Customer support is a job where answering phones is the mainstay of your work. Strong communication skills are often what make a frontline worker attractive.
It may seem obvious, but pick up the telephone and say, “Hello!” Answering professional calls is very different from answering personal calls. It is easy to make a mistake and speak to your customer so that you wouldn’t normally.
Phone Etiquette
1. Answer the call within three rings.
You should be available if your job requires you to answer calls 24/7. This means being focused and responding to calls right away. It is not a good idea to leave customers waiting for you to answer their calls or send them to voicemail.
This rule is easy to follow as long as you are always on your phone and alert, excluding breaks. We recommend that you respond within three rings to allow yourself time to prepare for the call and get into the zone. You might feel overwhelmed if you pick up the phone immediately.
2. Introduce yourself immediately.
You should confirm your call with the person you have called by calling the number. Personal calls can be started with a simple “Hello?” Let the caller introduce himself first. You want the caller to be able to tell if they have dialed the wrong number and who they are talking to.
Answer the phone by saying, “Hi, this [Your first name] from [Your business]. How can I assist you? You will greet your customer with warmth, which will encourage you to make a positive start to your call. Even if your customer is a frustrated college student ordering pizza, they will still appreciate your kindness.
3. Talk clearly.
Although phone calls are a great way to communicate with people who don’t like in-person interaction much, they require many communication skills. One, they can only assess you by your voice. They don’t have access to your body language or your kind smile.
Always speak clearly. You can project your voice clearly without shouting. It is important to be heard and not repeat yourself. A confident voice will make customers trust you more. If you are experiencing poor cell service or any other inability to hear or speak, please hang up immediately and return the call.
4. Use speakerphone only when necessary.
We’re all familiar with the difficulties of using a speakerphone. Because you can multitask, it’s much easier for you. However, for the other caller, it’s difficult and frustrating to hear through a crowd of Manhattan taxis.
Avoid talking on the phone and give your customers your full attention. It will be easier for both of you to hear each other and ensure that they are paying attention. Sometimes, you may need a speakerphone. This is the case when you attempt to fix a problem on the phone or during a conference call. Although a speakerphone is sometimes necessary, using a headset for hands-free communication is better.
5. Listen actively and take notes.
It’s important to pay attention to customers and listen to them during conversations. Listening actively means listening to what they have to say and responding based on their comments. This is different from using a script. This shows your customers that they are present and understand their problems.
It is a good idea to make notes during support calls. After a conversation, you will need to create a record. These notes will prove extremely helpful. This allows you to take down customer explanations and get on with problem-solving quickly.
6. Use appropriate language.
Language is a key distinction between personal and professional phone calls. While it might be okay to use swear words and slang when speaking on the phone with friends, this can lead to losing a customer.
When you are on the phone, be respectful and mindful. Customers may be offended by what you say, so it’s best not to speak casually. You can use humor when necessary, but you should never make a joke that could cause upset among customers.