When answering a business call at the place you’re working at, it involves a much different approach than a regular, non-business call. When a customer calls your company, they will expect your undivided attention. They do not want to be kept waiting and they will want prompt answers.
When you answer a call warmly, courteously and in a professional manner, and they are happy with your products or services, they will generally come back with repeat business and referrals. For a business, the telephone is very often the first and only point of contact with certain customers. The telephone conversation could potentially make or break a business relationship. This is why so many companies make use of professional answering services.
As we all know, a first impression is lasting, and very often these first impressions are done over a phone, the customer will make an estimation of your business or services by how their conversation goes with the representative. If you are able to impress them, then you have allowed them to stop looking around. You have provided them with a reason and confidence to do more business with you.
Being prepared when taking a customer’s call will show that you are serious and that you want their business. By speaking incoherently and illegibly, speaking rudely, keeping them waiting for too long or playing music in the back ground could seriously damage you and the business’s reputation.
Telephone etiquette is extremely important in the more competitive industries, because if you aren’t doing it in the right way, the customer has other options to choose from. A basic part of customer service is telephone etiquette. Normally, a client calls back for repeat business because they feel familiar with how you and your business function.
If you are not courteous, knowledgeable and prompt, you are not giving them any incentive to come back.
At Dynamic Seminars we offer training seminars on many different topics which include telephone skills. To make a booking for you or your team, visit our website on www.trainbook.co.za.