Many people experience phone anxiety, which makes it challenging for them to make calls in their everyday lives. When callers deal with this worry, the professionals on the other end of the line need to find ways to interact with them in a way that is helpful. For businesses, creating a stress-free experience for anxious callers is important for building trust with customers.
Explore how you can make phone calls stress-free for your customers with AnswerHero™.
Phone call anxiety is a feeling of panic when having to make or receive phone calls. Call anxiety can happen for many reasons, but the feeling ultimately makes it challenging to make phone calls for necessities, like making appointments. Some of the core causes of phone anxiety include:
Regardless of what might cause a person’s phone anxiety, treating these callers with empathy and care is essential.
Call agents are trained to expertly field a wide range of phone calls, including those with anxious callers. The right team of call agents applies a range of tips to deal with stressed-out customers.
Call agents set the tone of the call from the moment they pick up the phone. A warm, friendly greeting is an important step to creating a sense of comfort for an anxious caller. Professional greetings can reduce anxiety by creating a supportive environment and building a connection with the caller from the start. For example, a call agent can ask for a caller’s name to make interactions more personal. Phrases like “Thank you for calling [business],” and “How can I help you?” can also put callers at ease.
Throughout a phone interaction, an agent’s friendly tone can keep a caller at ease. Studies have shown that we can hear a smile in someone’s voice. With an agent happily talking on the phone, a caller can feel less pressure to act or perform a certain way while on the line.
An anxious caller may feel more nervous when there is a lack of clarity about what happens next on the call. Actions like call transfers or asking a lot of questions can make an anxious caller shut down. The best way to support anxious callers is to communicate clearly and concisely, so they know what to expect and how to respond.
For example, an anxious caller contacting a doctor’s office might feel uncomfortable about becoming a new patient. Typically, first-time calls will involve getting personal information before the appointment. An excellent way to communicate concisely is to establish each step. A call agent might say, “Before we wrap up, I’m going to ask you a few questions about your health history and needs for our records. Is that OK?” Taking this step helps to make the call more predictable and calm the caller on the other end.
When a phone conversation becomes complicated or confusing, an anxious caller is more likely to panic. The best way to serve these callers is to work through the call process efficiently. For example, a caller could indicate upfront that they need to schedule a meeting with someone at the company. Rather than prolonging small talk or getting off task, a call agent will focus on getting that appointment in the calendar as efficiently as possible.
Call agents are trained to determine next steps based on the information they’re given, and in some cases, that might involve transferring the call to someone else. Call transfers can be a great way to ease stress or anxiety for callers because they don’t have to repeatedly explain themselves. By connecting callers to someone more equipped to handle the call, call agents prevent panicked customers.
AnswerHero™ is a call answering service that helps you answer every call, every time. With the help of our professional call agents, your business can field calls from all types of customers, including those who may experience phone anxiety. Some notable features of our call answering service include:
Beyond these features and benefits, our services are also contract-free, making it easy to adjust your plan as your call volume changes. Stay flexible, handle anxious callers and never miss a call.
AnswerHero™ is here to provide the support you need for efficient, stress-free call experiences. Connect with every kind of caller today, and get started with our services today.
Never miss an important call again with AnswerHero. Our team of professionals will answer calls 24/7/365 based on the information you provide about your business. We handle basic processes like taking messages and routing calls, but we can also make appointments and provide translation services. See the difference AnswerHero makes — choose your plan or contact us today.
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