subject: Phone Answering 101: 7 Great Message-taking Tips [print this page] If you're the receptionist for your office or work for a call answering service, you know the importance of efficient, accurate message-taking. Every call is unique and so is every message, but there are some techniques that can result in top-notch messages every time.
1. Take notes verbatim. If you're a virtual receptionist for attorneys, you may not understand every bit of legal language a member of opposing counsel throws at you. As soon as your caller is on the line, jot down what they say as they say it. If you're able to reach the other party, it's great to give them a heads up on anything your caller has mentioned, but if the person's not available, use the information to get a message rolling: "Karen's away from her desk at the moment, but I would be happy to take a message. You were inquiring about setting up service, correct?"
2. Restate what you've heard in your own words. You may have callers who give you a ton of information at once but fear not! Summarize what you've heard (referring to your fantastic notes!), and you'll be sure to impress: "Just to make sure I understood you correctly, you were requesting a continuance on Mr. Smith's case since you'll be out of the country August 15th through the 30th. Is that right?...Fantastic! I'll ask the attorney to give you a call to discuss." Note: This technique also does wonders for callers who may be less than happy. Their frustration may let up once they know they've been heard and feel taken care of.
3. Repeat contact information. No, you're not a parrot, but it's easy to mishear or mistype and that could spell disaster when your employer or coworker gets back in touch. Whenever a caller gives you a phone number, email address, or mailing address, try reading it back: "Just to confirm that number is 503-445-6900?...Wonderful. Thank you!"
4. Use a phonetic alphabet. Lots of letters and names sound alike - calling a potential client "Tom," "Don," doesn't set the most professional image for your business and could leave your caller wondering what else may have been inaccurate. A simple, "That's Tom with a "T" as in Texas, correct?" could save you some future embarrassment!
5. Nudge, but don't badger. If your caller says, "She has my number," most likely, it's true. However, these days, virtual receptionists and in-house receptionists alike send messages via email (or sometimes by text!). If the party you're taking a message for is out and about, she may still need the person's contact info. A friendly, "Would you mind if I took down your number for quick reference?" usually gets the job done. If your caller still declines, politely move on with a "Certainly! I'll make sure she gets your message." Always note in your message that you tried to gather the information ("Susan said that you had her number. Just FYI!")
6. Set great expectations. If you saw the person stepping out to lunch or you work at a virtual receptionist service and your client let you know they're on vacation for two weeks, let your caller know! Saying, "He's on vacation through the 19th with limited access to email, but I will definitely let him know you called," keeps your caller informed when to expect a return call and won't be left wondering if the other party received their message.
7. Send FYI messages. If your caller declines to leave a message, send along a quick message anyway. Your employer will appreciate the heads up and your caller may be impressed by an unexpected return call!
Following these guidelines will produce magnificent messages every time, no matter who's calling!
