6 Foolproof Phone Etiquette Tips For Business Owners

by Kristen White Blogger

Answering phone calls is an essential aspect of managing a business. Regardless of the nature of your business, it pays to understand the dynamics of quality phone etiquette. Mannerism, tone, and facial expression when answering a call can make or break your business success. It determines the customers’ experience to prevent them from going to competing businesses. Read on to understand the proper phone etiquette to expect from your receptionist.

Using an answering script

Answering your business calls should be done the same always. Regardless of the nature of your business, you need a script that the receptionist will use to answer your calls. The proper way to answer your calls should always include thanking the call for contacting your company.

Additionally, the receptionist should mention the name of your company to let the caller know they’ve called the right company. In addition, your receptionist should ask the caller to express their requests or inquiries. This format should be consistent with all your calls.

Avoiding interruptions

It’s very important not to interrupt the caller even when what they’re saying isn’t accurate. The receptionist should always allow the caller to finish their talking. Effective listening is necessary to allow finding an appropriate solution. The receptionist should let the caller finish talking by resisting the urge to even ask for account information. Hearing customers express their views will significantly make them feel good about your business.

Appropriate use of mute or hold button

After finishing the caller talk, the next step is to give an appropriate response. This might require getting off the line for a moment to get clarification or to ask a colleague. However, it’s very important not to just cover the speaker with a hand. This will let the caller hear irritating muffled whispers and sounds. Fortunately, a professional virtual receptionist will just use the mute or the hold button. This is a more polite way to let the customer stay on the phone as you respond to their inquiries.

Being friendly and professional

Another important aspect of talking on the phone with customers is being friendly and professional. The answering script mentioned earlier should guide the receptionist. The best way to address customers is by their last name or using Mister or Miss/Ms. With this, all customers will always feel more welcome to do business with your company.

Keeping customers informed

Most times customers call your business for inquiries regarding your products or services. Therefore, your receptionist should be well prepared to offer appropriate information the customers seek. Ensure that the receptionist has guidelines to follow when hanging up the phone. Giving appropriate solutions and all necessary details to callers with problems or inquiries is an essential aspect of running a business.

Smiling on the phone

This might sound obvious but it can’t be overemphasized. A smile is very important when speaking with customers on the phone. This is an essential aspect of offering quality customer service. Smiling has a significant impact on vocal tone leading to an infectiously positive attitude. Receptionists who answer the phone smiling have a better mood for a friendly attitude with customers.

Conclusion

The trick to getting the hard work of talking to customers on the phone off your shoulder is by hiring a professional.