What Is Professional Telephone Etiquette?
Responding to phone calls is an important and crucial part of any business. Sure, web enquiries, social media and email have their place, but the phone remains the primary contact point for many customers. Professional telephone labels can have an impact on a positive first impression, which more often than not influences the caller's behavior and actions towards your business.
Follow these tips to learn how to respond professionally to your phone calls and win a successful business:
- Answer Calls Promptly.
Each phone ring is equal to six seconds. Imagine if you let the phone ring five or six times. Most people are not going to wait a long time on the phone. Long waits can give the person talking to your business a negative experience. It is recommended that a second or third ring call be answered.
Experience has also shown that if you answer the call quickly , people tend to be caught off guard. You 're making an uncomfortable start to the conversation. Use the overflow call forwarding system to a live answering service to answer your calls when the call volume spikes.
- Your Attitude Determines Your Customer’s Attitude.
It's all about how an employee interacts with a caller. The tone and the mood of the staff will reflect their attitude. A positive attitude is essential to the achievement of a positive outcome. If an employee finds himself uninterested or rude, this can lead to a negative experience.
People work hard days and talk to a lot of people. Stay polite and calm at every call. The aim of the call is to satisfy the needs of the caller and to make them feel good about your company.
- Create Rapport.
A business can receive tens to thousands of phone calls every day. Each call allows your company to build a stronger relationship with current and potential clients.Start your call with a positive greeting, for example:
- "The Good Morning"
- "The Good Afternoon"
- "Good morning"
Then followed by a personal introduction to your name and organization. Asking for and using their name will also help to build a stronger personal connection.
- Speak Clearly and Professionally.
All communications should be clear and professional. Unclear communication is a rocky conversation. Some companies are using a telephone script for customer service. From our experience, scripts tend to limit the ability to engage in spontaneous conversations that can build stronger relationships.
It's possible you 're not going to know all the answers. Instead of saying "don't know," tell them you 're going to "check it out." Also, using vulgar or rude language is not acceptable. No matter how the caller speaks, the employee must always remain a professional.
- Active Listening is Everything
If we talk more and listen less, it becomes more difficult to meet expectations. To understand the needs of others, we need to listen.We need to make it possible for the caller to express their needs. If there is any uncertainty, we can engage the caller to better understand their request.
Under no circumstances should you talk about the caller. Staying calm and asking questions will show the callers you 're listening to and you're interested in what they say.
The staff must give the caller 100 percent of their attention. Eliminate background noise and any other distractions around it. These distractions may keep the employee from being fully engaged. Typically, when managing calls, the call details must be entered into the system. Distractions could cause incorrect data entry, which could lead to a number of problems.
- Be Helpful
The aim of managing calls is to help callers meet their needs. Remember, every call is an opportunity to build a relationship. We can do this by being helpful and working to provide a positive customer experience. We 're losing the chance to build deeper customer ties if we push them off the phone.
Helpfulness also involves what the caller doesn't hear. It's about your actions, too. For example, when taking messages, it is essential to have accurate information and to deliver the message to the right person. Another common mistake is the transfer of calls. Some organizations are going to transfer the call without knowing if someone is going to pick up.
- Ending Properly
You want to confirm, following the professional phone label, that you helped the caller with everything they needed. There are instances where requests can not be met, and it is essential to communicate why. It is necessary to remain warm and well-mannered in these situations.It is helpful for both parties if you confirm their request and then confirm the solution you have provided.
Does Your Business Need a Reliable Telephone Receptionist?
Reliable Receptionist helps small to mid-sized businesses enhance their professional image, improve customer service, manage workload and convert callers to become loyal clients. At Reliable Receptionist, we not only provide simple answering services but you can be confident your company’s incoming calls will be immediately answered by one of up to five trained representatives assigned to your account. These virtual telephone receptionists are professionally ready to answer questions about your business, provide directions, capture critical lead information, schedule appointments, and forward calls to the appropriate department depending on your set guidelines. Let's Work Together! For more information or to request a quote and free demonstration, send us a message or call us today at (925) 627-4200.