Any receptonists on here? Tips for phone etiquette

Question

I dont know why but even in past jobs where I was required to take some calls I get nervous and choke up 
This job is well paid and will help my career to where I want to be.
It involves constantly taking calls.
I am so freaking nervous. I start tomorrow.
Any tips from fellow receptonists??

Answer

I used to train call center employees.

Hang a mirror in front of you. Always smile, even on the phone the other person can hear it in your voice when you are smiling.  Always ask permission to place someone on hold rather than tell them, don't let them go longer than 3 minutes on hold without checking in on them.
Always ask if there's anything else you can do for them at the end of the call.

Don't be afraid to say I don't know, always follow it up with "but let me find that out for you".  If you feel as though you are choking up, it's ok to use a brief hold to catch yourself.

Each phone call is new and different, don't assume you know what the caller wants.  Let them speak.  Don't interrupt.

:)

Answer

Have a script or bullet points written down at your work station to lightly follow/glance at if you forget what you need to say or get off topic.

Answer

Take a deep breathe. I have a bad habit of talking way to fast when I get nervous. I've noticed it helps me to take a deep breathe and take a few seconds before answering them back or responding. Also I used to work at Chick-fil-A as a marketing director. We train our employees to say "My pleasure". It helps you sound more professional and it is very polite to say. Good luck and I'm praying for you! :)

Any receptonists on here? Tips for phone etiquette

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