Call Center Tips: Dos And Don'Ts For Good Phone Etiquette
Every single call that comes into a business is critical, as it could be a current customer that needs assistance and wants to be reassured that things are being handled for them, or it could be a potential customer who is interested in obtaining information about a particular service or product. Whatever the case may be, each call and each customer is valuable. Therefore, it is crucial that the call center that is handling your phone calls practice good phone etiquette. Here are a few dos and don'ts that you may want to stress as important:
Do Put a Smile on Your Face Before Answering.
Even if you don't have a real reason to smile, a fake smile works just as well. In fact, a full-fledged smile can change activity in the brain that directly corresponds with a better mood. Since putting a fake smile on your face can actually help change your emotional state, you can experience an improved mood and even alleviate some of your stress, all while expressing to customers that you are happy and ready to help them in their time of need.
Don't Eat or Drink While Talking.
It is fine to take a small sip of water if your mouth feels dry, but you do not need to take a giant swig of your favorite beverage while on the phone. If you need to take a drink, even if it is a small one because you have been on the phone for an extended period of time, mute your headset so that the customer doesn't hear. As for eating, you may be enjoying that hamburger or bite of salad, but it's a guarantee that your customer is not enjoying listening to you do so.
Do Practice Your Enunciation.
Enunciation is just a fancy word for speaking clearly. When you are going to be on the phone with customers, they need to be able to clearly understand what you're saying to them. To help with this, you will need to make sure to stress the syllables. along with the vowel and consonant sounds when speaking. You would be amazed at the difference that this makes, especially when the connection may not be ideal.
Don't Multi-Task with Other Job Duties.
While it may be true that you have been assigned several tasks to complete for the day in addition to answering phones, it is crucial that you are not performing these other tasks when on the phone with a customer. The person who has called in to the company should have your full, undivided attention. Your other tasks can wait until you've helped the customer on the phone.
Do Be a Good Listener.
Customers are calling in because they need something. They may want to purchase a product or service, need emergency service or need expert technical assistance. Whatever the case may be, you need to listen to them. From the moment that you pick up the phone and give your greeting, you need to give 110 percent to the person you are on the phone with. Listening will help you capture the details that will potentially help you solve their problem, and it will give you insight into the urgency of the call, their mood, or other things affecting the call. Contact a call services company, like A-1 Message Center, for more information.