Answering Like a Pro
The first 10 seconds of a call decide everything that comes after. Same call, same outcome — but a sharp answer means the customer is on your side from the start. A flat one means you spend the rest of the call earning back trust you didn't need to lose.
Answer every Dyer service call within 3 rings, using the official greeting structure, in a tone that tells the customer they reached the right place.
The Three-Ring Standard
Every call gets picked up within three rings. Not five. Not "as soon as I'm free." Three.
If you're physically with a customer who's mid-sentence, the standard is: a quick "excuse me one second" to your in-person customer, pick up the call, ask if they can hold 30 seconds, return to your in-person customer to wrap, then back to the call. You don't ignore the phone. You don't ignore the customer in front of you. You manage both.
It means the customer on the phone goes elsewhere. It means the customer in front of you watches you ignore your team. It means the manager gets a complaint. It means CSI takes a hit. There is no version of "I was too busy" that pays off.
The Dyer Greeting Structure
Every answer has four parts. Same four, every call.
- Thanks. "Thanks for calling Dyer Service" / "Thank you for calling Dyer."
- Identify yourself. "...this is Mike."
- Open question. "How can I help you today?"
- Listen. Don't talk over their answer.
"Thanks for calling Dyer Service, this is Mike. How can I help you today?"
That's it. Memorize it. Deliver it warm. Every call.
The Tone Cheat Sheet
| Aim for | Avoid |
|---|---|
| Warm, glad-they-called energy | Tired, "another call" energy |
| Smile audibly (customers hear it) | Flat monotone delivery |
| Confident pace, clear words | Mumbling or rushing through the greeting |
| Sound like you have time for them | Sound like you're trying to get them off the phone |
What NOT to Say When Answering
Killer. The customer feels like a number. Best case, they hold. Worst case, they hang up and call somewhere else.
Sounds half-asleep. Tells the customer you don't care who they are.
Not your name. Customer has no idea who they're talking to. Makes callbacks harder.
Heard it through the line. Always.
If You Actually Have to Put Them on Hold
Sometimes you legitimately need 30 seconds. Here's how to ask:
"Thanks for calling Dyer Service, this is Mike. I'm with another customer right at this second — would you mind holding for just one minute, or would you rather I call you back?"
Three things this does:
- You still gave the full greeting.
- You asked permission instead of just slamming them on hold.
- You gave them a CHOICE — hold or callback. Most customers appreciate the option.
Then keep your word — if they're holding, come back inside 60 seconds, even if just to say "still working on it, one more minute."
The Answering Checklist
Common Mistakes
- Letting the phone ring 5+ times "until you finish what you were doing."
- Sending to voicemail when you're with another customer — say "give me one minute" instead.
- Forgetting to say your name. The customer needs it for the callback.
- Greeting flat after a long day. Customers don't know it's been a long day.
- Slamming people on hold without asking.
Manager Coaching Tip
Listen to the first 10 seconds of 5 calls per advisor per week. Score: (1) rings to answer, (2) full greeting used, (3) name stated, (4) tone warm. If any of those is missing, coach that exact element. Don't try to coach everything — pick the one weakest piece and run with it for the week.