When was the last time you had a negative experience when calling a business? Perhaps you had minor frustrations with the person on the other side of the line. Maybe you had such a horrible experience that you vowed to never do business with the company ever again.
If you’re a business owner, you probably know how imperative proper phone protocol and thoughtful call answering is to your business. A good phone call can make a current client even happier (which might prompt them to tell their friends and clients about you), and it can even garner new prospects to use your services in the future.
We at Answer Midwest have been making ongoing investments in training, quality service, and the latest technology to ensure that we provide the highest levels of customer service possible. Throughout the years, we have found the real “secret” to our success in providing superior answering services, which can be boiled down to the following three phone answering components:
Smile Through the Phone – Believe it or not, a caller can sense your mood through the phone within the first few seconds of the call. Everyone is allowed to have a bad day once in a while, but remember that your bad day is not the caller’s fault. Each time the phone rings, answer it with a smile. Your caller can’t help having a positive experience with you, and the experience will reflect as a positive experience with your company! Making the effort to answer each call with a good attitude and a happy demeanor will go a long way toward building a positive image for your company.
Be Helpful – When a client or prospective client calls you, they should be able to sense that your main goal is to be as helpful as possible in addressing their needs and answering their questions. Most phone calls go well beyond the simple “yes” and “no” answers, and many times callers don’t know the exact questions to ask to get what they’re looking for. Meet them halfway by asking frequent questions such as the following:
- How can I help you today?
- What else may I help you with?
- Have I addressed all of your needs?
- Were my answers helpful to you?
These probing questions will often reveal additional information that will enable you to serve the caller even more efficiently. They will also appreciate your genuine interest and persistence in solving their issues.
Focus on Each Caller 100% – Remember how you feel whenever you try to call a company and feel like you’re just an annoyance? Try to keep this feeling in mind when you’re answering the phone. No one wants to be “processed,” and few things are more irritating than calling a business in which you can instantly tell that they are reading from a script that will be read to countless other callers during the day. Instead, give each caller your 100% focus and make your responses to their concerns or questions genuine. The voice on the other end of the line is an individual with his or her own problems and questions. When the phone rings, do all that you can to put all other distractions and business to the side and give them your undivided attention.
These principles are simple in action, yet so many organizations can easily overlook them and ultimately wind up losing business in the shuffle because of it. Don’t be one of them – take action and incorporate these principles into your phone answering procedures today!
If you’re too busy to dedicate time to answering your phone, don’t worry! Just call us at (618) 463-2430. We pick up every time and are dedicated to providing your callers with customer service that’s second-to-none!