A lot of business administrators turn to us whenever they are overwhelmed by customer calls and queries, and we are always happy to step in, especially at peak call times when their switchboards might be struggling. But have you ever wondered how our employees engage your customers? That might sound like a trivial issue but […]
A lot of business administrators turn to us whenever they are overwhelmed by customer calls and queries, and we are always happy to step in, especially at peak call times when their switchboards might be struggling.
But have you ever wondered how our employees engage your customers? That might sound like a trivial issue but it matters to every employer and employee who wishes to succeed.
You never know when you might be required to receive an important business call. If such a time ever comes, you have to know the proper etiquette.
To be clear, no one expects you to perform as effectively as one of our professionals. But you can still get by if you use one or more of the following tips:
Do not keep the caller waiting. Of course, you cannot always prepare for every situation and there is no way for you to make sure that the phone is always within easy reach.
That being said, so long as it is within your ability, do not let the phone ring more than three times. Yes, every call center you have ever attempted to reach probably kept you waiting for several dozen seconds, if not minutes.
But if you want to stand out, if you wish to show your clients that you run a professional outfit, make an effort to be different. Show them that you are always ready and alert to interact with them.
This can get tricky. What is the proper tone for a business conversation? Well, first of all, you need to sound warm and enthusiastic. Make the caller feel welcome. Do not let any of your anxiety bleed into your voice.
The caller can’t see you. So regardless of any panic that might be assaulting you, make sure that your tone of voice paints a confident image.
Keep your volume moderate, neither too loud nor too soft. Try to remember that your interaction with the caller will inform their vision of the company. Do not give them any reason to doubt the credibility of your employer.
One way to project a tone of confidence is to sit upright. Some people will stand. A poor posture tends to encourage a poor tone. Fight the urge to lean back when engaging a caller.
‘Hello’ is a polite greeting for most occasions but it isn’t courteous enough for business calls. You need to identify yourself. Tell the caller your name and your company’s name. Then proceed to ask the caller how you might help him or her.
If your caller has to ask whether or not they have reached the right company, then you have failed in your introduction.
Everyone understands the importance of avoiding abusive and aggressive language. You should always meet even hostile callers with polite and controlled responses.
However, it is also important to avoid slang, buzzwords and filler phrases. They make you sound less professional.
There is such a thing as a proper way to speak when taking a business call.
When a caller gets through to you, make sure that they are your only point of focus. Do not let conversations with other people interrupt you. Ignore every tap on the shoulder or wave that attempts to draw your attention to distractions in the vicinity.
If you cannot avoid the interruption, then politely inform the caller that you need to be excused. Any attempt at holding a conversation with the people around you when you’re on the phone with a caller is considered rude and unprofessional.
Fielding business calls isn’t easy. There are at least a dozen more considerations you have to keep in mind, which is why you might be better off leaving the heavy lifting to us.
For any questions, call us free on 0800 357 678 or see our Contact Us page.