Top Telephone Answering Tips
4/11/2013 11:20 AM
Your Customer Service Representatives should be equally polite and courteous to everyone who calls your establishment. . .
Your customer service representatives’ should be polite and courteous to every single person who calls your establishment, no matter what the purpose of the call is. Just because someone is not a paying customer is no reason for your customer service representatives to be any less polite and courteous. Keeping this in mind is very important because the person or someone he or she knows may one day become a paying customer, that is, if your customer service representative wins over said person by making him or her feel welcome. There are several reasons why someone might call your hospitality establishment – to get some sort of information, to make a reservation or place an order, to inquire about a job opening, to conduct employment reference check or employment background check, to sell a product or service, to obtain data for a study or survey, to lodge a complaint, etc. No matter what the purpose of the call is, your customer service representative should entertain the call with utmost politeness, friendliness, and professionalism.
Your customer service representatives should answer the telephone as soon as possible. . .
It is important that your customer service representatives answer a call as soon as the telephone rings. Leaving the telephone ringing for a long time is not only considered a bad manner, but it is also bad for business as you risk losing valuable customers to a competitor.
Your customer service representatives should greet the caller enthusiastically. . .
Your customer service representatives should deliver an enthusiastic greeting. Greeting holds a key position in any kind of hospitality training involving customer service provided via telephones as greeting is critical in making a positive first impression on the caller. Remember, the greeting sets the tone for the entire call. You can customize the greeting your customer service representatives’ use, depending on the individual requirements of your hospitality establishment.
Your customer service representatives should use the caller’s name as frequently as is naturally possible. . .
Using the caller’s name as frequently as possible is a great way to make the caller feel valued. However, your customer service representatives should always address a caller by the name he or she uses at the time of introduction. For instance, "Mr. McCarthy" or "Andrew" or “Andy”.
Your customer service representatives should not place callers on hold. . .
Your customer service representatives should try not to place callers on hold unless absolutely necessary. If it is absolutely necessary to place a caller on hold, they should seek their permission before doing so, and even then place them on hold for no more than half a minute. If your customer service representative is unable to get back to them after this time, he or she should speak to them briefly, apologize and then ask if they can hold a little longer.
Your customer service representatives should speak clearly. . .
It is very important that your customer service representatives speak clearly and choose their words carefully. They should avoid using slang words and use polite expressions when speaking.
Your customer service representatives should refer callers they are unable to assist to a superior. . .
It is very important that your customer service representatives refer callers that need assistance that is beyond the scope of their knowledge, training, and experience to a superior. Doing so greatly prevents situations that result in upset or dissatisfied customers, which can be very bad for business.
Your customer service representatives should bid callers farewell in an enthusiastic manner. . .
Before ending a call, your customer service representatives’ should thank the caller and bid them farewell in a pleasant and enthusiastic manner.
By putting the abovementioned tips to use, you can greatly improve the service your customer service representatives provide via telephone. Well, that’s it for this blog post. Please share your thoughts with us by leaving a comment.