When it comes to making any type of business practice successful, you must always remember that those most likely to provide potential clients with a first impression of your company, are your Telephone Receptionists. That is to say, if there is a less-than-satisfactory experience during a simple phone conversation, what are the odds of that person ever wanting to do business with you?
For the sake of your company and its reputation, it is extremely important for you to hire Telephone Receptionists who can exhibit proper phone etiquette. For those of you who are unfamiliar with what “phone etiquette” actually refers to, there are a variety of definitions. These can range anywhere from “A set of skills and attitudes used over the phone to sound interested and concerned,” to “Using good manners when talking to people.”
To give you a general idea of what we’re talking about, here are a few things to keep in mind when attempting to display good phone etiquette:
– Tone of Voice – Whenever you are speaking with a client, always make sure that you are conveying the information clearly and slowly. If the client has to continually ask you to slow down or repeat something, the
y are most likely going to do anything they can to not have to go through that again – which includes doing business with your company.
– Transferring Call and Putting a Client on Hold – If you need to transfer a call or put someone on hold for a minute, ask for their permission and explain why you are doing so. You may need a minute to gather the right files or feel someone else may be more helpful to them, but taking a minute to explain this to the caller may extend their level of patience.
– First and Last Impressions – Whether you’re aware of it or not, your first impression with a caller may begin before you even pick up the phone. You want to make sure that you are not making a potential client wait or feel neglected – which is why you should never let your company’s phone ring more than three times. Then once the conversation is over, always end with a pleasantry, such as “Thank you for calling”, and let the caller hang up first.
These are just a few examples, but what it all boils down to is the golden rule: treat others how you would want to be treated on a business call. If you have any further questions about answering services or what it truly means to have proper phone etiquette, contact A Personal Answering Service Inc. today.
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