Phone Answering 101

As a Mom/Cheer Coach/Office Manager, I cannot count the times I have said “fake it ‘til you make it” to my “people.”

Sometimes they just “aren’t feeling it” and need a quick attitude adjustment.  That is when I step in say the magical phrase that reminds them to make a conscious choice to “pretend” until it becomes “real”.  It all starts with a smile. 

I believe smiling is crucial when answering the phone.  People can hear a smile or frump through the phone.

“The reason is not psychological but rather physiological.  When you smile, the soft palate at the back of your mouth raises and makes the sound waves more fluid and helps your voice to sound friendly, warm, and receptive.”

— Other Business Skills, dummies.com

Too many times we are distracted and answer the phone without consciously thinking and putting a smile on our face.  This can be a costly mistake.  For example, if a potential client calls and is greeted by a frumpy monotone voice, it will translate negatively and does not instill immediate confidence in you or your company.

If a coworker calls your extension and you answer without smiling, it can give the impression that they are irritating you or annoying you with their call - which may or may not be true - but it is definitely not acceptable behavior in a professional work environment and can affect the all-around culture of a company. 

On the flip side, when you greet a potential client on the phone with a literal smile on your face, you exude confidence; you make them feel like they are important to you and that they can trust you.

A call answered with a smile by a coworker can change the attitude of the caller in an instant and can make a much more positive work environment. Zappos.com gets it.  If you call and hear this – how can you keep from smiling back?       

“Some telemarketing companies are so convinced of the value of smiling when talking on the phone that they install mirrors above telemarketers' desks to remind them to smile.”

— Other Business Skills, dummies.com

I would add that a strategically placed mirror would also relieve the stress of your coworkers having to tell you when you have erroneous food items stuck in your teeth, but I digress…

So, fake it ‘til you make it, put a smile on your face/ in your voice and make the world a better place, one smile at a time!