As a customer service professional, I am probably more aware than most people on the quality of customer service that people give. Especially when it comes to service provided over the phones.
Some places are great at it and others, not so great. When you answer your phone at your place of business, do callers feel welcomed or are they scared?
Here are few tips that I feel can help you serve your callers better and have them hang up the phone feeling good.
Some places are great at it and others, not so great. When you answer your phone at your place of business, do callers feel welcomed or are they scared?
Here are few tips that I feel can help you serve your callers better and have them hang up the phone feeling good.
Hello?
How many times have you called someplace and all they say is, “ABC Company”? It’s usually said so fast, you really didn’t understand them and then you kind of just sit there because you aren’t sure if you got a machine or person.So then you get the irritated, "Hellllooo?"
The preferable way to answer a business phone is: “Thank you for calling ABC Company. This is Michele. How may I help you?” Answering the phone in this way shows appreciation to the caller, tells them who they are talking to, and let’s them know that you are willing to help them.
Hold Please
Ever been told, “Hold please”, and then placed in what I call Hold Hell? I hate it. For starters, I may not be able to hold. Don’t make assumptions. I especially hate when you call a business and they immediately answer the phone, “ABC Company, can you hold please?” and then place me on hold without even hearing my response. Those companies get hung up on.
Always ask if you can place them on hold while you do whatever it is you need to do. (“May I place you on hold while I check with that department?”) Wait for their response and then place them on hold. You may find out that they aren’t able to hold at the time and either they will call back or would like for someone to call them back.
If you are answering phones and you are so busy that when answering the phones you immediately have to place people on hold because your boss doesn’t like to hear phones ringing, then your boss needs to upgrade their phone system (or hire someone else) so that calls don’t back up on you that badly.
Once you have placed them on hold, and you are picking the caller back up, you need to thank them for holding before you provide them with the information they were holding for. (“Thank you for holding. I found out….”) By doing this, it helps the caller get back on track and paying attention to what you have to say. Just coming back on the line and start talking about whatever it is they needed can be disconcerting and you usually end up repeating yourself because they weren’t expecting you to get back on the line and just start rambling off information.
Smalk (Smile + Talk)
When you are answering phones, you need to sound friendly. You can say all of the right things, but if it isn’t said in the right way, it won’t be effective. So when you are answering those phones, you need to smile - Just as if the person has walked into your office (if you aren’t doing that, see my post titled “Where is the Love”). A smile comes through your voice when you are talking. It makes your caller feel good and makes you feel good as well. Tyra has Smizing …I have Smalking. So Smalk!
Good-bye
When you are getting to the end of your conversation, it is always helpful to ask in some kind of way if there is anything else you can help them with. Examples include: How else can I help you today? Is there anything else I can do for you? Did I answer all of your questions?
Once you have determined that your phone call is done, thank the caller for calling. Tell them to have a nice day. Basically end the call on an upbeat and positive manner. Sometimes a good last impression can help change a bad first impression.
On a personal note...
I would be remiss in not saying this. Even though I love music and enjoy listening to the latest hits, when I call someone, I don’t want to hear it.
On a personal level, I have never been a fan of Call Tones. As a potential employer, I absolutely despise Call Tones. Nothing screams unprofessional more than that. If you are giving out your cell number for employers to call you back for a job, do yourself a favor and drop the Call Tones. I have heard of managers who have called an applicant, received their call tones and immediately hung up and didn’t consider that applicant. Yes it may sound petty, but it is what it is. I have never done that, BUT it doesn’t leave me with a good first impression and the applicant now has a harder time in winning me over.
Let’s Re-Cap
- Use a greeting that tells the caller who they are calling, who they are talking to and that you are willing to help them.
- Always ask for the caller’s permission to place them on hold and when getting back on the line, thank them for holding.
- Smalk! Smiling never hurts anything!
- Before hanging up, make sure the caller has been completely taken care of and thank them for calling.
- Get rid of Call Tones. Find another way to express your love of music.
