Businesses are very busy places. Often, callers find that the person they want to speak to is unavailable. To most employees, taking messages seems like a simple and easy task. However, there are many important steps that allow employees to take a caller's message successfully.  Here are several items that apply to both paper and electronic messages.

• Train everyone in your office how to take effective messages, even if they have experience elsewhere.

• Verify all numbers, especially phone and credit card numbers.  When you confirm numbers, split them into small groups of three or four digits.  Phone numbers are best verified by repeating them in groups of 3, 3, and 4 digits, such as, “your number is 800, 555, 1234,” pausing between each group.  For credit cards, use a 4, 4, 4, 4 cadence. After saying each group of numbers, pause briefly, allowing for a confirmation or a correction. This will minimize errors and eliminate transpositions.

• Verify the spelling of names as well as any other unfamiliar words.  When confirming words, do not spell it as you take notes, but rather read back what you have noted.  Allow the caller to confirm or correct the information, in order to catch typos, spelling errors, and any miscommunication that may have occurred.

• Read back the message that has been recorded to the caller. They will either confirm that it is correct or clarify it. Often what may seem like a minor distinction to the message taker can be a significant difference for the caller or recipient.

• Once the message has been completed and verified, close the call by informing the caller of what will be done with the message. Do not promise the caller that the person will call back; that is not within your control, but you will be blamed if the call is not returned. Here are some examples informing callers how their message will be handled:

  • “I expect her back in 15 minutes and I will personally give her your message.”

  • “I will page Fred with your message; he tries to return all calls within an hour.”

  • “I will email your question to the shipping department.  They will call you back after they have found out what happened to your delivery.”

Implement these steps in your office and your enhance communications performance. Remember, effective phone communication and message taking skills do not naturally occur; they must be trained and periodically reviewed.

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