Common Telephone Answering Myths

We all know good customer service when we experience it, but do we really know how to achieve it? Telephone answering can be a particular challenge when it comes to delivering excellent customer service as so many of the signs we use to read people's reactions are gone. We are left with only the tone of voice and the words used to figure out what the customer is feeling.

One common myth about delivering good customer service over the phone is that it has been achieved if everyone understands what has been decided and what will happen next. In actual fact, this is not effective communication. Good communication involves discussion rather than simply informing. Discussion helps build understanding on both sides, as well as comfort and commitment from the customer.

Another frequent mistake is to think that being frank is always the best policy. The difficulty is that what one person feels is frank, another person may find insulting. It is important to consider how you come across to other people.

Little changes to your telephone answering skills can make big changes to how your customers see you. At Zoom UK we are always striving to improve our telephone answering service and customer service skills.