The manner in which the receptionist of a company answers phone calls can display an image of the business to the customer. It is important for every company to ensure that their calls are handled by personnel who are fluent in a particular language, and who also sound nice and clear.
If there is information that you do not have immediate access to and want to put your caller on hold, you must take permission from him/her before doing so. Also, if you think that you will need some time to get back to them, it is better to tell them that you will call them back later as you’re unable to help them out right away. Your callers will appreciate this rather than being put on hold for a while.
Image by Matt Hutchinson
You must use a pleasant tone at all times while answering phone calls and make sure that your language is clean. Do not use slang words and never interrupt the person when he/she is speaking. Wait for them to stop, and only then start talking. You must also be precise and not waste the caller’s time with topics that do not concern them. Arguing with a customer over the phone is not advised, regardless of how they may speak.
The rules on providing telephone service to customers are not followed by everyone. The receptionist or help desk agent you have hired for your company may not have the best training and guidance on how to follow these rules. Taking time and money out of your business to train a reliable staff may get wasted sometimes. In order to avoid all the hassle and worry, you can hire the services of a Help Desk/Contact Centre to handle all your business phone calls. With this service, you can provide efficient telephone service to your customers. You can also increase the customer satisfaction rate of your company as most of the customers can get their issues resolved in just one phone call.
When customers call a business for any service or questions, they want to speak with someone who knows their importance. Help Desk/Contact Centre professionals are trained to do exactly that. One customer can be provided with one point of contact, which makes the service more personalized and efficient.
If customers know that they are given a priority in your business, they always want to do more for you. They can develop loyalty to your company and appreciate the value you have towards them. This service can significantly increase your customer satisfaction and retention rate. The personnel who work with these service providers have excellent communication skills and etiquette that can help in building the repute of your organization.
About the Author: Penny is associated with Answerplus.ca which provides Help Desk/Contact Centre and other services.