Should you even bother knowing how to properly take a phone message in the age of AI? Receptionists still play a major role in businesses as they are primarily responsible for managing the front desk, greeting visitors, and handling message taking tasks and communicating with clients and employees.

As AI continues to evolve, receptionists face certain challenges to the way they have always been doing things. AI systems are now automating routine tasks such as appointment scheduling and message taking, answering calls and routing calls. However, what AI cannot do is demonstrate those important human soft skills like displaying empathy, communication skills, problem-solving, and critical thinking skills still required of a receptionist.

In a nutshell, the role of AI Tools is to relieve administrative professionals of the mundane and repetitive tasks like data entry, email management, and appointment scheduling that can often bog them down. All these tasks now can be automated using artificial intelligence (AI), enabling them to focus on more challenging and interesting tasks. While it is a fact that AI will impact administrative positions over the next decade, it is not likely to completely eliminate receptionist or administrative jobs any time soon. That’s why it is important to still focus on those interpersonal soft skills that are in demand and that we do still have control over and one of them is taking messages.

Should you even offer to take a message?  Some experts argue that offering to take a message up front can often cause a company to loose business.  Many times the customer will say “No, that’s okay, I’ll call back later” and then turn around and call a competitor. Before taking a message, experts recommend first using your interpersonal skills by offering to help. Try using the following approach:

• Explain to the caller why they cannot reach the person they are calling
• Introduce yourself and your relationship to the called party
• Offer to help

For example:

“Ms. Buntin is in a staff meeting until 4:00 PM today.  This is Angela, her Receptionist.  How may I help you?”

How to Properly Take a Phone Message

Should the caller want you to take a message, do the following::

Choose your Media – This can be something as simple as a small note pad and pen.  If using a laptop, iPad or mobile phone, use a note taking software such as Evernote, OneNote or other application your company provides.

Write Clearly – Get down the important points and don’t worry about making it perfect.  Just make sure you can read what you have written.

Keep it Simple – Trying to write down everything is impossible.  Summarize key points.  Always be ready to take a message. Don’t assume a caller wants to go to voice mail. Always ask for:

• The callers name – asking the caller for the correct spelling
  
• The caller’s phone number and/or extension (including area code)
  
• Repeat the message to the caller.  Be sure to note the date, time, and your initials on the message so the person reading it knows who wrote it.  

Example of a Message Taking Scenario

CALLER: I’d like to speak with Mr. Smith please.

CSR:  Mr. Smith is out of the office attending a conference today.  Would you like me to take a message or would you rather be transferred into his voice mail?

CALLER: I’d like to leave a message. I need to confirm the dates of the up and coming Cloud Computing Seminar.

CSR:  Absolutely. Can I have your name please.

CALLER:  Bob Barton

CSR:  Could you spell your last name for me?  I want to make sure I correctly spell your name.

CALLER:  Yes, that’s B A R T O N

CSR:  And you’re calling to confirm the dates of the Cloud Computing Seminar correct?.

CALLER Yes

CSR:  Can you give me your telephone number in case Mr. Smith needs to get in touch with you.  

CALLER:  530-555-1212

CSR:  Thank-you Bob, that’s 530-555-1212 correct?

CALLER:  Correct.

CSR:  I’ll make sure he gets the message.  Thank-you for calling!

While many office professionals are concerned that their work will be taken over or made obsolete by the growing number of AI tools and systems on the market today, there are still many high demand human skills and traits that AI can’t replicate. These interpersonal soft skills such as communication skills, critical thinking skills, problem solving skills and emotional intelligence are now in more demand than ever before.

Author Bio: Dawn Bieser is the Founder, Instructor and Virtual Office Professional with OfficeSkills.org. Dawn has been teaching office skills for over two decades, both in the classroom and on her website, officeskills.org. She enjoys using her skills in education and technology to help individuals improve their effectiveness and efficiency and gain new skills. You can find more about her on her About page