How to Answer a Business Call Professionally

Are you answering your business calls professionally? The way we deal with customer calls makes a big difference to company reputation, customer retention and generally efficiency within your business. Have a look at the following checklist of how to answer a business call professionally to see if you make the grade. If not, you  might want to consider employing a professional call answering service to deal with your calls on your behalf! Our Zoomettes are friendly, responsive and highly trained, and will always answer your calls in a way that ensures your customer service experience is positive.

10 ways to keep your business calls professional:

1. Be polite! Even when faced with difficult customers or an awkward situation, remain unfailingly polite at all times and sometimes the most hostile of callers will come around in the end.
2. Think before you speak. Make sure your responses are accurate and work towards a positive customer experience. If you're unsure about an answer, find out before you give information to a customer.
3. Communicate clearly. Be honest and straightforward and ensure that both you and your customer understand what's going on, whether you're dealing with an enquiry, a transaction, or a complaint.
4. If you've made a mistake, apologise. Even if it isn't your fault, as a call handler, you are representative of your company and you need to make sure that wrongs are righted and your customers feel valued and responded to.
5. Use a good vocabulary. Using appropriate vocabulary not only appears more professional, but it helps you to communicate more effectively.
6. Say "please" and "thank you"! Good manners go a long way... Ask questions politely and thank your customers for their call, their enquiry or their purchase.
7. Repetition aids understanding. Sometimes repeating information back to a customer can help keep things clear, such as phone numbers, quantities, details of products or requests for information.
8. Be friendly and make each call personal. If you have details of an existing customer, let them know your company values their business and make them feel as if you have a personal business relationship.
9. Know what you're talking about! If you don't, it's better to be honest and admit you need to find out more to be able to answer a query properly. Don't be tempted to wing it and make something up or assume...
10. And finally: Make follow up checks at the end of the call. Is there anything else your customer would like to know? Is everything clear and understood? Is there anything else you can do for the customer? Are they satisfied with everything? The little details count and going that extra mile rather than a quick, "thanks, goodbye" can make all the difference.

Oh, and one final thing - our Zoomettes answer each and every call with a SMILE. For more information on professional call handling, call centre services and virtual reception services, get in touch with us at Zoom Answer Call UK.