When you are dealing with a customer, you are representing your brand. So, how that conversation goes decides the brand image you are putting in your customer’s mind. In order to leave a positive impression, you need to focus on phone etiquettes. They are often unspoken rules but expected from professional businesses. They increase the quality of customer service and boost your success rate.
Before they confuse you more, they are not much different from regular etiquettes. It is all about just showing respect to your customers, to make them feel like they are valued and their thoughts and needs matter a great deal. This comes naturally to some people, but to run a business, you will need to invest in a solid phone service like Spectrum voice and initiate proper phone call training for your customer support team.
Top Rules of Phone Etiquettes to Keep in Mind
We have compiled a list of phone etiquettes, which will make it easier for you to draft your training protocol that will, in turn, ensure that the service provided by your company is second to none!
Be Consistent In Introducing Yourself
Have you ever dialed a popular brand’s customer service number, wherein the agent greeted you with just a plain old “hello?” Our guess is no because every professional business knows that a strong concise introduction asserts the credibility of the company and lets the customer know that they are talking to the right people.
No one likes to waste their precious time. Phone callers just want to get straight to the point. Nevertheless, they would also like to be met with warmth. Keeping that in mind, you should form a few introductory sentences that will encourage positivity from your side. For example, your support team could say something along the lines of, “Thank you for calling (insert company/organization name). This is (name). How may I help you today?”
While dealing with customers on a phone call, you should keep in mind that the “customer is always right”. This would go a long way. You should avoid jumping into the conversation and let them finish their train of thought first.
If you feel like they are being difficult, you can refer them to your manager but never interrupt them. It is good to wait briefly to make sure that they have finished.
Always Listen Attentively and Watch Your Tone
Project your voice confidently and clearly so that the customer understands everything properly. Never use an overly familiar tone like that you use with family and friends. Your conversation should always maintain its professionalism, which means no jokes or casual remarks. Be mindful of your volume, as well.
Customers want to be heard, so avoid engaging in any distracting activities while being on the call. Carefully listen to their complaints and concerns. This will earn you their respect.
Another way to resolve customer concerns fast is to makes notes of your conversations with the customers. This will help you in understanding what the major concerns of the majority of the customers are and how to address them in the best way. You can be better prepared for your next conversation, as well. Moreover, this will also allow you to pay maximum attention to the task at hand.
Jotting down all the elements of their concerns will enable your company to improve its services to avoid getting any such complaints in the future.
Remain Cheerful Throughout the Call
On calls, you can only hear the voice of the person on the other end of the line, but even from that, you can detect their mood. So, always smile while attending the calls because customers can hear a smile. Honestly! It was probably the last thing they wanted to do, i.e. spend time on the phone talking to customer support. So, why make an already irritated customer sourer?
Your optimistic words and tone will turn a failing phone call around.
Never Let the Call Go To Voicemail
No one likes to wait. So, always answer the call within the first three rings to show customers that they are a priority. Avoid being flustered and answer calmly, but if they had to wait because of some reason, remember to apologize first for the inconvenience.
Learn To Deal with All Customers
Dealing with angry customers is a bit tricky, but once you learn the trick, it won’t be a problem anymore. An angry customer just wants to let off some steam. Always listen patiently and then make them feel understood. Just by saying “how awful”, “we understand”, “you have a right to be upset” or “we apologize from our side” will calm them immediately.
If you can’t find the solution to their issue, inform them that you will be referring them to another representative who will work on it with them.
Ask For Permission Before Putting Them On Hold or Before Transferring Their Call
It is always polite and respectful to ask for the caller’s permission or inform them that their call will be on hold or they will be transferred to another member of your support team or department. They will know what to expect and you will be off the hook.
When you are a frontline worker who is dealing with customers all day, then it is a necessity that you have strong communication skills. It will make sure that you provide a great customer experience. You always have to be on your A-game to guarantee customer satisfaction while maintaining brand professionalism.