This post was written by Sherri Fielding of Xenium
How do you answer the phone? Do you use lingo or jargon? Most people who call a business form an opinion of you within the first 30 seconds. What opinion do you want them to form?
Below are several tips that could easily sit next to each persons phone and be a helpful reminder to create the best first impression:
– Take a deep breath before answering. Calm your breathing and give off the impression that you are relaxed and not rushing through the day and through your phone calls.
– Always answer the phone and answer by the third ring. Too many companies rely on automated answering services; people want to call and actually talk to a live person.
– Write the caller’s name down and use it throughout the conversation. Customers will enjoy hearing their name repeated.
– Control the language you use. Remember, you are in a professional environment and your language should reflect this. Do not use lingo or jargon. Get rid of “ok” or “no problem” and instead say “Certainly” or “all right”. Work on getting rid of fillers such as “uh huh”, “um”, or phrases such as “like” or “you know”.
– If you are transferring this customer to another employee within the office take a thorough message. Make sure you have the customer’s full name and company along with a brief description of the reason for their call. This allows you to relate that message thoroughly to the employee and will therefore reduce the amount of repeating the customer will need to do.
– Smile while you are talking. A positive attitude reflects in the words and the tone of your conversation. Remember, everyone is going through something, so try to brighten the person’s day instead of creating a down moment.
– If you must put a customer on hold, ask them if you can put them on hold before doing so. Some customers may just wish to leave a message.
– Conclude each call with a summarization of what the conversation was about and any action items.
By taking the time to work on phone answering skills, you are doing more than just answering a phone. You are providing a positive experience for your customer, for you, and for any future dealings with this customer. Leave the conversation on a positive note and they are more likely to remember you for referrals or additional business.
