these exuberant expressions a whirl!

Receptionist Etiquette Tip: Great Answers to Common Questions

By Phoebe Osborn | 09.22.2010 |

Be prepared for these common questions when answering telephones

Photo by SMJJP

We Rubys consider answering telephones an art, and our live virtual receptionists are brilliant artists, to say the least. Through our years of answering calls remotely, we’ve learned a lot about which phrases work on the phone and which fall flat. Here are a few fantastic responses to common caller questions:

Is she in? or Is she available? Questions like these are usually a caller’s polite way of asking Will she talk to me? 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. Rather than answering questions about someone’s availability with a yes or no or I’m not sure, try saying Let me try her line for you. Then, try the requested party’s line. If the person you’re trying to reach is unavailable or declines the call, return to your caller and segue politely into message territory with this Ruby standard: She is away from the phone at the moment, but I would be happy take a message. May I have your telephone number?

When will he be in or When will he return my call? 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. Fear not, phone call fielders! We Rubys have found a reply that works in most cases. It goes a little something like this: He keeps his own schedule, but I will be sure to let him know you called. What is the best number for a return call? Make your reply extra helpful by saying I can ask him to return your call at a time that’s convenient for you. When would you prefer a return call? Sure, there’s no way to guarantee that your co-worker will return the call at the specified time, but the extra information will be helpful to your co-worker, and the extra question will show the caller you care.

Anything else? These replies work every time. Even the best receptionists face questions that they’re unsure how to answer, but that doesn’t preclude you from being helpful and sounding confident. When you’re faced with a confounding question, try one of these rock-solid responses:

Let me find out for you.

I’d be happy to look into that for you.

Great question! Let me put you in touch with the best person to answer it.

Great question! Let me have a member of our team return your call with the answer. May I have your telephone number?

Replies beginning in Let me and I’d be happy to are essential to the Ruby toolbox. Adding a Great question! is another handy trick — we’ve found it’s the perfect way to add some extra friendliness to an already great response.

We hope you find these replies as handy as our offsite receptionists do! Would you like to share your telephone answering tips with us? If so, please leave a comment!

Receptionist Etiquette Tip: Match Your Caller’s Pace

By Phoebe Osborn | 09.14.2010 |

When answering phones, match your caller's tone for best results

Photo by Willy D.

The telephone answering team at Ruby_® Receptionists fields calls from all types of folks with all types of personalities, and we do our best to make each of them feel special. We’ve learned that it’s easy to size up a caller’s preferred communication style within a few words — just listen! Matching a caller’s style is an great way to ensure you’re delivering information in a manner that is comfortable for the caller.

When answering phones, mirroring a caller’s pace is particularly important, especially if the caller talks quickly. A fast-talking caller may be in a rush and will likely appreciate a quick response. If your caller is brief and to-the-point, provide concise answers and avoid chitchat. On the other hand, fast talking can sound unpleasant or intimidating to a naturally slower-talking caller. If you know yourself to be a fast talker, take special care to slow down when your caller’s pace does. A chatty caller is a great opportunity to make a great impression — reciprocate with a bit of friendly conversation, and you’re sure to improve your caller’s day.

Matching a caller’s tone can be helpful, too, as long as that tone is positive. If a caller seems frustrated or distressed, it’s best to project the opposite. Reassure upset callers by acknowledging their frustration and offering help, but do so in a calm tone. If you seem frustrated, your caller is likely to become more frustrated, and that’s no fun for anyone.

Friendliness and professionalism are key to every call our virtual receptionists answer, and the rest depends on the caller’s pace, tone, style, and needs. Have you had any memorable experiences with matching a caller’s pace or tone? We’d love to hear what you think about this tip!

Receptionist Etiquette Tip: Three Ways to Let Callers Know You’re Listening

By Phoebe Osborn | 09.07.2010 |

: Photo by Phillie Casablanca

If telephone answering is part of your job, you know how important it is to be a good listener. The remote receptionist crew at Ruby uses these three tips to show our excellent listening skills to callers:

Restate. When a caller gives a lot of information, paraphrase it back to the caller in your own words. This lets a caller know you’re paying close attention, and helps to ensure that any message you take will be complete and detailed. Take a cue from our virtual receptionists and repeat telephone numbers, addresses, and any numerical information callers give, and confirm company names, street names, city names, or any easily-confusable words. If you’re unsure how to spell your caller’s name, be courteous and verify spelling when taking a message. Your caller and your employer will appreciate the extra care you take for the sake of accuracy!

Relate. If your caller shares news or information that seems important to them, reach out and share some supportive words. Simple statements like “That’s so wonderful to hear!” and “I’m happy for you!” will improve a caller’s already-good mood. When a caller relays something troublesome, show your kindness with a comment like “I’m so sorry to hear that.” People love to feel understood, so if you are moved in an empathetic way by your caller, try showing it. Don’t force it — always be sincere when relating to a caller. But when you honestly feel like sharing a few words of encouragement with your caller, take the time to do so.

Use your caller’s name. There’s no simpler way to let a caller know you’re listening than to use the caller’s name. Try repeating a caller’s name as soon as they give it to you. A simple “Thank you, [Name]!” is a great way to get the job done. People love hearing their names for all sorts of reasons, and when a caller hears his or her name from you, their confidence in you as the office receptionist will be instantly established. You’ll build a personal rapport while assuring the caller that you’re listening carefully. What a great way to begin a telephone conversation!

We hope that you’re finding this “Receptionist Etiquette Tips” series helpful. If you’d like us to explore a specific topic in the future, we’d love to hear from you! Please post your suggestion in the comments below.

3 Easy Tips on How to Be Polite When Answering the Phone

By Katie Wilson | 07.20.2010 |

: Photo by malias

“Manners are a sensitive awareness of the feelings of others.” –Emily Post

With the amount of information and number of calls and emails being lobbed at us each day, it’s sometimes easy to forget those little “P’s and Q’s” Emily Post talked about so long ago. Though she wrote her famous book on etiquette nearly ninety years ago, her common sense attitude toward manners makes her name synonymous with politeness even today.

Here at Ruby_® Receptionists, we incorporate this “sensitive awareness” into every call, and with our team of virtual receptionists answering thousands of calls a day, we’ve gotten it down to a science! Here are a 3 easy ways to maintain politeness while making sure to move the call along:

Inquire rather than insist. A capable receptionist is able to steer the conversation confidently even while deferring to the caller. Rather than “Please hold” or “What is your name?” try “May I place you on hold for just a moment?” or “May I have your name?”

Say, “Please.” It may be cliché, but there’s a reason they call it “the magic word.” “Please” is one word that, no matter how many times it’s uttered, never loses its meaning or appeal. With one little word, you can express your respect for a caller while asking him or her to do something that needs to be done.

Don’t leave a “thank you” hanging. When a caller thanks you, follow up with a sincere “You’re welcome” or “It was my pleasure.” Even though it takes just a split-second, acknowledging a caller’s thank you can make a caller feel heard and that you value his or her feedback. If the thank you comes at the end of the call, a kind “You’re welcome” makes for a nice, balanced conclusion to the whole interaction.

Of course, these tips are certainly applicable off the phone as well. Do you remember a time where you felt especially cared for when speaking with someone over the phone or in person? Please share your experience by posting a comment below!

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