With so much focus on online communication today, proper phone etiquette is becoming a lost art. However, phone calls still form an integral part of the way most businesses communicate with customers. Thus, phone etiquette is an essential skill you should master.

A telephone conversation will largely shape a customer’s perception of your business. To ensure it is a positive one, here is what you’ll need to consider.

Always Answer Calls Promptly
While some businesses have procured a live answering service, an equal number still struggle with answering calls promptly. Most callers will hang up after about five rings if no one picks up the phone. There are many perceptions that a customer can make about your business just by you taking too long to answer their call. Common perceptions include:

  • You do not care
  • You are understaffed and disorganised
  • You might be lazy

To avoid such negative perceptions, answer calls promptly. In case you don’t have the workforce to handle all your phone calls, getting a phone answering service would be a good idea. It will help you keep on top of your customer service requirements.

Start with A Greeting
Greetings are a sure way to make the caller feel welcome. Even for a live answering service, your voice should be warm, audible and professional. Also, as part of the greetings, make sure the customer is aware of your name and that you’re there to help.

Listen to The Customer Attentively and Actively
Listen carefully to get as much information from the customer as you can. You’ll need to understand what their queries are to serve your customers best. In case you need to transfer the customer to another person, inform the customer of their name. Ask for permission from the customer if you need to put them on hold while transferring them.

Offer Solutions
Even for a case where you don’t have an answer, give the customer a feasible alternative. Also, while ending the conversation, thank the customer for their time and patience.

You ought not to take a customer’s call lightly. Chances are, this is the first contact the customer has with your company. A proper first impression is of utmost importance, and the correct phone etiquette is an integral part of creating a lasting impact.

If you’re still concerned about managing and handling your phone calls, contact Answer Right today. We offer a professional, personalised, and distinctive service.



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