Good phone etiquette is always important but never as much as during these stressful, changing times. We are a bit fanatical about creating an extraordinary phone experience and believe great phone etiquette isn’t just about answering a call – it’s how you support your callers, ensuring you meet their needs and exceed their expectations. It is vital all your employees know how to capably operate your telephone system: how to place a call on hold and transfer a call to a different extension. Below, our OnHold.com team offers examples of strategies your business can use to enhance your callers’ experience.
Before answering a call, take a second to ensure you are ready to offer your undivided attention to your caller. Set aside whatever you’re working on, take a quick breath, smile and answer the phone (it’s best to answer by the second or third ring). A caller should always know they are your top priority.
When answering a call, be respectful and professional – use a pleasant tone of voice and identify yourself. Treat every caller as you would someone walking through your front door, ensuring every caller feels appreciated.
Throughout a phone call, give the caller your complete focus and repeatedly use their name to create a bond with your caller. Speak in a slow, friendly manner, articulating clearly. Ask if they need anything explained or repeated. Ask “Have we answered all of your questions? Is there anything else we can do for you today?”
If you need to leave a caller to answer another call or look up information, never leave the phone line open. Ask “May I place you on hold for a moment?”, reassuring them you will return shortly. (Learn about custom on hold messaging services at OnHold.com.) If you are unable to answer a question or resolve a problem, transfer your caller to the correct person or offer to research the information and call them back. Use language such as “What a great question! Let me find out for you.” instead of “I don’t know or I’m not sure”.
When closing a phone call, recap any follow-up that is expected by you or the caller. Always thank them for calling (yes, even the difficult callers!) and invite them to call any time they need assistance.
Remember, excellent phone manners are really about respect for your caller and utilizing common sense. A thoughtfully handled phone call creates an intimate connection with your callers, enhancing their overall phone experience, and their opinion of your business.
Learn about custom telephone audio solutions at OnHold.com or by calling 1-888-321-8477.
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Custom auto-attendant greetings, in addition to promoting products or services, direct callers to create a better overall call flow. Use custom IVR and phone prompts to direct callers to: specific departments within your business, your physical location, how to reach you afterhours or provide emergency messaging.
While on hold, music on hold messages direct callers to your website, social media, other business locations, live website chat, and more. On hold marketing is also a great tool to promote current specials, products, or services to increase revenue.
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