All businesses hopefully realize that the way in which they answer the telephone and communicate with their customers on the telephone is their most important asset. How often have we as consumers decided in less then 10 seconds whether or not we were going to do business with a company or someone depending on how they answered the phone? It's so important.
The best way for me to discuss these skills in this particular platform is to list them out. However, if you're interested in a much more detailed approach, please see my professional services page on my website.
📱 Answer the phone by the third ring, expressing a welcome, identifying the company and then yourself.
📱 Remember that customers can hear your mood and appreciation for the call by your voice, tone, speed of speech, and energy level. Smile--they can hear it your voice.
📱 Try to make sure there's no background noise or distractions while speaking to the customer. You really can't multi-task well when you're talking on the phone to a customer.
📱 The person who initiates the call is the person who should initiate the end of the call.
📱 Before discussing personal matters with a customer, verify that now is a good time for them to discuss such matters.
📱 Never get too personal with a customer unless the customer is the one to initiate such comments or questions.
📱 Never place a caller on hold without getting their permission to do so first, and never leave them on hold for more than 30 seconds without coming back to inform them of progress or possible further wait.
📱 Always reply with a yes or no or perhaps a "let me check to see if he's available" before asking the caller for their name after they have asked to speak to someone.
📱 Ask the caller for their name and number before transferring them to another department or person in case the call is accidentally lost. Inform them of who and where you're transferring them to and why are doing so. Give the name and direct number to the caller in case the call is accidentally lost.
📱 Give needed information to the second customer service rep so the caller doesn't have to repeat information already given.
📱 Show customer appreciation for their call by thanking them, asking them if there's anymore you can help them with, and wishing them a wonderful day.
The are just a few etiquette skills that go a long way in ensuring that our customers feel our appreciation for them and our commitment to excellence.
Warmly
Monica Irvine
