Answering the Phone

The phone should be answered by Reception on the first ring. If Reception is already on the phone or assisting customers in the store, then any available Salesperson or Sales Assistant should answer the phone on the second ring.

Third ring means ANYONE not on the phone or with a customer should pick it up and ANSWER IT. Even if you are in a conversation with a coworker, cut it off and answer the phone. The coworker can wait – the customer cannot! Don’t wait to see if someone else will answer, just pick it up!

Everyone is to use this standard greeting: “Thank you for calling Leo Hamel Fine Jewelers, this is (your name), how may I help you?” Speak slowly and enunciate so that the customer does not have to strain to understand your words. If the customer has to ask you to repeat your name, then you are probably speaking too rapidly.

We don’t make customers wait or push buttons to speak to us. We WANT to speak to the customer, and be as helpful to them as possible. So when you do answer the phone, put a smile on your face and have the attitude that you are friendly and helpful. The customer will sense your good attitude and get a positive impression of our company.

No one wants to do business with a company where people sound upset, rushed, or annoyed at having had to answer their call. We are not that company. We are happy that customers are calling us, and we can’t wait to give them the best service possible. We want them to be glad that they called us and not a competitor. Every call is an opportunity for all of us to show that spirit.

So let’s answer the phone in a lively and friendly manner and do so quickly!