The telephone is still the preferred communication tool of choice for many when it comes to business, even when web enquiries, emails, social media and live chat facilities are available. So here are our top tips on telephone answering..
ANSWER THE CALL QUICKLY - There is nothing more unprofessional than leaving a caller waiting. Research shows that if most of us wait longer that 24 seconds on the phone, we'll hang up.
ANSWER WITH A SMILE - You can always tell if someone is smiling or not over the phone. Smiling when delivering customer service when answering the phone is just as important as smiling face to face. If you are happy, the customers happy!
SPEAK CLEARLY & PROFESSIONALLY – Words like ‘cheers’, ‘uh-huh’, ‘mate ‘,’yeah’ etc. are not professional ways to speak to customers over the phone, keep it friendly but remember they are a customer and not a pal and remember to enunciate every word.
LEARN THE PHONETIC ALPHABET- and use it when you are confirming spellings back, Sounds a lot more professional than saying the first thing that comes to your head!
REMAIN POSITIVE AND PROFESSIONAL - Even if you have no idea what they are talking about. By using ‘let me find that out for you and come back to you’ rather than ‘I don’t know’ as it shows interest and a willingness to help.
KEEP THE CUSTOMER HAPPY- make sure you go back to update them every few seconds if you have to put people on hold, and remember to keep offering to have them called back
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