How can you use phone etiquette to build a loyal customer base?

Good phone etiquette is crucial for cultivating a devoted customer base. Here's how: 1. Be Polite: Courteous language builds respect. Use “please” and “thank you” often. 2. Listen Actively: Let your customers see they're heard. It fosters trust. 3. Speak Clearly: Clarity in communication prevents miscommunications and enhances relationships. 4. Show Empathy: Understanding customers' concerns makes them feel valued. 5. Be Prompt: Quick response times show your commitment to their needs. 6. Follow-Up: Check back to ensure their needs were met, showing that their satisfaction is important to you. #CustomerService #BusinessEtiquette

I always make sure I take my time and think before I speak, we never know what a person is going through. I set the tone for the caller. Every caller will not be the same, personality or energy are different but it is our duty to respond with compassion and treat everyone with respect and dignity.

Phone etiquette is one of the first thing a client notices about you. With an accepting tone, my recommendation is to listen. Paying clients always want to be heard, noticed, and respected.

You can be speaking with someone from a mom-and-pop company to the CFO of a World Corporation, does it matter? I have been told by a man that 'I was a lady and a scholar and he liked the way I hollar'. While some may find this somewhat offensive, I was flattered as this was quite the compliment from the gentleman from where he was from. Mom-and-pop? No, CFO of a mid-size corporation. Never assume!

Phone conversations play a vital role in our personal and professional lives. However, the way we communicate over the phone can greatly impact the outcomes we desire. Phone etiquette encompasses the way we deliver our messages—our tone, language, and delivery speed. It sets the tone for the conversation and influences how the receiving person responds. Try to avoid Blaming language. Criticizing the other person, leads to defensiveness. When attempting to collect money owed or addressing a sensitive matter blaming language hinders the progress. Relational building is founded on respect, empathy, and collaboration. The way we deliver our messages can make all the difference and if done right the likelihood of achieving a positive outcome.

This is so true and not always done. How do you feel when you call for assistance and get someone with a dour or monotone voice that is so flat? Be the exception in someone's day when they call your company and get happy and helpful you!

What I’ve learned in my entire career of taking phone calls is that even if you don’t like answering calls, always start your day with a smile! Smile is contagious, and customers can sense if whom they’re talking to is genuinely interested in speaking to them or not. Remember, the first 10 to 30 seconds of every call is vital, because you don’t just represent your company, you’re also building rapport and about to give a solution to every customer’s concern, so set the tone right!

I agree, everyone likes to be called by their name. It shows respect and that you were actively listening to what they said. It also shows them that you care because your taking the time needed to learn their name.

The most irritating to me, as a customer, is someone who reads a script! I can always tell, ans get irritated, when a script is read! It's impersonal, feels condescending, and I just want to talk over it!

Dibujar una sonrisa física al responder (en mi caso) provoca que el tono que se transfiere al otro lado invite a una consulta amigable y respetuosa. Es cierto que en atención telefónica, en muchos casos, se recogen muchas llamadas y muy seguidas y aunque no es lo habitual al otro lado existen personas que no valoran el trabajo de un teleoperador. Exigen, se muestran poco cooperativas y muchas veces el problema de base es que no está en tu mano poder ayudar al 100%. Hacer escucha activa del problema, mencionar su nombre o lo que indica para que se sientan escuchados ayuda a que una llamada se normalice y se desarrolle como deberían ser todas: Con educación.

Also to add to this…having a notepad near you helps greatly to stay organized while on the call; You can use it to write down questions that arise but can’t ask at the moment. As well key takeaways from the conversation. I rather write down my thoughts to have a free-distraction call, compare to typing which at times can be heard through the phone and either send the wrong signal, unless you clarify, or creates a distraction to the person on the other end.

I’ve been in the customer service and sales industry for the longest time and I must say that “active” listening and comprehending what the customer needs is very important. When I’m listening to the customer, I make sure I jot down every important keyword! Believe me, our brains get clogged from TMI (too much information) from customers whom we have spoken with since the beginning of the shift. Keeping a Notepad handy would be helpful so you don’t make customers repeat themselves with the information they have already provided.

Do not just repeat everything I said like a robot though, that's a scripted response! A simple I understand, maybe acknowledge or paraphrase but no robotic repeat!

En mi día a día en atención al cliente recibo multitud de consultas con respecto a la materia en que trabajo. Algo que procuro llevar a cabo es intentar no usar conceptos negativos como "Problema" o "Caballero". Procuro usar "Inconveniente" o llamar por el nombre a la persona, pienso que es menos distante. Son conceptos que alejan a los participantes porque da a entender un desapego emocional. El cliente obvia la jornada que puede llevar el teleoperador, o las llamadas broncas que puedan haber surgido ya. Tiene un problema y quiere resolverlo.

First, let the customer talk/vent! You have to find out what the issue is before you can try to solve it. Don't cut them off continually, let them speak their peace and take notes (always have a pad of paper near the phone), and then when they are done, apologize for their issue and offer to help resolve it. Then you can take the story, put it into a more concise idea, confirm it with them, and go forth with working on a solution with them. Do not argue or dismiss their issues. True Customer Service is not done anymore, it is swept aside to get as many calls done as you can. If you want customer retention, you will talk with your customer, resolve the issues and LISTEN to them without a canned response. There is nothing worse than a script!

To be honest, handling complaints is not my cup of tea, but as years go by, experience is indeed the best teacher! I usually let them vent so I can hear their side, what went wrong, and what could have been done right. I empathize with them, putting myself in their shoes and providing them with the necessary resolution. If you just feel and see their point of view, I guess you also wouldn't want to experience what they have been through. Lastly, be true to them. Remember, you're talking to humans, not only customers, give them a response as you would want your problem to be answered. Human-to-human (touch) approach!

Always ask for feedback. I prompt my clients to be honest with me, even if it’s feedback that will be hard for me to hear. I would rather know than continue to make the same mistakes. It also shows them that your not averse to changing and that their opinion matters. I’ve had clients that were going to leave but changed their minds after I asked for their feedback.

I don't know, I believe there is nothing wrong with expressing that you understand and are sorry for them having a bad experience...empathy goes a ways!

Always thank them for their business! This is something many forget or think is cheesy, but it is not. If you have any feeling in your delivery and they can sense you are being authentic, it is received and remembered. If it is said on auto-pilot, then it is not received nearly as well.

When ending a customer call, ensure you: - Rerun all points raised during the conversation - Affirm your understanding of the points - Empathise and recommend a solution to their complaint or inquiry - Ask if they have any further concern it question they need you to address - Reassure your customer of your availability to always take their call and answer their query - End the call by addressing them with their name. Following this approach will make your customers feel heard and understood. And also elevate their trust in your services.

Again, never sigh or repeat what you did for them that day. I have had to listen to people robotically repeat all the points of what they did for me, and I just want to hangup on them . Be polite, ask if anything else you can do for them and wish them a great day. I worked in customer service a very long time, and you must be able to adapt to caller. Judge the person's mood, temperament, what kind of person are they. I have found most men are very business and logical customers, while women are more emotional and personal. Adjust, adapt...

Thank them for their time and tell them how much you appreciate them. They could have done a million other things, but they answered your call. Above all sound sincere when you say it, even if they didn’t buy anything from you or they were calling you to complain. That complaint just told you how to be better at your job. They did t have to help you. Besides, if they were upset when they called they are hopefully ending the call as a happy customer. You appreciate the time and energy they took out of their day.

Before ending the call or conversation, If you’re in customer service, I make sure I do a (not so obvious) recap of what transpired in the conversation, and what I’ve offered as a resolution. And also a as sales representative, before wrapping up, I make sure that I’ve addressed their concern by offering the right product based on their need. Lastly, if there’s a heads up from my supervisor or manager for discounts, I don’t hesitate to give them out especially if I had a good conversation with them!

In my experience, the most important item of phone etiquette is speed and accuracy. If you're answering a call from a client or replying to a missed call, the speed you make that connection over the phone is crucial. In a world where text message is king, if someone reaches out through a phone call that means their question is likely time sensitive or they would've sent a text message or email for you to get to it when you 'have a free moment'. If they're calling for help, big or small, answer the call!

Improving your call handling takes time—or years, I would say. As a seasoned call-taker, I wouldn't be where I am now without the guidance of my superiors and coaches. You need to have constant feedback and check other people's perspectives on how you have handled certain concerns from customers. I must say I'm blessed with co-workers and colleagues who are generous in giving me constructive feedback. Emulate those who have the best practices.

For an outbound call to an existing customer , it is important to know their history with your brand before you call. That knowledge should be used to personalise the calls and customise the solutions eg. if you know that during the last service , customer had postponed some requirements, highlighting the same and nudging them to reconsider them would lead to familiarisation and potential business Customers really like people when the person they are speaking to know about them and can propose customised solutions

What I think works when handling telephone calls is to be aware that each call is a request for help, direction, reassurance and guidance. When you answer the phone put on your ready to help and support hat. Additionally, be mindful of how you respond when people's emotions are high or even when your emotions are triggered. It's best to gather information and return a call if you are unable to treat with the matter presently based on high emotions on either side of the telephone line.

One of the most helpful things that I did before making a call to an existing client was to plan a desired outcome for my call. It helped me play out a conversation to more easily anticipate objections and/or come up with solutions to potential issues the client may be facing. Calling just to call is ineffective, there always needs to be a purpose and a goal.

Days will get busy and at times you might be multi-tasking. The best thing to do is already have a dialogue rehearsed and created. This will create efficiency in answering the phone and will insure professionalism.

One thing I found helpful is having an agenda/key points needed to discuss. I'll try to discuss those first then ask if they have any concerns and or questions. Try to avoid distractions, and I've noticed if I'm feeling happier within my work day my voice is definitely more friendlier, verse if I'm tired I may catch myself stumbling and or lose my train of thought. The person on the other end may then feel I'm not that confident and sure of myself and make them feel anxious or unsure. Planning and being mindful of yourself tone of voice, interest, and mood) definitely go a long way while engaging in conversation on the phone.