10. Always check with the caller every 20 to 60 seconds when you place them on hold and if you know they’re going to have to hold for too long take their details and call them back once you can continue with the call.
Most people have experienced being placed on hold and feeling close to giving up and hanging up. Allot of people will just get fed up and hang up. Even if the caller is happy to hold they may change their mind. They may prefer to speak to someone else or to just leave a message. This is why you have to keep checking on the caller.
Answering the phone with a simple hello! or good day! is definitely not enough. The caller should know whom he or she is talking to without having to ask. Isn’t it easier to engage in a friendly conversation when you know whom you are talking to? Don’t you find it frustrating to realize that you have been talking to the wrong person or have been connected to the wrong department and realize that you will need to repeat everything all over again? A pure waste of time for everyone involved.
Hi its Sean from Frontline Telephone Answering Service with your next addition to the basics on answering calls.
8. Always listen attentively …
Most people will usually share more information than is actually necessary. In listening attentively and giving the caller your full attention you will gather much needed information to better serve as well as better connect with the caller. This never fails to impress. Everyone loves to feel listened to.
Hi it’s Sean from Frontline Telephone Answering Service with your next installment on the basics on answering calls
7. Always offer to call back or take a message after checking the third time …
Rather than keep a caller on the phone for an unnecessary amount of time take their name and number and call them back once you are able to give them the information that they need. If you’re doing a booking and you’re not sure if a product is available, call them back when you have confirmation whether you can continue with the transaction.
Hi it’s Sean from Frontline Telephone Answering Service with your sixth installment in call basics.
6. Always attempt to get the name of the caller and use it as often as you can during the conversation…
By simply remembering and using a caller’s name you will establish an in depth and generally a more pleasant relationship with the caller.
Hi everyone! It’s Sean from Frontline Telephone Answering Service. Just thought I would inform you that we have not been effected by this horrible cold weather! If you or someone you know is having problems with the snow getting into work and worried you’ll be losing calls and more importantly MONEY call us at Frontline Telephone Answering Service on 01489 866 630.
We are based on the South Coast and have not been effected by the snow!!! In fact we have a number of measure to ensure that our staff get in, if the worse does happen.
Hi its Sean from Frontline Telephone Answering Service with your fifth installment on the basics when answering calls.
5. Always interrupt whatever you are doing prior to answering the telephone …
By doing this you can give the caller your full attention. Although multitasking is a good skill it does not sound very good on the phone when you try eating food. Likewise if you are playing on games or writing messages to colleagues you may not remember exactly what has been said and have to ask the caller to repeat details that have already been given. The biggest question that you should ask yourself is Would you neglect a customer that is standing in front of you?
I would also like to add that we have not been effected by the snow unlike other areas of the county. like at the beginning of the year with the snow we are still here answering your calls!
Hi its Sean from Frontline Telephone Answering Service with your fourth installment on the basics on answering calls.
4. Remember to remain courteous, polite and professional at all times! – NO MATTER WHAT
If a caller is in a bad mood or high rate, you’ll have less chances of changing their mood by getting into an argument with them. To change the callers mood you need to remain courteous, polite and professional! By doing this you can control the call by getting the caller to calm down, then you can address the callers problem.
Never forget that callers have options in terms of alternate services and products. Which means the way that you treat your customers has a direct affect on new and existing business. Especially if the caller is not happy with the level of service provided by you and decides to tell other people about their experiences.
Hi everyone its Sean from Frontline Telephone Answering Service. I thought I would update you on how the puppies are going. Firstly the pups are now walking instead of doing their army crawl. Secondly the pups can open their eyes which means their not bumping into things as much. Thirdly the pups have started to eat proper food which is a very messy process!!
As I did not update you last week i thought I would upload 2 videos to make it up to you. The first one is the pups eating for the first time.
The second video is the pups walking or at least trying to Hope you enjoy!
Hope you enjoy!
