How to answer the phone professionally for someone else
Ihre Kollegin ist nicht da und Sie müssen für sie ans Telefon gehen. So melden Sie sich, leiten weiter und nehmen Nachrichten an.
If you answer the phone for someone – a colleague who has gone to make coffee or who is off sick, for instance – make sure you are as professional as when you take your own calls. Try these tips.
● Say your colleague’s name first. Callers hear the name they expected first, and will have less trouble remembering yours.
Hello, Ruth Fisher’s line. AnnFuchs speaking.
● Don’t give personal information. (She’s off sick, she’s not in yet)
I’m sorry, she’s not at her deskright now / She’s out all day.
● Before asking the caller’s name, say when you expect the person back in the office. This way, it won’t look as if you are screening them.
Ruth will be back in two hours. Can I tell her who called?
● Offer to help or to transfer to someone who can.
Can I help you? Would you like me to find someone who can help you?
Taking messages
● Note the date and time of the call and the caller’s name. Check the spelling with theEnglish telephone alphabet or international te-
lephone alphabet.
So the name is McIlwaine. That’s M as in Mary, C as in Charles, capital I-L-W-A-I-N-E?
● Make sure you have a telephone number with country or area code where the caller can be reached.
Will you be at that number this afternoon?
Can you tell me the country code for Poland?
● Check the details of the call. Be as accurate as possible. Read the points back to the caller to make sure they are correct.
Let me just make sure I have all the details: that’s customer number 889785 and you’re calling about invoice number PDG2896.
● Thank the caller and promise further action.
Thank you for calling. Ruth will get back to you this afternoon.