Like driving a car or making a cup of tea – answering the phone is something that most of us do automatically. It rings, we answer it. Often with little thought as to what impression is being created.
What you say and how you say it, however, can have a huge impact on the person calling and ultimately on your company, reputation, customer satisfaction and success. Researchers have found that we only get seven seconds to impress someone when we first meet them. And that’s in person. Over the phone – with no body language or visual cues to help – this window is even smaller.
So how can you make a brilliant impression and ensure callers put the phone down happy? Here are our 10 top tips when it comes to handling customer calls.
Say it with a smile
You’ve no doubt heard this before, but it is undoubtedly true. The effects of smiling while you speak are more than just psychological. A smile is audible to the person at the other end of the phone. There is a warmth and energy that you can feel, and it’s crucial to ensure your tone mirrors the positive words that you are saying.
Treat every caller like a VIP
Ask yourself this question – how would I speak to a caller if I knew they were going to spend £1m? The answer should be how you aim to speak to everyone. It’s about rolling out the red carpet, making them feel like a VIP. Impressing them so much they can’t wait to go away and tell a friend how brilliant you are or leave looking forward to working with you. I think most people would admit that this doesn’t always happen, but this should be the ultimate goal for every call.
Be positive
Always focus on the positives and what you can do for a caller, rather than what you can’t. For example, there may be times when you aren’t able to resolve an issue or answer a question right there and then. That’s fine, but stay positive and make it clear what you can and will do for them. Commit to what you are saying, sound confident and positive.
Be available
It might sound simple, but so many businesses fall at this first hurdle. Moneypenny research has found that most people will give up on waiting for a call to be answered if the phone rings more than six times. That’s a lot of potential business you could be losing or customers left feeling frustrated if you aren’t there to answer the phone. Think about the plans you have in place during busy periods or out-of-hours.
Clarity is key
We all have a ‘best’ telephone voice, and while no-one would expect you to sound like an extra on The Crown, it is important to be professional and speak clearly. Think about what is appropriate for your business and industry– and as a general rule, avoid any slang and jargon.
Consistency
Ask yourself the following question – is the level of service callers receive the same every time the phone is answered? Consistency and reliability fosters trust, and helps to build that all important bond between a client and business. A client or customer should never hang up the phone thinking ‘that wasn’t my usual standard of service’.
It’s all in the greeting
In a survey of 300 businesses Moneypenny found that callers who were greeted with a curt ‘hello’ perceived the company as unprofessional, off-putting and even rude. Three adjectives that no business wants to be associated with. Choose the words you use to answer the phone carefully and opt for a greeting that is positive and proactive like ‘good morning/afternoon, how can I help?’.
Be a god/goddess of first impressions
The minute you answer the phone, the person at the other end starts to build an image of you. Be efficient, confident, enthusiastic and helpful. If you’re relaxed and enjoy speaking to callers, this will shine through.
Always over deliver
If you need to follow up a call, make sure you do as you have promised. Not only will it impress callers that you’ve delivered on your word – it’s surprising how many companies fail to do this – but it will show them that you have taken their call seriously and that they matter to you. Wherever you can, go above and beyond their expectations.
The art of keeping calm
It’s never nice having to deal with an angry caller. If the situation is handled well, however, you have a golden opportunity to turn a negative encounter into a positive one. So let them talk and then listen, listen, listen. They need to feel heard and know that you’re on their side. Use calm, objective wording and be empathetic. Work out how you can present them with a solution to their problem.
Check your facts
Be it forgetting to call someone back, misspelling their name or jotting down the wrong digit in a phone number, there’s no surer way to lose a customer’s trust – not to mention potential business leads – than to let them down. So once you’ve made a note of any details, take the time to read them back and make sure they are correct. You can put the phone down happy you have the correct details, and the caller can leave the conversation feeling assured their message will be passed on correctly.
Stephanie Vaughan-Jones is commercial manager at outsourced communications specialist Moneypenny.