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.
February 12, 2024
Virtual reception services help manage business operations efficiently. Learn more about the benefits of these services by reading our blog.
February 6, 2024
Effective customer service communication helps build strong customer relationships in today's fast-paced business world. Read this blog on some strategies.
December 13, 2023
When you hire a phone answering service, you want to make sure that they have the right knowledge. Read our blog to learn how to find the right service.
November 6, 2023
One tool that hospice companies can leverage to enhance their services is an answering service. Learn how you can benefit from this service in our blog.
October 16, 2023
For the 17th time, AnSer Answering Services has been honored with the exclusive 2023 Award of Excellence. The award is presented annually by the Canadian Call Management Association (CAM-X), the industry’s Trade Association for providers of call center services including telephone answering and message delivery. AnSer was presented the award recently at the CAM-X 59th Annual Convention and Trade Show in Calgary, Alberta. Independent judges are contracted by CAM-X to evaluate message services over a six-month period. The scoring criteria includes response time, courteousness of rep, accuracy of call, knowledge of account, and overall impression of call. For over 70 years, AnSer has been a leader in the telecommunications industry and is now a 17-time winner of the Platinum Plus Awards which demonstrates AnSer’s quality service to its customers. If you would like to learn more about AnSer’s services and how they are able to help improve your communications with your current customers and potential new customers, call any time and ask for Byron at (920) 490-7700.
September 26, 2023
Provide vital services to your patients with virtual answering services. Read on to learn more about this exciting new advancement in technology.
August 29, 2023
Answering services can help offer immediate assistance 24/7 for your clients when they have issues. Read our blog to learn more information.
August 25, 2023
AnSer Answering Services for the second time in the past three years has ranked in the annual INC 5000 fastest-growing private companies list. AnSer is part of Message Network, Inc. headquartered in Green Bay, WI, but AnSer is operating a total of 18 call centers with live telephone agents from coast to coast in the United States. For over 70 years, AnSer has been a leader in the telecommunications industry and is currently the #1 ranked call center in North America by the industry’s two largest associations. President Allan Fromm commenting on the many recent achievements of AnSer said, “I am very proud of our entire team working towards our company goal of providing a friendly, professional customer service experience. Our recent awards and continued growth are a testament to our team’s commitment, and we appreciate the recognition from third parties.” If you would like to learn more about AnSer’s services and how they are able to help improve your communications with your current customers and potential new customers, call any time and ask for Byron at (920) 490-7700 .
August 25, 2023
Before utilizing virtual receptionist services, you need to create a script to ensure your calls are taken effectively. Read to learn more.
BROWSE OUR WEBSITE
CONTACT INFORMATION
HQ Location: Green Bay, WI
Phone: (800) 723-0000
Sales Information: sales@anser.com
Admin Information:
info@anser.com
BUSINESS HOURS
- Mon - Sun
- Open 24 Hours
“We never sleep so you can!”
Content, including images, displayed on this website is protected by copyright laws. Downloading, republication, retransmission or reproduction of content on this website is strictly prohibited. Terms of Use
| Privacy Policy