They might be a caller’s six most-dreaded words: “Your call is important to us.” The caller knows the next words will deliver the bad news: “Please continue to hold.”

Businesses often work with a telephone answering service or call center to avoid the dreaded words and to add a human touch to every customer interaction. But if your company is still fielding calls through an operator or receptionist, here are some talking tips that can improve your relationship with callers:

  1. Keep the greeting short. The person answering the phone should state the name of your company. “Good morning/afternoon/evening, XYZ Company,” is a perfectly acceptable greeting. The longer your company name, the more abbreviated your greeting should be. You don’t need to ask, “How may I direct your call?” or recite the company slogan or mission. The operator’s job is to ascertain the caller’s need and move the caller along to the right party as quickly as possible.
  2. But don’t skimp on politeness. It’s true that the caller can hear a smile in the speaker’s voice. When the caller gives their name, repeat it back: “Thank you, Ms. Brown, let me connect you.”
  3. Speak slowly and clearly. These days, more than ever, business calls are made from the sidewalk, car or airport, where ambient noise and poor connections can interfere with communication. Pronounce each word clearly so that time isn’t wasted with, “What? I didn’t hear you.”
  4. Listen. Pay close attention to the caller’s words so your response is appropriate.
  5. Interrupt gracefully, and only if necessary. If the caller will not stop talking, the operator may have to interrupt. Using the caller’s name can help: “Mr. Jones, I’m putting you through to our Customer Service department.” “Ms. Smith, please hold.” “Mr. Brown, which department are you calling?”
  6. Know the options. If the operator is unable to connect the caller with the desired person or department, the operator should be prepared to offer the caller various options, including (but not limited to) speaking with someone else, leaving a voicemail message, leaving a message with the operator, sending an email, or calling back at a specific time.

To your callers, the person who answers the phone IS your company. When you put your best voice forward, your customers notice.