Answering a business call at your workplace involves a different approach relative to a regular, non-business call. When customers call your company, they expect your undivided attention. They don’t want to be kept waiting and they need prompt answers.

When a call is answered professionally, courteously, and warmly, and they are happy with your product or service, they will come back with repeat orders and referrals. For a business, the telephone is often the first and only point of contact with some customers. It can potentially make or break a business relationship. That is why so many companies use professional answering services these days.

Because first impressions are lasting, and often such first impressions are done over the phone, the customer will make an estimation of your business by how his or her conversation went with your representative. If you are able to wow them then you have allowed them to stop shopping around. You’ve given them a reason and a confidence to do business with you.

Being prepared when you take customers’ calls shows them that you are serious and you want their business. Keeping the customers waiting for too long, speaking incoherently and illegibly, playing music in the background or speaking curtly/rudely to them can seriously damage your reputation and drive away business.

Telephone etiquette is especially important in competitive industries because if you don’t do it right, the customer has other options to choose from. Telephone etiquette is a basic part of customer service. Usually, clients call back for repeat business because they are familiar with the way you function. If you aren’t courteous, prompt, and knowledgeable you are not giving your client any incentive to come back.