Answer as soon as you can Don't wait until after a few rings to answer the phone. Be prompt in answering to respect your caller's time. Introduce yourself (and your company, if applicable) “Thank you for calling Green Management Company, this is Clara speaking.” Ask who's calling and for whom or what purpose “How may I help you today?” “How may I direct your call?” “Is Mrs. Williams expecting your call?” Ask questions to gather information about the caller “Who may I ask is calling?” “Where are you calling from?” “What’s the name of your company?” Keep a pen and paper handy Don't make the caller wait for you to gather a pen and paper to leave an important message. Have it ready so the conversation and note-taking can flow seamlessly. Use proper grammar ✗ “I’m not sure where Mr. Kline is at. Wanna leave him a message?” ✓ “Mr. Kline is unavailable at the moment, would you like to leave a message for him?” Use a cordial tone Smiling while your speaking can add an upbeat, friendly tone to your voice. Use the caller’s name “I'm sorry, Mary, Mr. Brown is out of the office today. Would you like to schedule an appointment for a future date?” End on a friendly note “Thank you for calling, Sam. Have a great day!”