Answering the phone isn’t hard. But it is important to keep in mind that the phone is still one of the main ways customers connect with a business. And the way you answer the phone will form your customer’s first impression of your company. Sometimes your voice is the only impression of your company that a customer may get. And it’s the little things that can make people happy and go a long way towards good customer service. Here are some tips to help you provide, graceful, polite and efficient customer caller experiences.
Be Prepared – It’s annoying to call a business only to have to wait for someone to get a pen, something to write on or to sign on to the system before being helped. You were expecting to actually work today weren’t you? Look like a pro and gather everything you need before your shift starts.
Answer all calls before the 3rd ring – and smile before you answer. Yes people can tell the difference. Avoid sounding robotic, when you speak be warm and enthusiastic. Being friendly, pleasant and polite whether on the phone or in person has the power to make any situation better and increases the chances for customer satisfaction.
Watch the sound of the words coming out of your mouth – Slow down and make sure you speak clearly. Train the tone of your voice to be moderate and your vocabulary to be positive. Bonus! It’ll make you feel better too.
Welcome all callers courteously – Use day times, announce your company name and thank them for calling then identify yourself. For instance; “Good Morning, thank you for calling ABC Company, this is Ashley. How may I help you?”
Sound professional – Show the caller you are happy to help them by using phrases such as ‘My pleasure’ and ‘absolutely’ instead of ‘OK’ and ‘all right’. Mind your manners. Using the word ‘may’ rather than ‘can’ sounds more professional. Notice how ‘May I have your account number?’ sounds more professional than ‘Can I have your account number?’ And of course never forget your ‘pleases and ‘thank you’s.’
If you’re having a bad day– or are a bit under the weather, don’t take it out on your customers. Hello…! They are the reason you are getting a paycheck. Not to mention, no matter how you are feeling today your attitude, preparedness and poise are a reflection on your company.
End the call positively – and say the customer’s name if you know it. Use friendly goodbyes like ‘Have a wonderful day John!’ or ‘We’ll look forward to hearing from you again.’