The phone answering business can be gruelling. You are saddled with the needs of both the customers that hound your lines and the companies that hired you to represent them. In that regard, if you’re struggling to find your footing, you should know that you wouldn’t be the first. That being said, your customers don’t […]
The phone answering business can be gruelling. You are saddled with the needs of both the customers that hound your lines and the companies that hired you to represent them.
In that regard, if you’re struggling to find your footing, you should know that you wouldn’t be the first. That being said, your customers don’t care about your struggles. They expect excellence at all times and you have a responsibility to exceed those expectations.
In most cases, you can survive by simply keeping the following in mind:
As a virtual receptionist, customers expect you to offer them a friendly service. They want you to be warm and welcoming. However, there is such a thing as being too warm and too welcoming. You should always keep things professional.
Fight the urge to take an overly casual tone in your interactions with customers. Keep the conversation focused on the queries of the customer and the offerings of the business you represent.
The easiest way to annoy customers is to keep them waiting. One or two rings are acceptable. But you shouldn’t exceed the third ring. Even if your customers are not particularly concerned with the promptness of your service, you need to hold yourself to a higher standard.
Be ready to answer each call the moment it comes through. Identify the number of rings that you think are appropriate for your service and stick to them. Your customers will notice your prompt service and they will appreciate it immensely. Callers pay closer attention to such matters than call agents realise.
Telling a virtual receptionist to be prompt doesn’t always end well. Sometimes, it compels them to panic and that makes their interactions with customers chaotic. Before you pick a call, take a deep breath. The exercise sounds simple but it will enable you to centre yourself.
It will also encourage you to speak naturally. Customers can always tell when the person they are talking to is tormented by anxious energy. Learn to pace yourself. The more controlled you are, the more controlled the conversation will be.
Callers do not make our work easy. They talk more than is necessary without ever saying exactly what they mean. So you might be tempted to let your mind wander. Even worse, some virtual receptionists try to multitask. They will attempt to tackle other jobs even as they engage the caller over the phone.
This rarely ends well. You need to give the customer your full attention. Listen to every word they say so that you can discern the true purpose of their call. If a caller realises that you’re distracted, they are going to take offence. If you keep asking them to repeat themselves, you are going to anger them. You are better off giving each call the focus it deserves and waiting to tackle other tasks once the customer hangs up.
Virtual Receptionist work is hard but it isn’t complicated. We do it every day, so you can trust our wisdom. Most customers just want a friendly, relaxed, and professional exchange over the phone, and that’s what we give to them.