First impressions are made, every time we call a company.? There is nothing worse than pushing number after number, yelling at the phone “agent” "customer service representative” in hopes of just getting a live person on the phone.? Improving telephone etiquette can greatly enhance how your company is viewed.? Here are some suggestions to consider:
- Make the commitment to have your phones answered by your employees-I think we have all experience the difference between good and poor customer service.? If we can’t even reach someone to speak with, we are angry before anyone answers our call.
- Answer Promptly: I have always told my staff to answer calls within three rings. If all lines are ringing, ask if they would like to hold or receive a call back.
- Greet Politely: Start with a friendly greeting. Introduce yourself, the caller might not know who you are.? For example, “Thank you for calling KeyStaff, this is Jana, can I help you”.
- Listen Actively: Pay attention to what the caller is saying. Avoid interrupting and let them finish their thoughts.? Really listening to the needs of your caller can ensure your success in assisting them efficiently.
- Speak Clearly: Use a clear, pleasant tone. Avoid mumbling and speak at a moderate pace.
- Stay Professional: Maintain a professional demeanor, especially in business calls. Avoid slang or overly casual language.
- Use the Caller’s Name: Using their name can create a personal connection and shows you’re engaged.
- Be Mindful of Background Noise: Choose a quiet place to take calls and minimize distractions.
- Maintain a Positive Tone and Connect with the Caller: Your tone conveys your attitude. Stay upbeat and professional, even during difficult conversations.? When possible, use caller information to provide a personalized experience. This can make customers feel valued.
- Take Notes: Jot down important points during the call to help you remember key details.
- Be mindful about putting your callers on speaker phone- There maybe situations where this is a good idea, but as a general rule of answering calls, if you are putting all of your calls on speaker phone, it can be seen as unprofessional and rude to the caller.
- Summarize and Confirm: At the end of the call, summarize key points and confirm any next steps.
- End on a Positive Note: Thank the caller for their time and say goodbye politely.
- Regular Training: Provide ongoing training for your staff telephone etiquette and the importance of good communication skills.
Making these tips part of your culture can lead to a great first impression, and maybe even pay off in increased revenues for your company.
