For many businesses, communicating via the telephone is an important part of business operations. To ensure that your business is setting the right tone, there are certain practices that should be followed when speaking with customers on the phone. Here’s a few best practices that all employees should implement into their workflow processes.
Nail the Greeting
When answering the phone, the greeting should have four key elements: the initial greeting, the name of the company, the name of the person answering the phone, and an offer of service. A good example of a proper greeting is, “Good evening, Reliable Voice & Data Systems. This is Linda, how may I help you?” This greeting will give the caller all the information they need to address their reason for calling.
Avoid Sounding “Sales-y”
No one wants to call a business to hear a long promotion that takes longer than 10 seconds to listen to. Not only does this come across as pushy and a waste of time, but it can catch the caller off guard and cause them to become annoyed or forget what they were thinking. If you would like to convey a promotion to the caller, let them know later on in the call.
Be Sincere
Answering the phone with a monotone voice and a scripted greeting can sound insincere. To come across as more authentic, sit up straight and smile before beginning to speak. You should also switch up your greeting so it sounds more natural. Change the initial greeting depending on the time of day, or your wording for when you offer your assistance.
By making a few adjustments to how you answer your phone, you’ll start every conversation off on the right foot! Not only should you speak on the phone in a certain way, but you should take advantage of advanced telephony technology like VoIP. When considering making the switch to VoIP, contact Reliable Voice & Data Systems. To learn more or to schedule a free estimate, give us a call at (877) 385-6657.
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