Phone Answering Tips
Receiving calls while working online can be likened to a disruption in the daily activities of a business owner. In fact, answering calls when you are in the middle of a task can be distracting but you should try as much as possible to pick those calls as one of those calls might be an inquiry from a lead who want to know more about the offerings of your business. It is crucial to give similar priority to your phone as your print collateral and online presence.
If you start considering your mobile phone as a critical tool for disseminating the message of your brand where your clients can easily relate to you, you will receive your call with excitement. You need to begin the process of setting guidelines for answering your calls as that will encourage your callers to love your brand and enable your brand to achieve success.
These are the necessary steps to answer your calls:
ANSWER THE PHONE BEFORE THE THIRD RING
Ensure you pick calls as soon as possible, and if this is not possible for you to do, make use of the voicemail system to route unanswered calls.
MAKE USE OF A WARM AND FRIENDLY TONE
Most people are not aware of this fact; people will have a feel of your personality from the tone of your voice. Ensure you sound warm and friendly on the phone as they will not want to have anything to do with your brand if you sound rude on the phone.
Ensure you identify yourself by mentioning your name and your organization when you receive calls from prospective clients. Gently talk to the callers and pleasantly extend greetings.
USE THE RIGHT LANGUAGE
Use of slang and wrong words will portray you as a business owner who is not capable of offering exceptional service. Do not use words like “you know,” “ok,” and “like” to address your callers. Try as much as possible to prevent the use of words like “um,” “uh huh,” etc.
Are you someone who likes to work on other tasks when you receive phone calls? It is crucial to focus your attention on the needs of your callers when they call you. When you are answering a phone call, let your focus be in the chat and do not emphasize your computer, colleagues at the moment. If you are faced with distractions, you can utilize a headset and write notes about the points raised by the callers.
TAKE PRECISE MESSAGES
If you are receiving a message on behalf of someone, ensure you tell the caller to spell his or her name and repeat the message so you can deliver a more accurate message.
AVOID THE USE OF A SPEAKERPHONE
Making use of a speakerphone is a sign that you are not giving proper attention to the call you are answering at the moment. It also makes the callers feel insecure as they may have an impression that another person is listening to their conversation with you. Always remember that speakerphones are meant to be utilized for conference calls. A headset is a better device if holding your phone seems a challenge to you during the conversation.
AVOID SAYING “PLEASE HOLD”
It is crucial to ask callers if they are comfortable with the idea of being placed on hold. You must avoid commanding them to hold as soon as their call is answered. An update must be available every thirty seconds to inform them that their patience is appreciated and someone will attend to them as soon as possible. Your callers should be offered an option to stay on the line or let someone call them back on their lines.
RETURN CALLS WITHIN ONE BUSINESS DAY
This factor plays a prominent role in the building of a vibrant brand image for your business. If you can return the calls within a short time, you have a better chance of winning more clients to your brand and winning their hearts as well as helping them resolves their issues.
TRAIN EVERYONE ELSE
Are you sure of the proficiencies of the other individuals who will answer your business phone calls? You must ensure any person who will answer calls on your home office number can answer calls professionally.
Having a unique website with colorful design and informative brochure is critical to your business; you must remember that it is also good to present your brand in a friendly manner to your clients. If you can maintain a high standard for your calls, your clients will be motivated to buy your products and services.
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