Phone Etiquette for Better Customer Service
January 25, 2023
A significant part of boosting your business success is prioritizing customer satisfaction. You want your customers and prospects to feel valued and that your company does not only care about profits but also the experience of its customers.
Observing phone etiquette is one way to ensure that your customer service is top-notch. How you answer calls and interact with customers over the phone reflects your business's values and can determine if customers want to do business with you and recommend you to others.
So to improve your customer service on the phone, discover some critical phone etiquette to observe.
The rule of thumb is to answer the phone within the first three rings. This tip shows you have a dedicated customer service team that is on top of things.
No customer wants to wait on call or be sent to voice mail. Those things may create the perception that you are too busy to serve clients, so they may opt to work with your competitors.
Your first few words will determine if the customer or prospect stays on the line to hear what you have to say. Introduce yourself and your company, then request to know who is calling and how you can help them. This step makes the caller feel welcomed and creates the best impression of the business.
Listening is an essential skill for every customer service representative. You don't want to appear uninterested or make the customer feel like you are in a hurry, so take your time and listen to what the caller has to say.
Allow the caller to finish their sentence before interrupting or answering their concerns. This way, the caller will feel they are in control of the conversation.
Customers can be in different tones and temperaments, so as a customer service representative, you need to match the caller's tone.
If they are talking fast, then pick up your pace a bit. Also, try to use similar words or phrases that they use when responding to their questions.
You need to sound confident when answering a call and assure the caller that their problem will be resolved as quickly as possible. Customers don't want to hear you say, 'I'm not sure' or 'I don't know.' So instead, tell the customers you will look into the matter and get back to them.
Make the callers know that you are invested in the conversation by writing down the crucial details of their complaint. This tip helps track the progress of complaints and avoids long conversations about issues that have already been discussed.
Ask questions for more insights into the matter. Don't answer only what the caller asks, but also make sure you clearly understand the problem.
Before you end the call, confirm that all customer concerns are addressed and that you leave a good impression on the caller. You can kindly summarize what you discussed during the conversation and ask if anything else needs to be taken care of. Then thank the caller for their time and politely end the call.
The etiquette above may sound obvious, but they play a crucial role in helping businesses deliver superior customer service. Hiring a professional phone answering service is the key to ensuring that customers have the best experience with your business. The service provider can help to handle incoming calls and provide tailored customer service that meets the needs of your business.
You can trust us at AnSer to help you provide professional phone answering service with our expertise. Our team is always ready to offer the best solutions and ensure that your customers have an amazing experience every time they call. Contact us for a consultation.
Observing phone etiquette is one way to ensure that your customer service is top-notch. How you answer calls and interact with customers over the phone reflects your business's values and can determine if customers want to do business with you and recommend you to others.
So to improve your customer service on the phone, discover some critical phone etiquette to observe.
Answer Fast
The rule of thumb is to answer the phone within the first three rings. This tip shows you have a dedicated customer service team that is on top of things.
No customer wants to wait on call or be sent to voice mail. Those things may create the perception that you are too busy to serve clients, so they may opt to work with your competitors.
Introduce Your Business Professionally
Your first few words will determine if the customer or prospect stays on the line to hear what you have to say. Introduce yourself and your company, then request to know who is calling and how you can help them. This step makes the caller feel welcomed and creates the best impression of the business.
Listen Without Interruptions
Listening is an essential skill for every customer service representative. You don't want to appear uninterested or make the customer feel like you are in a hurry, so take your time and listen to what the caller has to say.
Allow the caller to finish their sentence before interrupting or answering their concerns. This way, the caller will feel they are in control of the conversation.
Match the Callers' Tone and Pace
Customers can be in different tones and temperaments, so as a customer service representative, you need to match the caller's tone.
If they are talking fast, then pick up your pace a bit. Also, try to use similar words or phrases that they use when responding to their questions.
Be Confident
You need to sound confident when answering a call and assure the caller that their problem will be resolved as quickly as possible. Customers don't want to hear you say, 'I'm not sure' or 'I don't know.' So instead, tell the customers you will look into the matter and get back to them.
Take Notes
Make the callers know that you are invested in the conversation by writing down the crucial details of their complaint. This tip helps track the progress of complaints and avoids long conversations about issues that have already been discussed.
Ask questions for more insights into the matter. Don't answer only what the caller asks, but also make sure you clearly understand the problem.
End the Call Professionally
Before you end the call, confirm that all customer concerns are addressed and that you leave a good impression on the caller. You can kindly summarize what you discussed during the conversation and ask if anything else needs to be taken care of. Then thank the caller for their time and politely end the call.
The etiquette above may sound obvious, but they play a crucial role in helping businesses deliver superior customer service. Hiring a professional phone answering service is the key to ensuring that customers have the best experience with your business. The service provider can help to handle incoming calls and provide tailored customer service that meets the needs of your business.
You can trust us at AnSer to help you provide professional phone answering service with our expertise. Our team is always ready to offer the best solutions and ensure that your customers have an amazing experience every time they call. Contact us for a consultation.
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