Receptionist Phone Script

Made by: [YOUR NAME]

Organization: [YOUR COMPANY NAME]

Address: [YOUR COMPANY ADDRESS]

Email: [YOUR COMPANY EMAIL]

Phone: [YOUR COMPANY NUMBER]

Website: [YOUR COMPANY WEBSITE]

Section I: Greeting

Greeting the Caller: When answering the phone, it’s important to use a warm and professional greeting.

Example Greeting: "Good [morning/afternoon/evening], thank you for calling [YOUR COMPANY NAME]. This is [YOUR NAME], how can I help you today?"

Section II: Caller Inquiry Handling

Responding to General Inquiries: The receptionist should be prepared to handle common questions about the company or direct calls to appropriate departments or individuals.

"Can I speak to someone from [SPECIFIC DEPARTMENT]? One moment please, I’ll connect you."
"Where are you located? Our address is [YOUR COMPANY ADDRESS]."
"What are your business hours? We are open from [OPENING TIME] to [CLOSING TIME], Monday through Friday."

For more specific or unusual inquiries: Have a protocol in place for information that may require privacy or discretion.

"I’m going to put you on a brief hold while I retrieve that information for you."
"I am not able to provide that information, but I can connect you with someone who can assist further."

Section III: Call Routing

Effective Call Transfer: Always assure the caller they are being directed to the appropriate person or department without losing the personal touch.

Always inform the caller: "I will now connect you to [EMPLOYEE NAME] in [DEPARTMENT]. Please hold on."
If the appropriate contact is not available: "It seems [EMPLOYEE NAME] is unavailable at the moment. Can I take a message or would you like to leave your number so they can call you back?"

Section IV: Information Collection

When collecting caller information: Be courteous and conscious of the caller’s privacy. Only ask for the information necessary for the purpose of their call.

Example:

For a service appointment: "May I have your full name and the best contact number to reach you?"
For a complaint or issue: "Can you please provide me with your order number or account details so that we can resolve this promptly?"

Section V: Ending the Call

Conclusion of the Call: Ensure that the caller is satisfied with the information provided and that all their concerns have been addressed before ending the call.

Example Closing Remarks: "Thank you for calling [YOUR COMPANY NAME]. Have a wonderful day and feel free to contact us again if you need further assistance. Goodbye!"