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Answering the Phone:
Here are some steps you need to follow whenever you get a phone call at work. These steps will work just fine whether you are busy or not. As an executive secretary you have to do whatever it takes to be successful even if it was merely a phone call because it's a part of your job.
1- Speak slowly and clearly so the caller can understand what you are saying.
Project a tone that is cheerful, confident, enthusiastic, and helpful. The caller cannot see you, so make sure your voice is inviting and calm. Pretend the caller is right in front of you and smile. Smiles can often come across in your voice. Be sure you are not eating, drinking, or chewing gum when you answer the phone.
2- Regulate your speed and volume.
Some people tend to speak louder than they normally do when they are on the phone. Use your normal volume and avoid shouting. Take a deep breath before you answer the phone and speak slowly.
3- Use a standard greeting.
Your greeting should include an appropriate salutation such as "good morning" or "good afternoon." Thank the person for calling, identify yourself and your company or department, and ask how you can be of assistance.
4- Be prepared.
Keep a pencil and notepad near the phone to jot down information that the caller may share, in case you need to transfer the call or do some research in order to answer the caller's question.
5- Remember the caller's name and address him or her professionally.
Unless it is someone you know, use the last name such as Mr. Smith, Ms. Clark. Write the name down as soon as they provide it so you do not forget it during the course of your call.
6- Ask permission before putting a caller on hold.
If you need to transfer the call to someone else, or put the caller on hold to get some information or do quick research to answer a question, ask if he or she minds being put on hold before you do it.
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