All employees should be able to answer phone calls properly, regardless of who’s on the other end of the line. How one expresses himself or herself at work is also a representation of the company he or she is working in.

How to properly answer phone calls should be one of the topics covered in the first employee training. This should include a uniform script when first answering calls. Usually it goes like this:

Give a welcoming salutation, depending on the time of the day

State the name of the company. You have the option to state the office/department first before the company.

State your name and ask how you may help them.

Speak in a warm and friendly voice. Make sure you listen to . If you need to confirm information, then repeat them. Always be polite.