Let's be honest: We've all heard (or maybe even said) things on a business phone call that made a customer cringe—or worse, hang up. Maybe it was a weird greeting. Maybe someone accidentally put the customer on hold for eternity. Maybe "I dunno" became the official company motto.
But the truth is, phone etiquette still matters—a lot. In an age of chatbots, emails, and emojis, a real, live phone call can make or break a customer's perception of your business.
That's where TotalBC's CallNet VoIP for Business comes in. Not only does it give your team crystal-clear calling, call routing, and mobile access—it also comes with call recording, analytics, and training tools to help your staff sound sharp, confident, and human.
So to help your team brush up on phone manners (with a few laughs along the way), here's a list of "Say This, Not That" phone scripts—plus how CallNet makes it all easier.
1. When You Answer the Phone
Don't say:
"Yeah, what's up?"
Or worse: "Hold on, I'm eating."
Say instead:
"Thank you for calling [Your Company Name], this is [Name]—how can I help you today?"
Why it matters:
The first few seconds of a call set the tone. A warm, professional greeting builds trust. With CallNet's call recording and playback, you can train staff to sound friendly without sounding like a robot.
2. When You Don't Know the Answer
Don't say:
"I have no idea. Maybe try calling back later?"
Say instead:
"That's a great question—let me check with a colleague and get right back to you."
Why it matters:
Confidence doesn't mean knowing everything—it means knowing how to get the right answer. With CallNet's team call routing, your staff can quickly transfer to the right department without leaving customers in limbo.
3. When You Put Someone on Hold
Don't say:
"Hold on..." [cue 5-minute silence or that weird hold music that sounds like a haunted xylophone]
Say instead:
"Do you mind if I place you on hold for a moment while I check on that? It should just take a minute."
Why it matters:
No one likes being on hold, but clear communication and checking in goes a long way. CallNet even allows custom hold music or messages, so you don't sound like you're calling from a dentist's office in 1997.
4. When You're Transferring a Call
Don't say:
"Lemme toss you over to... I think it's... maybe Accounting? Good luck!"
Say instead:
"I'm going to transfer you to Sarah in Accounting—she's the best person to help you with this. One moment while I connect you."
Why it matters:
Smooth handoffs make customers feel like they're being taken care of—not passed around like a hot potato. CallNet's smart call routing and presence status ensures you only transfer when someone's actually available.
5. When the Call Isn't Going Well
Don't say:
"Well, that's not my fault."
Or the classic: "Sir, you need to calm down." (Spoiler: they won't.)
Say instead:
"I completely understand your frustration, and I want to help make this right. Let's see what we can do."
Why it matters:
Empathy > defensiveness. And with CallNet's call analytics, you can identify recurring issues, monitor tone, and train your team on better de-escalation tactics.
6. When Wrapping Up the Call
Don't say:
"Okay, bye." [click]
Or even worse: dead silence, then hang up.
Say instead:
"Thanks so much for calling, and don't hesitate to reach out if you need anything else. Have a great day!"
Why it matters:
The end of the call is just as important as the beginning. A cheerful, clear sign-off makes customers feel valued. CallNet's coaching tools let you flag calls where reps nailed the wrap-up—or where they accidentally ghosted the caller.
The Secret Sauce: Training, Not Shaming
Let's be real. No one was born knowing how to sound professional on the phone (and customer service scripts from the 2000s don't help). That's why CallNet by TotalBC is designed to train your team, not just monitor them.
With features like:
- Call Recording & Playback -- so you can coach with real examples
- Analytics Dashboards -- to see trends and identify improvement areas
- Custom Call Flows -- so customers always reach the right person
- Mobile VoIP Apps -- to keep your team connected, even remotely
...you'll turn "meh" phone skills into five-star service—without the awkward scripts or outdated manuals.
Ready to Sound More Professional (and Less Like You Just Woke Up)?
Your business deserves a phone system that works just as hard as your team—and makes them sound amazing while doing it.
With TotalBC's CallNet VoIP for Business, you get a full suite of tools to improve customer experience, coach your staff, and never miss a call again.
Contact us today for a free demo or consultation and start transforming your phone calls from "uhh..." to "Absolutely, I'd be happy to help." Contact TotalBC today at 866-673-8682 or visit https://www.totalbc.com/hosted-phones/voip-pricing.html to learn more.
