How can you handle phone etiquette with virtual customers?

1 Prepare before the call

Before making or receiving a phone call from a virtual customer, it is important to ensure you are prepared to provide a professional and positive experience. Check your equipment and connection to make sure your phone, headset, microphone, and internet are functioning properly and have enough battery or power. Test your sound quality and volume before the call. Furthermore, set up a quiet and comfortable environment, free from background noise, distractions, and interruptions. Have your resources and notes ready, such as the customer's profile, order history, or contract details. Additionally, you might need a pen and paper or digital tool to take notes or record the call. Lastly, review your goals and expectations for the call in order to align them with the customer's needs. Think about the purpose and outcome of the call as well as how you can measure your success.

2 Greet and introduce yourself

When you make a first impression on the phone, it can set the tone for the rest of the conversation. To greet and introduce yourself to a virtual customer, start by smiling and being friendly. Even though your customer can't see you, they can hear your tone and mood. Use a friendly and courteous greeting, such as "Hello, thank you for calling" or "Hi, this is (your name) from (your company)". Additionally, confirm the identity and availability of the customer by asking for their name or account number. Explain the reason and duration of the call so the customer knows why you are calling and how long it will take. For example, you can say "I'm calling to follow up on your recent purchase and get your feedback. This should take about 10 minutes. Is that okay with you?"

3 Listen and respond

Listening and responding are essential skills for phone etiquette with virtual customers, demonstrating attentiveness, respect, and helpfulness. To do so effectively, active listening techniques should be used. This involves focusing on the customer's words and demonstrating interest and empathy through paraphrasing, summarizing, reflecting, and asking open-ended questions. Verbal and non-verbal cues are also important signals to communicate emotions, attitudes, and feedback. Examples of verbal cues include words, phrases, and sounds like "yes", "I see", "uh-huh", or "mm-hmm". Non-verbal cues include pauses, silences, and changes in tone, pitch, and volume. It is essential to avoid interrupting or talking over the customer as this can be rude and disrespectful. If interruption is necessary for a valid reason, apologize beforehand and explain why.

4 Solve problems and offer solutions

When engaging in a phone call with a virtual customer, you may be tasked with solving a problem or offering a solution. It is important to do this effectively, so you should first apologize and thank them for bringing the issue to your attention. Then, you should identify and analyze the problem by asking your customer to explain it in detail and provide examples. After understanding the nature and cause of the problem, you can propose a solution that meets their needs and expectations. Explain the solution clearly and concisely, highlighting its benefits and value for your customer. Finally, ask for their feedback and confirmation. Doing these steps will help ensure that you are able to provide an effective solution for your customer.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?