Part Three Answering the Phone and Transferring the Call
(phone rings - pick it up within 3 rings)
-Before 10am you can start with:
-If the phone rings more than 3 times you should say:
-Saying thank you at the beginning has two purposes: (1) if you dive into announcing your company/division etc the caller may not be ready, and miss what you say; (2) saying thank you acts as a buffer and starts proceedings on a friendly note.
-Answer the phone as quickly as possible - within 3 rings is OK, but 2 is better.
-Always have pen and paper ready to take a message. Don't just have them sitting on your desk somewhere, when you pick up the phone you should also grab a pen and be ready to write.
-Speak cheerfully and clearly
(the caller gives their name and company)
-If the caller doesn't announce themselves:
-Make sure you confirm whom the caller is - it is sloppy if you just put the call through and say "It's someone from Toyota" and means that the next person has to ask again.
-You already have a pen in your hand - use it. Get into the habit of writing down the caller's name and company every time
-Say it with feeling!
-It doesn't matter if you have never done business with this company before - just use the set phrase! (you don't actually mean "God be with you" when you say goodbye in English - same principle)
-If there are two people in your company with the same name, confirm which of them its is by offering the personal name of the most likely candidate:
-Hit the 保留 button
-Stay in polite mode when transferring - the last thing you want is to screw up the transfer and have the caller hear you say "鈴木さん、NTTのやつだよ“
Tomorrow - Part Four - dealing with the caller when the person requested isn't available.