7 Awesome Tips How to Answer a Restaurant Phone Properly

If you want to know how to answer a restaurant phone properly you’re in the right place. The restaurant phone is a crucial part of the restaurant business. It’s often the first point of contact for customers and the best chance to make a good impression. Therefore, it is essential to answer the restaurant telephone correctly. In fact, it’s so important that a special staff training in phone etiquette, leadership skills and customer service may be warranted. 

When answering your restaurant phone it is crucial to pick up promptly,  speak clearly, and have a smile in your voice. Make the guest feel important, because they are.  Announce your name, the name of the restaurant and ask how you can help. Be prepared to handle any questions they might have.

Pick Up The Restaurant Phone Promptly

Always answer your restaurant  phone quickly. If you don’t respond right away the customer may think that you’re not there and may hang up and call another restaurant. Train your staff to pick up by the 2nd or 3rd ring. There may be times when your restaurant is very busy but it’s crucial to remember that an endlessly ringing phone can result in lost revenue. 

What Should I Say When I Answer The Phone?

There is a certain restaurant telephone etiquette that staff should follow when a potential customer calls.  It’s important that each employee who answers the telephone identifies the restaurant, introduces themselves and asks how they can be of assistance. Make sure that they speak clearly with the sound of a smile in their voice and make the customer feel special. They should also know how to take food orders over the phone if that applies to your business.

Have a Great Intro

1 – “Hi!, this is Bob’s Restaurant. Rita speaking. How can I make your day better?”  

2- “Hi, it’s a beautiful day here at the Burger Emporium. This is Jack. How can I help you?” 

Bad Intro

1- “Hello?”

or

2- “Yeah what do ya need?”

How To Answer a Restaurant Phone With a Smile

When a customer calls, pickup the phone and speak politely. Be friendly and professional. If you have a happy, friendly voice, people will want to speak with you. If you sound stern, people will be afraid to call you. You can practice smiling and talking with a mirror. Believe it or not, if you have a smile in your voice people can actually hear it over the phone.

Be Prepared for Questions

Be sure that your staff is ready to answer any questions that may be asked and resolve any complaint or conflict that may arise. 

What time are you open until?   

Is Mary still working there? 

Where is your place located? 

Can I reserve a table for 8:15?

Do you take Discover cards?

Can I put in a takeout order?

How do I get there from ____? 

Be ready for conflict because all kinds of things can happen on a phone call.

Use a Caller Id System

Some of the better Restaurant POS Systems use an integrated Caller ID system that can show who is calling and even tell you what the customer ordered last.   

Imagine your employee answering the phone like this: 

Hello, This is Tony’s Pizza Place.  Hi Mr Jones, Would you like to order a large pizza with anchovies and a serving of wings like you did last time?

With a great Point of Sale System and integrated caller id this is entirely possible.

Set up an IVR Phone Tree

An IVR (Interactive Voice Response) phone tree is a great way to free up staff  and provide quick answers to commonly asked questions. 

For example …

Hello and thank you for calling Joe’s Steak House. We accept all major credit cards. You can order online for pickup or delivery at JoesSteakHouse.com  Press 1 for our operating hours. Press 2 for our address.  Press 3 for directions.  Press 4 To schedule a reservation.  Press 5 to speak to somebody live.

You can even do nested trees. For example if they press 3 for directions you can say Press 1 if you are coming from Brooklyn, Press 2 if you are coming from Queens Press 3 If you are coming from the Bronx  Press 4 if you need to talk to somebody for personalized directions. 

While an automated system is not as good as a live voice, it is much better than a phone that rings endlessly without anybody picking up.

Roleplay With New Staff Members

Before a new employee is allowed to pick up the phone do a roleplay with them to make sure they what we spoke about in this article. Guide them through the process. Don’t allow them on the phone until you are comfortable they can handle it.

Conclusion

You only have one chance for a good first impression. Be sure to answer your business telephone politely and efficiently and make your guest feel important. Be prepared to handle any questions the person may have. This may require a special phone etiquette training for each employee. 

Always have a positive attitude, it can make a big difference to improve the customer experience. Use technology to your advantage and don’t forget that customer service is key and proper training is imperative.

Jack Bastide is a Restaurant consultant who specializes in helping restaurant owners make more money. Check out our Restaurant Resources.