Over the past few years, technology has taken over much of the customer service experience. Many websites boast everything from automated emails to bot technology. Some business owners will say that this is a good and much more efficient way of doing business. Still, those experienced in customer service and outsource answering service understand the importance of having a real person behind the line and displaying professional phone etiquette. In fact, customers are much more likely to recommend your company if they have had a positive experience. The following includes a few ways to improve the business phone etiquette within your company.
Phone Etiquette and the Importance of Facial Movements
If you take one thing away from this article, it’s to inform your staff about the importance of facial movements as a means of reaching proper telephone etiquette. Just as sitting/standing affects your voice, your facial movements impact how you sound to the person on the other end of the line. Your facial movements will affect the overall quality of our telephone etiquette. This is because the shape of your mouth will often determine how you sound. So, if you’re attempting to sound friendly but you’re not smiling, it can come across as very monotone and simply not a sincere attempt at providing professional phone etiquette.
Take Your Calls Quickly
Customers who call your customer service business are likely already irritated, and making them wait is not going to do you any favors. That’s why proper phone etiquette for business is making sure that you take the call as soon as possible. Understandably, your company may be receiving a ton of phone calls, which can hurt the phone etiquette for business. However, simply taking the time to answer customers’ phone calls and letting them know you will be with them in a few minutes can do wonders. If calls are coming in too fast, you may need to seek the services of a third party and outsource the answering service to them.
Speaking Clearly Is Critical for Success
If you want to irritate a customer even further, speak slowly or too fast. When customers call your center, they call to receive clarity on their issue, which should be how customer service representatives speak to them. The best way to keep the information as clear as possible is to avoid thinking out loud or mumbling. Many of us tend to speak to ourselves when we’re thinking, but this isn’t a good thing while you’re on a call, as it can create a lot of confusion. If you do need to outweigh certain options, it’s best that you write them down instead of saying them out loud.
Please and Thank You Go a Long Way
This may seem like common sense, but some customer service representatives tend to forget to say please and thank you during calls. Customers want to feel valued, and simply pushing them towards the next objective without asking them for permission or thanking them for their patience is not going to end well for anyone involved. So, if you do ever need to place them on hold or move onto another topic, it’s always recommended to ask for permission and then thank them right after.
How One Stands/Sits Is Important
Picture a friend talking to you about how he just had the worst day ever. If you had to describe the scenario, it’s likely that you’re going to describe that person as slumped over. When it comes to customer service and providing a professional service, customers can always tell how you’re sitting or standing by the way you’re speaking. That’s why having your staff improve on their posture is so important. If you notice poor posture, that same energy is going to come across in their telephone calls. So, is it simply telling them to sit up straight when talking on the phone? Sometimes, but there are going to be instances where the seats in the office are not in the best conditions. This, of course, can translate to their poor posture.
Avoid Interrupting as Much as Possible
No matter if you’re in person or on the phone, it’s never a good idea to interrupt someone, especially if you’re a business. Listen to your customers. By allowing this to occur, you may make the call that much easier to handle.
As you can see from the information above, there are many ways that a customer service call can go downhill. Did you spot a mistake you’re making or something that you’re struggling with at the moment? Maybe it’s the high number of customers calling in at the same time. If so, give AnswerHero a call or send us an email to request more information about this type of service.