Answering Service Phone Etiquette

Answering Service Phone Etiquette

You may be asking, “What is phone etiquette and why do I need to worry about it?” Well, if you are a small business owner, or work for any business, it’s extremely important for the success of the company. Phone etiquette is knowing how to politely and courteously gather information from your callers.

You may be asking, “What is phone etiquette and why do I need to worry about it?” Well, if you are a small business owner, or work for any business, it’s extremely important for the success of the company. Phone etiquette is knowing how to politely and courteously gather information from your callers. This may sound like a simple task, but for many people it is an art that has yet to be mastered. Try to think back to a call where you were the customer. How did you feel during and after the call? Did the person on the line seem helpful? Did they seem to be knowledgeable? Or did it seem like the call was a complete waste of time? Depending on how you answered these questions, you may or may not have dealt with someone using proper phone etiquette.

Many times the phone is your company’s first interaction with potential customers, or it may be the main form of communication with established customers. Whatever the case, phone etiquette is an integral part of any business; it can make or break your business. When proper phone etiquette is used, your callers feel that they are being heard and that your company is an expert in its field. However, callers who receive rude phone service may immediately ask themselves, “Why am I doing business with this company?” For any business, let alone a small or new business, this is a very dangerous question, especially when there is a great deal of competition. You may be asking yourself what you need to do in order to ensure your customers do not start asking this question. Well, the answer is simple. Answer the phone as quickly as you can, never rush your caller, ensure that you are taking accurate information, and remember that “May I” makes a big difference.

You may be thinking that this is an impossible task, especially if you are a small business owner. A full-time receptionist is too costly and as the owner you have to worry about more than just answering the phones. A smart, cost effective solution is to hire your very own answering service. One that never takes a sick day and is always available and happy to answer your calls; including nights and weekends. One that is professional in all situations. One that demonstrates excellent listening skills and gives confident well thought out responses. One that is trained to follow proper phone etiquette. It may seem impossible that a company like that can exist; however, VoiceNation Live’s answering service gives all of the above and more.

With the fastest pickup time in the industry, VoiceNation Live operators will generally answer your calls on the first ring. It may seem insignificant, but many customers truly appreciate promptness, even if it’s only concerning how long they are waiting to hear that first “Hello”. Once the phone is answered, VoiceNation Live operators take on the task of subduing upset and irate callers as well as ensuring that happy callers are extremely impressed by the end of the call. VoiceNation Live operators accomplish this by always remembering that not only does “May I” make a big difference, but also it’s not just what you say but how you say it. For example, how would it make your feel if, as a caller, the first thing you heard was: “Thank you for calling. What’s your name and number? Ok what seems to be the problem?” It probably doesn’t upset you, but it also probably doesn’t make you feel valued. Now, pretend you are the caller once again: “Hello! Thank you for calling. May I please have your name? And may I have your phone number just in case we’re disconnected? Thank you, [Mr./Ms. name], how may I help you today?” If you were the caller and this is how you were greeted you would probably be very pleased. Now think of that same greeting and imagine a friendly, energetic voice that projects a smile. VoiceNation Live operators are always friendly and the caller is always made to feel that they are a valued customer. This is accomplished by addressing your callers by their name throughout the phone conversation and by verifying all information. VoiceNation Live operators understand that verifying your callers’ information is extremely important to the success of your business and that your customer would be very upset if his name was Tom Brown but he received a return call asking for Tim Bowen. Or, if the message contained an incorrect phone number and you were unable to return your customers’ call; your caller would probably feel that they are being ignored and that you do not need their business. VoiceNation Live understands that accurate messages are a top priority for any successful business. VoiceNation Live operators are excellent because they understand not only are the big things important, but also that it’s the little touches that create a lasting impression.

Help your business grow and leave a smile on your customers’ face. Call VoiceNation Live to get set up with your very own friendly receptionist.

 

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