Phone Etiquette Tips for the Receptionist or Secretary

Presenting a professional image, both in person and on the telephone, is very important in the Office Skills profession. Taking care of your customers over the telephone and making them feel well informed and appreciated is essential. The customer who contacts your company is going to base his perception of your company on the attention he gets from speaking with you. Therefore, answering phone calls and greeting customers professionally is very important. Whether you are the front office receptionist or an executive secretary, the following phone etiquette tips from our Professional Telephone Etiquette E-learning Course will help you along the way.

Establish a Good First Impression

Exhibiting excellent phone etiquette is extremely important in establishing a good first impression of your company. It all starts with some basic knowledge:

  • Know your company phone system. (Don’t practice on the caller.)
  • Answer the call promptly and enthusiastically, preferably within 3 rings. Don’t forget to smile before you answer the phone as this will be reflected in your tone of voice and will be great for maintaining a positive attitude, not only during the call, but through-out the whole day.
  • Speak clearly. A picture paints a thousand words but the caller on the other end of the phone can only hear you. They cannot see your face or body language. Therefore, taking the time to speak clearly, slowly and in a cheerful, professional voice is very important.
  • Use your normal tone of voice when answering a call. If you have a tendency to speak loud or shout, avoid doing so on the telephone.
  • Do not eat or drink while you are on telephone duty. Only eat or drink during your coffee break or lunch break.
  • Do not use slang words or poor language. Respond clearly with “yes” or “no” when speaking. Never use swear words.

Answering the Company Telephone – Your Company Greeting

Many experts agree that the following initial greeting will make your customers feel welcome and appreciated.

  1. Greet the caller in a friendly and enthusiastic manner such as “good morning” or” good afternoon.”
  2. State your company name. For example, “ABC Cloud Computing“.
  3. Introduce yourself to the caller. For example, “This is Molly
  4. Offer your help. For example, “How may I help you?”.

If answering the call as quickly as possible is the goal, then a three part greeting may suffice. You could say “Good morning, ABC Cloud Computing. This is Molly.” Be sure to say your name in a clear, upbeat and enthusiastic way as this will help to get the call off to a great start.

From his success on the sales floor of an automotive dealership  to becoming a veteran trainer and then the adoption of technology for Internet-based marketing, his career has evolved to deliver the skills and tools needed to help consumers. Richie Bello combined his automotive expertise with his robust desire to “take care of the customer first” to become an automotive influencer, published author, and renowned trainer.  Bello absorbed the wants and needs of consumers as he worked up the ladder of the automotive industry.

Over the thirty-five years of his career, he developed strong Internet marketing skills, leading him to developing software solutions that create ease for consumers, and helps dealers improve relationships with customers. Innovation drives success. And, for Bello, it’s in his DNA. took years to come to consumers and arrived in a timely manner, during the 2020 Pandemic. With over 6 million vehicles on the site, features that help consumers deliver, finance and warranty, Bello has met the retail digital age head on.

Bello also is founder of Richie Bello Institute of Leadership and Management, a 501C3 not for profit, dedicated to the recruitment, education and employment of veterans into the automotive industry. Visit


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