Table of Contents
1. Use Their Name
When customers call they may or may not offer their name. If they don’t, make it a habit to ask for their name early on in the conversation and use their name afterwards. Even a quick, “Thanks Daniel, I’m transferring you now!” can make a caller feel known and valued.
2. Attentive Listening
We’ve all called in for customer service only to have the rep on the other end of the call misunderstand the issue or cut us off while trying to shortcut to a solution. Instead, train yourself and your staff to listen closely to callers and ask questions or offer solutions in response to the details they provide, instead of preemptively.
3. Tone
Happiness is infectious, and answering the phone in a cheerful tone can help disarm and charm callers, which leaves a much more positive impression.
4. Smile
Sure, you may be hundreds of miles away from your caller, but smiling still works. A smile can change your voice, boost your mood, and leave a more positive impression. Even if you aren’t feeling particularly cheerful, try donning a smile and let the change in your voice do the rest.
5. Be Genuine
No one likes to talking to a wall, and if you’re locked in a script the customer will notice. Have the vocal flexibility to be genuine and approachable, be open to limited small talk, and let your humanity build a real (if momentary) connection.
6. Honesty
Another thing none of us can stand? Dishonesty. Don’t make promises you can’t keep and admit when your company got something wrong. Honesty, even apologetic honesty, is foundational for building a long term relationship between anyone—including customers.
7. Keep Them Informed
Transfers, queues, and forwarding can be hard on customers who often feel like they’ve been discarded or lost in the shuffle. If you are transferring a customer, let them know to whom. If there is going to be a wait time, warn them and provide an estimate. If someone is out and only available via voicemail, let the caller know up front so they can prepare their message. The more information you can share with them, the more valued and in control they’ll feel.
8. Lead the Caller With Suggestions
Don’t assume that your caller knows what they want. Often, they’re calling in to figure out what their options are, who they need to talk to, or what they’re next steps are. Be proactive with suggestions and lead the customer through the conversation. Be helpful!
9. Positive Phrasing
Always strive for a positive spin, even when the information you’re sharing isn’t positive by default. For instance, “I’m sorry, Mark is out of the office this morning,” is better as, “It looks like Mark will be back this afternoon. I’d be happy to schedule a time for you to talk to him then.”
10. The Human Touch
When a customer places a call to your company, they’re never hoping to run into a machine. They want a real person who can guide and direct them, and that’s what makes virtual receptionist service from Reliable Receptionist so powerful.
To learn more about different packages and how Reliable Receptionist can free up your staff while boosting conversions, call us at (925) 627-4200.
