Your phone manners can change a caller's impression of your business - in a positive or negative way.Read Now
We are passionate about creating an exceptional 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 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 using 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.
To learn about custom telephone audio solutions, visit www.OnHold.com or call 1-888-321-8477.
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If your caller’s first impression isn’t positive, your business could be losing revenue.
It’s crucial to choose a professional, experienced audio production company for your custom music on hold marketing and auto-attendant greetings. While it may seem like “just a greeting” or “only music on hold”, in many cases this is the first impression a caller has of your business. And, if that impression is not a positive one, it could result in lost revenue for your business.
A professional audio studio has the background and knowledge of your industry to create effective telephone marketing. They know the optimum parameters for your telephone system, ensuring your business always sounds impressive.
Visit www.OnHold.com or call 1-888-321-8477 for help impressing your callers & increasing profits!
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