HERE’S WHAT NOT TO SAY ON BUSINESS PHONE CALLS!
Whether you are a secretary, receptionist, sales person or executive, the way in which you handle the telephone can go a long way toward determining your success or failure. The following phrases should never be used by themselves during business calls with a customer, colleagues, clients or potential buyers. These phrases are not friendly or helpful and, in many cases, can be considered rude or tactless:
“I don’t know.” If you don’t, who does? Find out, look it up, ask someone – but get the information somehow. Take a number and return their call. You must offer them something. “ I don’t know,” indicates lack of knowledge and caring.
“ He already has your message.” What you’re really saying is “Hey, dummy, why do you keep calling?” Simply take messages from repeat callers and assure them that you’ll deliver the message. Don’t use an aggressive tone.
“ She is busy.”  Too busy for you, you lowly customer is what this sounds like. “ She’s unavailable; may I take a message?” is much more helpful and friendly.
“ We’re short of help today.” Don’t tell a caller your problems. They really don’t care. They’ll simply find a competitor that isn’t short of help. Don’t make excuse and don’t expect the public to understand or sympathize with internal problems.
“ You’ll have to…” This is an ultimatum and is guaranteed to turn most customers off. They really don’t have to do anything; you need to offer them alternatives.
“ Hold on.” Very abrupt and tactless. It’s much more effective to say, “ I’m sorry, that line is still busy. Would you like to continue to wait or should I take a message?”
“ He is out.” This doesn’t provide enough information. When will he be back? Can you take a message? Can someone else help?
“ Who’s calling?”  Used often, but incorrectly when calls are screened. “ May I tell her who’s calling, please?” is more polite, pleasant and the accepted way of screening a call.
“ She can’t see you ‘till….” This sets a “ too good for you ‘ attitude. Makes it sound like the caller is a peasant and the company representative is royalty.
“ If you can’t wait…” Tough luck! That’s what this sounds like. Offer to take a message, rather than putting the caller on hold for longer than 30 seconds.