Answering the Phone at Your Part-Time Job Is Not Scary
Restaurants, convenience stores, cram schools, offices - part-time jobs give you far more chances to answer the phone than you might expect. It is natural to worry "what if I mess it up?", but you will be fine as long as you learn the basic patterns. Our guide to overcoming a fear of phone calls is worth reading alongside this one. In fact, more than 80 percent of the calls that come in to a part-time workplace boil down to three patterns: reservations, questions about opening hours, and requests to be put through to a particular person. Master those three and you can handle almost any call.
Handling calls is a skill you will be expected to have throughout your working life. If you pick up the basics of phone etiquette while you are still a student, you will be rated as "the new hire who is good on the phone" once you start a full-time job. Everyone is nervous at first, but after about five calls your body simply remembers what to do.
The Basics of Picking Up
Give the name of the business
Unlike a personal call, at work you answer with the name of the business. This is the first step of phone etiquette.
- "O-denwa arigato gozaimasu. [business name] de gozaimasu." (Thank you for calling. This is [business name].)
- "Hai, [business name] desu." (Yes, this is [business name].) - for a more casual establishment
Each workplace has its own set wording, so check with a senior colleague. The best move is to ask on your first day: "What should I say when I pick up the phone?"
Answer within three rings
When the phone rings, try to pick up within three rings (about nine seconds). If you have kept the caller waiting for four rings or more, open with "O-matase itashimashita" (Sorry to keep you waiting). The caller has been waiting through every one of those rings, so simply answering quickly already makes a good impression.
Mind your tone of voice
On the phone your face is invisible, so your voice alone creates the impression. Aim for a slightly higher pitch than usual and speak crisply. Mumbling makes you sound unmotivated or unfriendly. Smiling naturally brightens your tone, so try turning up the corners of your mouth while you are on a call.
Common Call Types and How to Handle Them
Reservation calls
Ask for the date and time, the number of people, the name and the phone number, and write them down. Have someone show you in advance how to enter them in the reservation book or system. Always repeat back what you heard to confirm it. Reading it back as "March 15th at 7pm, four people, under the name Tanaka, is that correct?" prevents mishearings.
Inquiry calls
Questions about opening hours, the menu, how to get there and so on. If you do not know the answer, say "Kakunin itashimasu node shosho o-machi kudasai" (Let me check on that, please hold for a moment) and go ask a senior colleague. The one thing you must never do is invent an answer when you do not know. Passing on wrong information does not just inconvenience the customer - it damages the reputation of the business.
Transfer calls
When someone asks "Is the manager available?":
- Say "Shosho o-machi kudasai" (One moment please) and put the call on hold
- Tell the manager "There is a call for you from [name]"
- If the manager cannot take it: "Moshiwake gozaimasen, tadaima seki o hazushite orimasu. Orikaeshi o-denwa itashimasho ka?" (I am very sorry, they are away from their desk at the moment. Shall we call you back?)
Find out where the hold button is before you need it. A classic mistake is thinking you have put the call on hold when you have not, so the caller hears every word of "Manager, there is a call from so-and-so, will you take it?" The hold button on a business phone system sits in a different place on every model, so ask someone to show you the controls on day one.
Sales and cold calls
Part-time workplaces get sales calls too, typically along the lines of "I am calling about [product], is the owner available?" How you handle them varies by workplace, but in most cases it is perfectly fine to decline with "The person responsible is not available, so I am unable to put you through." If you are unsure, check with a senior colleague.
How to Take a Message
Keep a notepad and pen next to the phone at all times. What to write down:
- The caller's name
- Their phone number
- What the call is about
- The time the call came in
- Whether a callback is needed
A scribble is fine. What matters is that after you hang up, it is clear who called, what about, and whether they need a callback. If you rely on memory instead of writing it down, you will forget when things get busy. Phone numbers in particular become useless for a callback if even one digit is wrong, so always read them back to confirm. Knowing how to set up voicemail also makes it easier to cover calls that come in when nobody is available.
Phrases for When You Are Stuck
- You could not catch what they said: "Osore irimasu ga, mo ichido onegai dekimasu ka" (I am sorry, could you say that once more?)
- A question you cannot answer: "Kakunin itashimasu node, shosho o-machi itadakemasu ka" (Let me check on that - could you hold for a moment?)
- The person they want is out: "Moshiwake gozaimasen, tadaima seki o hazushite orimasu" (I am very sorry, they are away from their desk right now)
- It is not your call to make: "Tanto no mono ni kakunin itashimasu node, orikaeshi o-denwa shite mo yoroshii desho ka" (I will check with the person in charge - may we call you back?)
- The caller is hard to hear: "Osore irimasu ga, sukoshi o-denwa ga toi yo deshite" (I am sorry, the line seems to be a little faint)
It pays to learn these by heart. "Kakunin itashimasu node shosho o-machi kudasai" (Let me check on that, please hold) is especially versatile and works in any situation. Whenever you are asked something you do not know or face a decision you cannot make, that one line buys you the time to go and consult a senior colleague.
What Not to Do
- Ending the conversation with "I don't know" (say "Let me check" instead)
- Leaving someone on hold for a long time (if it will take more than 30 seconds, offer a callback)
- Talking about colleagues or internal matters where a customer can hear
- Chewing gum or eating while on a call
- Using casual speech (the way you talk to friends is not acceptable)
- Pushing the job of answering onto someone else
The thing to watch most closely is what you say while a call is on hold. Even when you think you have pressed the hold button, sometimes the call is still live. If a remark like "Oh, this is the person who called earlier too" reaches the caller, it turns into a serious problem. Act on the assumption that the caller may be able to hear you the whole time.
Tips for Getting Comfortable on the Phone
Handling calls is all about familiarity. The first three to five will make you nervous, but once the patterns sink in you will respond naturally. Try keeping these tips in mind.
- Watch how your senior colleagues do it: listen carefully to the exact phrasing they use when they pick up. That tells you the "right answer" for your particular workplace
- Make a list of frequently asked questions: opening hours, closing days, whether there is parking, directions from the nearest station - having the answers written down on a note is reassuring
- Do not dwell on mistakes: if you misspeak or fumble the hold button, customers really do not mind that much. A quick "I am sorry" and a second attempt is all it takes
At workplaces with extension numbers, it is also handy to learn how to transfer between extensions. In office or call-centre part-time work, putting calls through by extension comes up constantly.
Summary
Answering the phone at a part-time job comes down to three basics: give the name of the business, take notes, and check when you do not know. It is nerve-wracking at first, but a handful of calls is enough to get used to it. Once you can handle calls, your standing at work rises sharply, and you gain a skill that will keep paying off once you enter full-time employment. Do not be afraid - just keep picking up the phone.