Phone Answering .. how hard can it be?
Answering your calls is important and is harder than you think. You have to have various skills to be a call handler, which is why some companies outsource a call handling telephone answering service to conduct the task on their behalf.
Here are some basic tips for phone answering:
1 -
Before answering the call the call handler should be well informed of the contact information and the demands of that customer. The call handler should have up to date technology in order to access information quickly whilst on the call.
2-
When answering the phone it is essential you answer in a relaxed manner and tone but maintaining utmost professionalism.
If you are busy at the time of the call try answering the call with a smile, this will be translated through the call and make your caller feel at ease.
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Never put the customer on hold for too long because this shows poor organisation and wastes the caller’s money. It will be more polite for you to take the details of your customer and call them back.
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The communication level between caller and employee should not be too informal, but you need to establish a boundary where you can both understand one another’s demands and communicate with ease.
6 -
Always ensure you have a follow up call with the customer to ensure everything is right on your part and during the order process, and that they are happy. Make sure you and the customer are on the same page, and all the correct information has been exchanged. This is the stage where you can clear up any concerns.
7 -
Do not hang up until you have received positive feedback from the customer. Sign off in the right way, politely and professionally.
8-
Your performance on this phone call is important as it reflects the company, you represent the company so make sure you do it professionally.
Here are some tips to help you:
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Speak clearly and don’t rush.
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Open with a happy and professional welcoming, 'Good morning 'name,' how may I help you?'
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Remember their name
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Also provide your name
