How You Answer Your Phone can Improve Your Business
In the age where the Internet has become indispensable, the good
old telephone is still a favourite when it comes to customer
service. People still like speaking to a person rather then
sending emails and wondering when they're going to get a
response. The telephone is quicker and more enjoyable to use for
a lot of clients.
Being such an important business tool, the telephone, if used
properly, can turn enquiries into long time business. When
training new staff, make sure you spend time training them on
how the calls should be answered. Here are some tips for you to
consider:
1. Make sure every one in your company answers the same way -
mentioning their name and the name of your company in a
courteous way. For example: "Good morning name of your company
this is Samantha, how can I help you?
2. Make sure that you smile and stand up straight when you
answer. That will insure you speak clearly and send out a
welcoming and positive voice to the person calling.
3. Answer the call by the second ring.
4. If the person the caller is after is on another line, give
him an option of either waiting or taking a message.
5. If that caller decides to hold, make sure you give him
feedback every 30 seconds to see if he still wants to wait or
leave a message.
6. If the caller wants to leave a message, take his name, phone
number and company name. If you don't understand ask him to
repeat or spell the name. This will make sure that your
co-worker knows who he is calling back and asks for the wright
person.
7. When you take a message, make sure that the person it is for
gets the message. Return your phone calls within 24 hours. If
you are still waiting for an answer to a customer's question,
make sure you call that person and explain that you haven't
forgotten them and that you will get all the information to them
as soon as possible. Keeping your clients informed of the
progress of their request will be very appreciated and you will
earn great respect from your clients.
8. Never put your clients on speaker phone. That is by far the
rudest thing you could do to them. It will make them feel like
there is no privacy in your conversation and may prevent them
from telling you what their request is. If you must put them on
speaker phone, ask their permission and let them know the reason
why you must do it.
9. If you let your calls go to the company's answering machine,
make sure the message is professional and said slowly and
clearly to insure that your customers understand the
instructions to follow. Mention the name of the busyness, why
they got the answering machine i.e. state the opening hours, or
public holidays, etc. If for a public holiday, mention when you
will re-open (day and time).
10. If the calls go to your personal voice mail, record a
message each day mentioning the date and if you are in the
office or not. If you are not, give an alternative to reach you.
Either your mobile number or the number of a person that could
help them in your absence, or your email address if you can
access your account from a distance.
In a nutshell, the key to answer your telephone calls is
uniformity (making sure everyone answers the same way),
professionalism (answer phones promptly and with a smile) and
courteous (make sure the calls are returned within 24 hours and
keep your customers informed of the progress of their request).
About the author:
Paul Smith is the manager of Auratech Software, a company that
specialises in Help Desk Software to help businesses with their
customer support. If you would like to read more articles on
improving your support or would like to check out Auratech's
range of Help Desk Software, please visit:
http://www.helpdesk-support.com/better-support.htm
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