Quick guide to phone etiquette
Delivering outstanding customer service requires first-class phone etiquette. In this quick guide, the experts at Best Reception cover everything you need to know about answering calls professionally.
What is phone etiquette?
The basic idea behind business phone call etiquette is to engage with the caller respectfully. Your intention is for the caller to leave with a positive impression of your company.
Picking up the phone is often the preferred method of first contact used by customers. That means it is essential that they receive a friendly, professional response – you might never get the chance to repair a poor first impression.
Successful businesses treat every call as an opportunity to impress a new customer, preventing them from seeking a competitor. Practicing a high standard of phone etiquette is also a key strategy for building long-term relationships with existing clients – boosting sales and customer loyalty.
Statistics show that poor phone etiquette is a serious risk for any business. Customers will simply go elsewhere if their calls go unanswered and messages are not acted upon.
How to answer telephone calls professionally?
The qualified virtual receptionists at Best Reception have compiled the following tips for businesses who want to learn how to answer a call professionally…
- Answering promptly
Answering calls immediately is the first step to ensuring your callers feel valued. Don’t leave customers waiting or ask them to record a voicemail – adopt a system so that there is always someone ready to reply promptly and professionally.
- Avoid using speakerphone
Answering calls on speakerphone makes life easier when you are busy with another task. However, it can leave the caller with a bad impression if they can hear lots of background noise. Give your caller your full attention by avoiding the speakerphone and it will make it easier to hold a professional conversation.
- Introduce yourself
Let the caller know they have reached the right number by confirming your business name when you answer. Provide every member of staff with a guide for picking up the phone, for example: “Good morning, this is [first name] from [company name]. How can I help you today?”
- Listen and make notes
There is an art to listening to customers. Don’t treat everyone the same, make sure you listen to their needs so you can make a suitable response. Making notes means you can make a record and act upon the information quickly, without the need for further clarification.
- Speak slowly and clearly
Not everyone likes making phone calls, so putting the caller at ease is a priority. They will judge your business on your communication skills, so speak clearly without shouting. Be confident and build trust by offering them your support. Check that your volume isn’t too loud for the caller.
- Use professional language
Understand the difference between a professional and personal tone of voice. Good business phone call etiquette means avoiding slang words – being respectful is the name of the game.
- Dealing with complaints
We all have bad days, but you cannot let your guard down when speaking to a customer. Don’t be rude or short on the phone, take a deep breath and answer in your usual friendly manner. This is particularly important when dealing with a customer complaint – listen to what they have to say and try to convert them into a loyal customer.
- The honest approach
When you talk to a caller, be prepared for a tough question or two. Rather than fobbing them off with a vague answer or false promise, admit that you can’t offer an immediate solution. Arrange for a convenient time to call them back to give yourself time to find a more detailed answer. Even if you cannot help them, the caller will respect your honest approach.
- Ask before holding or transferring calls
Everyone hates being put on hold for extended periods of time, so this must be used as a last resort. Ask the caller if they would prefer to arrange a call back rather than waiting on the phone. If you need to transfer the customer to someone else, always ask permission first and ensure your colleague is available to take the call.
- Follow up and reply to messages
Good customer service means checking and replying to messages as soon as possible. Regular checks during the day will hopefully ensure your customers don’t call your competition. It only takes a few minutes to check your messages and you could bag your biggest client.
How to handle difficult callers
We understand that not every call is a positive one, so how should you handle difficult callers? The golden rule is that bad news travels fast, so you need to stay professional and use the following tips before everyone gets to hear about the complaint.
- Efficiency: people use the phone because they want something done quickly, so don’t disappoint. Have systems in place allowing your people to escalate issues for immediate resolution.
- Listen: hear the full complaint so you understand the problem. Letting the caller talk will calm them down, and buys time to devise a solution. Make notes and ask questions when they have finished speaking.
- Say sorry: don’t be afraid to apologise once you understand the issue. If a genuine mistake has been made make a sincere apology, to get on the caller’s side. Offer support and work together to solve the matter.
- The solution: review your notes so you fully understand the facts. If you cannot help immediately, don’t make false promises but explain what you need to do next. Either put the caller on hold and consult a manager, or arrange a time to call them back.
Virtual receptionists are phone etiquette experts
Research has shown that 88% of customers prefer voice calls with a human being, instead of navigating an automated phone menu. Having UK based receptionists to manage complaints professionally is one of the main benefits of using a call-handling package from Best Reception.
Since 2006 our virtual receptionists have been supporting businesses that need an affordable, external solution to dealing with incoming calls. Whether you are a sole trader or expanding SME, our UK-based team provides three call-handling services:
Telephone answering service
Virtual receptionist/appointment booking
Outsourced call centre
Best Reception has a range of cost-effective packages for businesses requiring extra support, with no upfront fees. Our pricing is clear and transparent, with no extra costs or confusing contracts.
If you would like to invest in customer service, while reducing complaints, our fully trained virtual receptionists can manage your incoming calls, so you can focus on your business. Callers will not be charged for ringing you, and your calls can be transferred to any UK landline or mobile number.
Offering outstanding value, a Best Reception call handling package includes a FREE virtual number.
