Phone Answering and Etiquette Guide

Despite the increase in email and electronic communication, the most critical sales and customer service decisions are still made over the phone. Why? Because people do business with other people. People appreciate the trust and rapport from physically speaking to another human being.

Call handling is not just important; it's crucial for any business, especially for small and medium-sized enterprises. For instance, imagine a small business that receives a call from a potential customer who is interested in their product. If the call is mishandled or not followed up, the business could lose a valuable sales opportunity. While large companies can afford fully staffed call centres with extensive training programmes, smaller businesses often rely on a single receptionist or need more specialised call handling staff.

People are busy with their primary roles, so phone calls are missed or given only partial attention. In a small business, the person nearest the phone is not always the best-equipped person to answer it, and very few SMEs have defined systems or processes for handling inbound calls.

This is a problem for several reasons:

Missed calls and poor service result in lost sales
Advertising and marketing spend is wasted as calls are mishandled or not followed up
Customers are lost as enquiries are not resolved accurately or promptly
Customers get the impression that the business does not care about their phone calls, damaging your professional reputation

This comprehensive guide is your key to unlocking the potential for more sales opportunities, improved customer retention, and enhanced brand reputation. It empowers businesses like yours to provide better phone service, a crucial aspect of your operations.

1. Use a professional call handling service

Our first suggestion is to consider using a professional call handling service like Answer4u.

Using a call handling service does not mean giving up control of your phone calls; you can still take calls yourself when available. However, a call handling service can be extremely helpful in supporting you during busy periods, such as when your team is overwhelmed with customer inquiries, or for answering calls outside of regular hours, like on weekends or during public holidays when your office is closed.

What are the benefits of using a professional call handling service?

Expertise: Professional call handlers are trained to efficiently handle customer inquiries, ensuring high service levels and customer satisfaction.
Scalability: Call handling services can be scaled up or down based on your business needs. For instance, we can allocate more call handlers to your service during peak seasons to ensure all customer inquiries are promptly addressed. Conversely, during slower periods, we can reduce the number of call handlers to optimise cost efficiency, providing flexibility during busy periods or staff shortages.
24/7 Availability: With round-the-clock support, customers can receive assistance anytime, improving responsiveness and enhancing the customer experience.
Focus on Core Tasks: Outsourcing call handling allows your team to focus on core tasks and strategic initiatives, increasing productivity and efficiency.
Cost-Effective: Outsourcing call handling can be more cost-effective than hiring and training in-house staff, saving on recruitment and operational costs.

What are the benefits of using a professional call handling service?

Expertise: Professional call handlers are trained to efficiently handle customer inquiries, ensuring high service levels and customer satisfaction.
Scalability: Call handling services can be scaled up or down based on your business needs. For instance, we can allocate more call handlers to your service during peak seasons to ensure all customer inquiries are promptly addressed. Conversely, during slower periods, we can reduce the number of call handlers to optimise cost efficiency, providing flexibility during busy periods or staff shortages.
24/7 Availability: With round-the-clock support, customers can receive assistance anytime, improving responsiveness and enhancing the customer experience.
Focus on Core Tasks: Outsourcing call handling allows your team to focus on core tasks and strategic initiatives, increasing productivity and efficiency.
Cost-Effective: Outsourcing call handling can be more cost-effective than hiring and training in-house staff, saving on recruitment and operational costs.

2. Give your team the right training

There are many things to consider when answering the phone, not all of which are common sense. The quality of phone service is easily affected by stress, tiredness, and other factors, and this can only be overcome through the right training and preparation.

It's crucial to understand that each team member plays a significant role in maintaining the quality of the phone service. Therefore, all your team must undergo basic training on professional and effective call handling—not just those designated as call handlers. Incorporate phone training and standards into individual staff appraisals as training objectives and provide refresher training when appropriate.

What type of training is needed for customer service

Effective Communication: Emphasise the importance of clear and concise communication, active listening, and empathy towards customers.
Product Knowledge: Ensure staff are well-versed in the business's products or services to provide accurate information and solutions to customers.
Problem-Solving Skills: Train employees to effectively address customer issues, resolve complaints, and find solutions that meet customer needs.
Professionalism: Teach staff to maintain a professional demeanour, remain calm under pressure, and handle challenging situations tactfully and courteously.
Call Handling Techniques: Provide guidance on call etiquette, call flow management, and techniques for managing customer interactions, such as escalated complaints, sales inquiries, or technical support issues.
Empowerment: Encourage staff to take ownership of customer inquiries, make decisions within their authority, and escalate issues when necessary.
Feedback and Coaching: Offer regular feedback, coaching, and opportunities for skill development. This includes monthly one-on-one feedback sessions, quarterly performance reviews, and access to online training resources.

What type of training is needed for customer service

Effective Communication: Emphasise the importance of clear and concise communication, active listening, and empathy towards customers.
Product Knowledge: Ensure staff are well-versed in the business's products or services to provide accurate information and solutions to customers.
Problem-Solving Skills: Train employees to effectively address customer issues, resolve complaints, and find solutions that meet customer needs.
Professionalism: Teach staff to maintain a professional demeanour, remain calm under pressure, and handle challenging situations tactfully and courteously.
Call Handling Techniques: Provide guidance on call etiquette, call flow management, and techniques for managing customer interactions, such as escalated complaints, sales inquiries, or technical support issues.
Empowerment: Encourage staff to take ownership of customer inquiries, make decisions within their authority, and escalate issues when necessary.
Feedback and Coaching: Offer regular feedback, coaching, and opportunities for skill development. This includes monthly one-on-one feedback sessions, quarterly performance reviews, and access to online training resources.

3. Ensure your help desk is adequately staffed

Having enough staff available during office hours is essential to answer every call promptly and provide excellent service. Adequate staffing helps prevent stress among call handlers, ensuring they can maintain high levels of customer service.

When call handlers are overwhelmed with back-to-back calls, they may become fatigued, leading to missed details, decreased service standards, and potential missed opportunities.

During high call volumes due to staff absences, seasonal demand, or promotions, leveraging an outsourced call handling provider can help manage the workload effectively and maintain service quality.

Why is it important to have enough staff?

Prompt Response: Having sufficient staffing levels enables quick response times to customer inquiries, reducing wait times and providing service excellence.
Effective Problem Resolution: Adequate staff ensures that there are enough resources to handle a high volume of calls, leading to efficient problem resolution and a positive customer experience.
Maintaining Service Levels: Proper staffing helps maintain service levels during peak hours or busy periods, ensuring consistent customer support.
Employee Well-Being: Overworked staff can lead to burnout and decreased morale. Adequate staffing levels help distribute workload evenly, promoting employee well-being and job satisfaction.
Enhanced Productivity: With the correct number of staff, tasks can be completed efficiently, leading to increased productivity and the ability to handle more customer inquiries effectively.
Quality Customer Service: Well-staffed help desks can provide personalised and attentive customer service, improving customer retention and loyalty.

Why is it important to have enough staff?

Prompt Response: Having sufficient staffing levels enables quick response times to customer inquiries, reducing wait times and providing service excellence.
Effective Problem Resolution: Adequate staff ensures that there are enough resources to handle a high volume of calls, leading to efficient problem resolution and a positive customer experience.
Maintaining Service Levels: Proper staffing helps maintain service levels during peak hours or busy periods, ensuring consistent customer support.
Employee Well-Being: Overworked staff can lead to burnout and decreased morale. Adequate staffing levels help distribute workload evenly, promoting employee well-being and job satisfaction.
Enhanced Productivity: With the correct number of staff, tasks can be completed efficiently, leading to increased productivity and the ability to handle more customer inquiries effectively.
Quality Customer Service: Well-staffed help desks can provide personalised and attentive customer service, improving customer retention and loyalty.

What equipment is needed to answer calls?

Reliable Phone System: Invest in a reliable phone system that supports multiple lines, call forwarding, and voicemail features to efficiently manage incoming and outgoing calls.
Headsets: Provide comfortable and high-quality headsets for your employees to ensure clear communication and minimise background noise during calls.
Computer or Laptop: Employees may need a computer or laptop to access customer information, CRM systems, and other resources while on calls to provide accurate and timely assistance.
Internet Connection: A stable and high-speed internet connection is essential for conducting phone calls over VoIP systems or online platforms, ensuring clear and uninterrupted communication.
Call Management Software: Implement call management software or CRM systems to track customer interactions, log call details, and manage customer inquiries effectively.
Office Chairs: Consideration should also be given to the personal comfort of your staff. High-quality chairs are crucial for posture support and well-being during extended work hours.
Training Materials: Provide training materials and resources to help employees handle customer service calls professionally, address common issues, and follow company guidelines.
Workspace: A well-designed workspace that minimises background noise will help maintain the clarity of customer interactions and help employees focus on their tasks. This is particularly important when handling complex queries or sensitive information, as it requires high concentration levels.

What equipment is needed to answer calls?

Reliable Phone System: Invest in a reliable phone system that supports multiple lines, call forwarding, and voicemail features to efficiently manage incoming and outgoing calls.
Headsets: Provide comfortable and high-quality headsets for your employees to ensure clear communication and minimise background noise during calls.
Computer or Laptop: Employees may need a computer or laptop to access customer information, CRM systems, and other resources while on calls to provide accurate and timely assistance.
Internet Connection: A stable and high-speed internet connection is essential for conducting phone calls over VoIP systems or online platforms, ensuring clear and uninterrupted communication.
Call Management Software: Implement call management software or CRM systems to track customer interactions, log call details, and manage customer inquiries effectively.
Office Chairs: Consideration should also be given to the personal comfort of your staff. High-quality chairs are crucial for posture support and well-being during extended work hours.
Training Materials: Provide training materials and resources to help employees handle customer service calls professionally, address common issues, and follow company guidelines.
Workspace: A well-designed workspace that minimises background noise will help maintain the clarity of customer interactions and help employees focus on their tasks. This is particularly important when handling complex queries or sensitive information, as it requires high concentration levels.

Why are staff incentives important?

Motivation: Incentives serve as a motivational tool, encouraging employees to consistently deliver exceptional service and go above and beyond in their interactions with customers.
Recognition: Incentives recognise and reward employees for their hard work and dedication, significantly boosting morale and job satisfaction and fostering a positive work environment.
Retention: Rewarding staff for excellent service can increase employee retention by showing appreciation for their efforts and creating a positive work environment.
Performance Improvement: By linking incentives to service excellence, you'll encourage employees to continuously improve their skills and performance in handling customer calls and create a culture of growth and development.

Why are staff incentives important?

Motivation: Incentives serve as a motivational tool, encouraging employees to consistently deliver exceptional service and go above and beyond in their interactions with customers.
Recognition: Incentives recognise and reward employees for their hard work and dedication, significantly boosting morale and job satisfaction and fostering a positive work environment.
Retention: Rewarding staff for excellent service can increase employee retention by showing appreciation for their efforts and creating a positive work environment.
Performance Improvement: By linking incentives to service excellence, you'll encourage employees to continuously improve their skills and performance in handling customer calls and create a culture of growth and development.

6. Ask the caller for their name

Establishing a strong phone rapport hinges on the initial exchange of names. 'May I ask who is calling please?' or 'Can I take your name please?' should be the first question you ask your caller. Remember, their name is the key to unlocking a positive and personalised conversation.

Getting the person's name right and pronouncing it correctly is crucial. If the name is unfamiliar, asking the caller to spell it out is acceptable. Write down the name and inquire about the correct pronunciation if needed. This respectful approach demonstrates your attentiveness to the caller's identity, showing that you value them as individuals and setting a positive tone for the conversation.

Why is it important to solicit the caller's name?

Supports Customer Relationship Management (CRM): Recording the caller's name and details enhances CRM databases, allowing for more targeted marketing, better customer segmentation, and tailored services. This information is invaluable for long-term relationship management and business development strategies.
Building Rapport: Using the caller's name throughout the conversation isn't just a formality; it is a powerful tool for fostering rapport and forming a connection, enhancing the overall customer experience.
Facilitates Follow-Up: Obtaining the caller’s name is essential for effective follow-up. This detail allows businesses to track the progress of inquiries or issues accurately, maintain comprehensive records, and ensure continuity in customer service interactions.
Communication Clarity: When names are exchanged, it clarifies who is involved in the conversation, which can help ensure that messages are correctly associated with the right person, particularly in cases where follow-up is required.

Why is it important to solicit the caller's name?

Supports Customer Relationship Management (CRM): Recording the caller's name and details enhances CRM databases, allowing for more targeted marketing, better customer segmentation, and tailored services. This information is invaluable for long-term relationship management and business development strategies.
Building Rapport: Using the caller's name throughout the conversation isn't just a formality; it is a powerful tool for fostering rapport and forming a connection, enhancing the overall customer experience.
Facilitates Follow-Up: Obtaining the caller’s name is essential for effective follow-up. This detail allows businesses to track the progress of inquiries or issues accurately, maintain comprehensive records, and ensure continuity in customer service interactions.
Communication Clarity: When names are exchanged, it clarifies who is involved in the conversation, which can help ensure that messages are correctly associated with the right person, particularly in cases where follow-up is required.

7. Ask the caller how they would like to be addressed

Most callers will provide a first name and surname, so when you thank them for calling, address them initially as Mr or Mrs so-and-so or later in the call as Sir or Madam. By asking customers for their preferred form of address, whether it's their first name, last name, title, or a specific honorific, you demonstrate respect for their individual preferences and cultural norms.

If your company policy is to use a caller's first name, ask the caller's permission before doing so. Some people find using their first name inappropriate, especially when making a complaint. Never use 'mate' or other colloquial forms of address, even if the caller uses them for you.

8. Be friendly, welcoming and professional

A wide range of emotions are transferred through the voice and even your body language over the phone. Relax your shoulders and be friendly, welcoming, and helpful in everything you say. This will transfer to your caller and help them relax, making a positive outcome more likely.

9. Speak clearly and pronounce each word

Clear communication is crucial to conveying professionalism and competence. This includes meetings, presentations, interactions with clients or colleagues, and especially during telephone calls with customers. Speaking clearly and pronouncing each word accurately is considered good practice in all these situations.

Why is it important to speak slowly, clearly, and precisely when communicating with customers?

Clarity: Clear pronunciation ensures that the listener quickly understands your message, reducing the chances of miscommunication or misunderstanding.
Attention to Detail: Speaking clearly and enunciating words is about more than just conveying information. It demonstrates attention to detail, creating a positive impression on the caller. This can significantly impact your professional image and the caller's perception of your service.
Enhanced Comprehension: Pronouncing each word helps the listener grasp the information accurately, leading to more effective communication and problem-solving. This benefits you and the caller, making your conversation more productive and efficient.
Reduced Errors: Clear speech minimises the need for repetition and clarification, saving time and preventing errors in conveying important information.
Overcoming Challenges: In situations with poor reception or when callers use mobile phones, speaking clearly becomes even more critical to ensure the message is received accurately. By speaking clearly and pronouncing each word on the telephone, you can improve communication, build rapport with callers, and ensure that information is conveyed accurately and effectively.

Why is it important to speak slowly, clearly, and precisely when communicating with customers?

Clarity: Clear pronunciation ensures that the listener quickly understands your message, reducing the chances of miscommunication or misunderstanding.
Attention to Detail: Speaking clearly and enunciating words is about more than just conveying information. It demonstrates attention to detail, creating a positive impression on the caller. This can significantly impact your professional image and the caller's perception of your service.
Enhanced Comprehension: Pronouncing each word helps the listener grasp the information accurately, leading to more effective communication and problem-solving. This benefits you and the caller, making your conversation more productive and efficient.
Reduced Errors: Clear speech minimises the need for repetition and clarification, saving time and preventing errors in conveying important information.
Overcoming Challenges: In situations with poor reception or when callers use mobile phones, speaking clearly becomes even more critical to ensure the message is received accurately. By speaking clearly and pronouncing each word on the telephone, you can improve communication, build rapport with callers, and ensure that information is conveyed accurately and effectively.

Why should we avoid slang and jargon when communicating?

Clarity and Understanding: Using slang or jargon can lead to confusion, as not all customers may be familiar with these terms. The key to effective communication is clear and straightforward language, ensuring all customers easily understand your message..
Professional Tone: Maintaining a professional tone in conversations is crucial, as it builds customer confidence and enhances your business's reputation. Professionalism is a direct reflection of your business, and any deviation from it, such as using slang or informal language, can undermine the credibility of your communication.
Customer Perception: Your business's success hinges on meeting customer expectations. Customers expect a certain level of professionalism and respect when interacting with companies. Avoiding slang and informal language demonstrates that you take the conversation seriously and value the customer's time and needs.
Cultural Sensitivity: Slang and informal language may not be universally understood and can unintentionally offend or alienate specific customers. Using neutral and respectful language ensures inclusivity and avoids potential misunderstandings.
Consistency: Consistent use of formal language helps maintain a professional image for your business across all customer interactions, whether on the phone, in person, or through written communication.

Why should we avoid slang and jargon when communicating?

Clarity and Understanding: Using slang or jargon can lead to confusion, as not all customers may be familiar with these terms. The key to effective communication is clear and straightforward language, ensuring all customers easily understand your message..
Professional Tone: Maintaining a professional tone in conversations is crucial, as it builds customer confidence and enhances your business's reputation. Professionalism is a direct reflection of your business, and any deviation from it, such as using slang or informal language, can undermine the credibility of your communication.
Customer Perception: Your business's success hinges on meeting customer expectations. Customers expect a certain level of professionalism and respect when interacting with companies. Avoiding slang and informal language demonstrates that you take the conversation seriously and value the customer's time and needs.
Cultural Sensitivity: Slang and informal language may not be universally understood and can unintentionally offend or alienate specific customers. Using neutral and respectful language ensures inclusivity and avoids potential misunderstandings.
Consistency: Consistent use of formal language helps maintain a professional image for your business across all customer interactions, whether on the phone, in person, or through written communication.

Why is it rude to talk to someone on a speakerphone?

Sound Quality: Speakerphones can distort sound quality, making it difficult for customers to hear you. This can lead to misunderstandings and a less-than-satisfactory customer experience.
Privacy Concerns: It's crucial to remember that using a speakerphone can compromise customer privacy. Others in the vicinity may unintentionally overhear sensitive information shared during the call, which can breach trust. Remember, your customers trust you with their information, and it's your responsibility to protect it.
Lacking Focus: Speaking directly into the phone demonstrates attentiveness and professionalism, whereas using a speakerphone may give the impression of distraction or lack of focus.
Background Noise: Speakerphones can pick up background noise, such as conversations or office sounds, distracting and disrupting the customer's experience.
Clarity and Communication: Direct communication through the handset ensures clear and effective dialogue, enhancing the quality of the interaction and minimising the risk of miscommunication.

Why is it rude to talk to someone on a speakerphone?

Sound Quality: Speakerphones can distort sound quality, making it difficult for customers to hear you. This can lead to misunderstandings and a less-than-satisfactory customer experience.
Privacy Concerns: It's crucial to remember that using a speakerphone can compromise customer privacy. Others in the vicinity may unintentionally overhear sensitive information shared during the call, which can breach trust. Remember, your customers trust you with their information, and it's your responsibility to protect it.
Lacking Focus: Speaking directly into the phone demonstrates attentiveness and professionalism, whereas using a speakerphone may give the impression of distraction or lack of focus.
Background Noise: Speakerphones can pick up background noise, such as conversations or office sounds, distracting and disrupting the customer's experience.
Clarity and Communication: Direct communication through the handset ensures clear and effective dialogue, enhancing the quality of the interaction and minimising the risk of miscommunication.

Why is listening so important when dealing with customers?

Understanding Needs: Effective listening helps you understand the customer's requirements, preferences, and concerns, enabling you to provide tailored solutions and personalised assistance. This benefits the customer and gives you a sense of accomplishment in meeting their needs.
Building Rapport: Actively listening shows customers their opinions and experiences are valued, fostering a positive relationship and enhancing trust and loyalty. This connection with the customer benefits the business and makes you feel more connected to them.
Problem Resolution: By listening attentively, you can identify the root of the customer's issue, address it promptly, and offer relevant solutions, leading to efficient problem resolution.
Clarifying Information: Listening carefully allows you to gather accurate information, clarify details, and ensure that you have a clear understanding of the customer's requests or concerns.
Empathy and Support: Listening demonstrates empathy and shows customers that you care about their needs and experiences, creating a supportive and customer-centric environment.
Valuable Insights: Active listening can reveal underlying issues or feedback that might not be directly expressed. These insights can be crucial for continuous improvement and innovation within your company.

Why is listening so important when dealing with customers?

Understanding Needs: Effective listening helps you understand the customer's requirements, preferences, and concerns, enabling you to provide tailored solutions and personalised assistance. This benefits the customer and gives you a sense of accomplishment in meeting their needs.
Building Rapport: Actively listening shows customers their opinions and experiences are valued, fostering a positive relationship and enhancing trust and loyalty. This connection with the customer benefits the business and makes you feel more connected to them.
Problem Resolution: By listening attentively, you can identify the root of the customer's issue, address it promptly, and offer relevant solutions, leading to efficient problem resolution.
Clarifying Information: Listening carefully allows you to gather accurate information, clarify details, and ensure that you have a clear understanding of the customer's requests or concerns.
Empathy and Support: Listening demonstrates empathy and shows customers that you care about their needs and experiences, creating a supportive and customer-centric environment.
Valuable Insights: Active listening can reveal underlying issues or feedback that might not be directly expressed. These insights can be crucial for continuous improvement and innovation within your company.

When should you ask a customer to repeat themselves?

Clarity: If there is background noise, a poor connection, or the customer speaks softly or has an unfamiliar accent, asking for a repetition ensures that you accurately hear and understand their message.
Complex Information: When dealing with detailed or technical information, asking for a repeat can help ensure you capture all the details correctly.
Confirmation: Requesting a repetition can serve as a confirmation step to ensure that you have understood the customer's request or concern accurately before proceeding.
Resolving Issues: Remember, asking for clarification through repetition is effective. In cases of potential misunderstanding or ambiguity, it can help resolve issues effectively.

When should you ask a customer to repeat themselves?

Clarity: If there is background noise, a poor connection, or the customer speaks softly or has an unfamiliar accent, asking for a repetition ensures that you accurately hear and understand their message.
Complex Information: When dealing with detailed or technical information, asking for a repeat can help ensure you capture all the details correctly.
Confirmation: Requesting a repetition can serve as a confirmation step to ensure that you have understood the customer's request or concern accurately before proceeding.
Resolving Issues: Remember, asking for clarification through repetition is effective. In cases of potential misunderstanding or ambiguity, it can help resolve issues effectively.

How do you show empathy in customer service calls?

Listen Attentively: Your role as a business representative is about providing solutions and understanding the customer's concerns. Listen attentively, validate their feelings, and avoid interrupting. Reflect on what they've said to show you understand. Being attentive is vital to customer service and makes customers feel valued.
Use Empathetic Language: Express understanding and concern using phrases like "I understand how frustrating that must be, especially when you're trying to meet a deadline" or "I'm sorry to hear you're experiencing this issue; I can imagine how inconvenient it must be for you."
Acknowledge Emotions: Recognise and acknowledge the customer's emotions, whether they are frustrated, upset, or happy. If the customer is upset, it is important to remain calm and patient. Validate their feelings to show you care. For example, you could say, "I can understand why you might feel frustrated about this situation."
Offer Support: Show willingness to help and provide solutions to the customer's needs. Offer assistance and reassurance throughout the conversation.
Personalise Responses: Tailor your responses to the customer's specific situation, showing that you are attentive to their needs and concerns.
Follow-up: Resolving the issue is not the end of the interaction. Following up with the customer is crucial to ensure their satisfaction and show that you value their feedback and experience. Your commitment to follow-up will lead to an increase in customer advocacy.

How do you show empathy in customer service calls?

Listen Attentively: Your role as a business representative is about providing solutions and understanding the customer's concerns. Listen attentively, validate their feelings, and avoid interrupting. Reflect on what they've said to show you understand. Being attentive is vital to customer service and makes customers feel valued.
Use Empathetic Language: Express understanding and concern using phrases like "I understand how frustrating that must be, especially when you're trying to meet a deadline" or "I'm sorry to hear you're experiencing this issue; I can imagine how inconvenient it must be for you."
Acknowledge Emotions: Recognise and acknowledge the customer's emotions, whether they are frustrated, upset, or happy. If the customer is upset, it is important to remain calm and patient. Validate their feelings to show you care. For example, you could say, "I can understand why you might feel frustrated about this situation."
Offer Support: Show willingness to help and provide solutions to the customer's needs. Offer assistance and reassurance throughout the conversation.
Personalise Responses: Tailor your responses to the customer's specific situation, showing that you are attentive to their needs and concerns.
Follow-up: Resolving the issue is not the end of the interaction. Following up with the customer is crucial to ensure their satisfaction and show that you value their feedback and experience. Your commitment to follow-up will lead to an increase in customer advocacy.

Why is it important to smile when answering the phone?

Enhances Voice Tone: Smiling naturally lifts your voice, making it sound friendly and warm. This subtle change in tone can make the conversation more pleasant and inviting for the caller.
Sets a Positive Mood: A smile, even unseen, conveys positivity and enthusiasm. It sets a welcoming mood right at the start of the interaction, influencing how the conversation progresses.
Improves Customer Perception: Callers are more likely to perceive the interaction positively when they sense that they are speaking with someone cheerful and helpful.
Increases Effectiveness in Communication: Smiling can make you feel more at ease, which can, in turn, make your communication more natural and effective. You’re more likely to articulate better and handle the conversation with confidence.
Reduces Stress: Smiling can reduce stress and help maintain a calm demeanour, which helps when managing difficult or demanding phone calls.

Why is it important to smile when answering the phone?

Enhances Voice Tone: Smiling naturally lifts your voice, making it sound friendly and warm. This subtle change in tone can make the conversation more pleasant and inviting for the caller.
Sets a Positive Mood: A smile, even unseen, conveys positivity and enthusiasm. It sets a welcoming mood right at the start of the interaction, influencing how the conversation progresses.
Improves Customer Perception: Callers are more likely to perceive the interaction positively when they sense that they are speaking with someone cheerful and helpful.
Increases Effectiveness in Communication: Smiling can make you feel more at ease, which can, in turn, make your communication more natural and effective. You’re more likely to articulate better and handle the conversation with confidence.
Reduces Stress: Smiling can reduce stress and help maintain a calm demeanour, which helps when managing difficult or demanding phone calls.

Why is it necessary to say please and thank you?

Courtesy: Using polite phrases like "please" and "thank you" demonstrates respect and courtesy towards the customer, creating a positive and friendly interaction.
Politeness: Politeness is a hallmark of great customer service. Incorporating these phrases conveys a professional image and shows that you value the customer's time and business. Recognising the customer's value is key to maintaining positive long-term relationships.
Enhanced Communication: Polite language fosters clear and effective communication, setting a positive tone for the conversation and promoting constructive dialogue.
Customer Satisfaction: Using polite language is not just about being courteous; it's about building rapport and establishing a positive relationship with the customer. This can significantly improve trust and lead to long-term loyalty, benefiting both the customer and the businesss.
No Need to Be Overly Apologetic: While it is important to acknowledge any mistakes or shortcomings in customer interactions, there is no need to be overly apologetic. Excessive apologies can create a negative impression and undermine your credibility. Instead of dwelling on apologies, address the customer's concerns and find solutions to their problems.

Why is it necessary to say please and thank you?

Courtesy: Using polite phrases like "please" and "thank you" demonstrates respect and courtesy towards the customer, creating a positive and friendly interaction.
Politeness: Politeness is a hallmark of great customer service. Incorporating these phrases conveys a professional image and shows that you value the customer's time and business. Recognising the customer's value is key to maintaining positive long-term relationships.
Enhanced Communication: Polite language fosters clear and effective communication, setting a positive tone for the conversation and promoting constructive dialogue.
Customer Satisfaction: Using polite language is not just about being courteous; it's about building rapport and establishing a positive relationship with the customer. This can significantly improve trust and lead to long-term loyalty, benefiting both the customer and the businesss.
No Need to Be Overly Apologetic: While it is important to acknowledge any mistakes or shortcomings in customer interactions, there is no need to be overly apologetic. Excessive apologies can create a negative impression and undermine your credibility. Instead of dwelling on apologies, address the customer's concerns and find solutions to their problems.

How do you control your temper in customer service?

Stay Calm: Maintain composure by taking deep breaths, even if the customer is upset or confrontational. Remember that remaining composed can help de-escalate the situation, putting you in control of the interaction.
Seek Support: If you find it challenging to control your temper, remember that you're not alone. Consider seeking support from a supervisor or colleague. They can provide guidance and assistance, reinforcing that you're part of a supportive team in handling difficult customer interactions.
Take Breaks: If you have just taken a problematic call and feel your temper rising, consider taking a short break to collect your thoughts and regain composure before continuing to make yourself available to talk to other customers.
Reflect and Learn: After the call, reflect on the interaction. Identify triggers that led to losing your temper, such as a customer's tone of voice, and consider better strategies for handling similar situations.

How do you control your temper in customer service?

Stay Calm: Maintain composure by taking deep breaths, even if the customer is upset or confrontational. Remember that remaining composed can help de-escalate the situation, putting you in control of the interaction.
Seek Support: If you find it challenging to control your temper, remember that you're not alone. Consider seeking support from a supervisor or colleague. They can provide guidance and assistance, reinforcing that you're part of a supportive team in handling difficult customer interactions.
Take Breaks: If you have just taken a problematic call and feel your temper rising, consider taking a short break to collect your thoughts and regain composure before continuing to make yourself available to talk to other customers.
Reflect and Learn: After the call, reflect on the interaction. Identify triggers that led to losing your temper, such as a customer's tone of voice, and consider better strategies for handling similar situations.

What should you do before placing a customer on hold?

Request Permission: Recognising the value of the customer's time is crucial. Before placing the customer on hold, it is good practice to ask for their permission. This not only shows respect but also demonstrates our professionalism. Inform the customer that you need to check on something or transfer their call and ask if they are comfortable holding for a moment.
Check-in Regularly: Research has shown that people tend to become impatient after a few minutes on hold. To prevent frustration and maintain a positive customer experience, it is recommended that you check in with customers every 40 to 80 seconds. During these check-ins, ask if they are still comfortable holding or prefer someone to call them back.

What should you do before placing a customer on hold?

Request Permission: Recognising the value of the customer's time is crucial. Before placing the customer on hold, it is good practice to ask for their permission. This not only shows respect but also demonstrates our professionalism. Inform the customer that you need to check on something or transfer their call and ask if they are comfortable holding for a moment.
Check-in Regularly: Research has shown that people tend to become impatient after a few minutes on hold. To prevent frustration and maintain a positive customer experience, it is recommended that you check in with customers every 40 to 80 seconds. During these check-ins, ask if they are still comfortable holding or prefer someone to call them back.

What must be done before a call is transferred?

Inform the Customer: Let the customer know that you will be transferring their call and briefly explain why the transfer is necessary. This will help manage their expectations and show transparency.
Ask for Permission: Request the customer's permission to transfer the call. This demonstrates respect for their time and ensures they are comfortable with the transfer.
Provide Information: Before transferring the call, ensure you have all relevant information about the customer's issue or query. This helps the receiving party assist the customer effectively.
Introduce the Transfer: When connecting the customer to the new person or department, introduce the transfer by briefly explaining the customer's situation. This helps the receiving party understand the context of the call.
Stay on the Line (Optional): Stay on the line briefly after the transfer to ensure the customer is connected successfully and to address any problems resulting in an unsuccessful transfer.
Follow-up: After the transfer, follow up with the customer to ensure their query was resolved satisfactorily. This shows you care about their experience and helps maintain good customer relations.

What must be done before a call is transferred?

Inform the Customer: Let the customer know that you will be transferring their call and briefly explain why the transfer is necessary. This will help manage their expectations and show transparency.
Ask for Permission: Request the customer's permission to transfer the call. This demonstrates respect for their time and ensures they are comfortable with the transfer.
Provide Information: Before transferring the call, ensure you have all relevant information about the customer's issue or query. This helps the receiving party assist the customer effectively.
Introduce the Transfer: When connecting the customer to the new person or department, introduce the transfer by briefly explaining the customer's situation. This helps the receiving party understand the context of the call.
Stay on the Line (Optional): Stay on the line briefly after the transfer to ensure the customer is connected successfully and to address any problems resulting in an unsuccessful transfer.
Follow-up: After the transfer, follow up with the customer to ensure their query was resolved satisfactorily. This shows you care about their experience and helps maintain good customer relations.

How do you prepare for customer calls?

Positive Mindset: Start with a positive attitude, focusing on providing excellent service and effectively resolving customer inquiries. If you find yourself in a challenging call, focus on the opportunity to learn and improve your skills. This can help you maintain a positive attitude even in difficult situations.
Empathy: Put yourself in the customer's shoes, truly understand their needs, and approach the call with a genuine desire to help. This empathetic approach can help you connect with the customer on a deeper level, making them feel understood and valued.
Listen Actively: Be ready to listen actively to the customer’s words, tone, and emotions. Acknowledging their feelings can go a long way in building rapport and effectively resolving any issues.
Problem Solving: Mentally prepare to address various scenarios, anticipate potential issues, and be ready to offer solutions promptly. This includes dealing with demanding customers. Remember to stay calm, listen attentively, and respond respectfully, even in challenging situations.
Confidence: Build confidence in your knowledge and abilities to handle customer queries, ensuring a sense of assurance in your responses.
Adaptablity: Stay flexible and adaptable to different customer personalities and situations, adjusting your approach to meet their needs.

How do you prepare for customer calls?

Positive Mindset: Start with a positive attitude, focusing on providing excellent service and effectively resolving customer inquiries. If you find yourself in a challenging call, focus on the opportunity to learn and improve your skills. This can help you maintain a positive attitude even in difficult situations.
Empathy: Put yourself in the customer's shoes, truly understand their needs, and approach the call with a genuine desire to help. This empathetic approach can help you connect with the customer on a deeper level, making them feel understood and valued.
Listen Actively: Be ready to listen actively to the customer’s words, tone, and emotions. Acknowledging their feelings can go a long way in building rapport and effectively resolving any issues.
Problem Solving: Mentally prepare to address various scenarios, anticipate potential issues, and be ready to offer solutions promptly. This includes dealing with demanding customers. Remember to stay calm, listen attentively, and respond respectfully, even in challenging situations.
Confidence: Build confidence in your knowledge and abilities to handle customer queries, ensuring a sense of assurance in your responses.
Adaptablity: Stay flexible and adaptable to different customer personalities and situations, adjusting your approach to meet their needs.

Why is it so important to answer the phone every time a customer calls?

First Impressions Matter: Unanswered calls can be a customer's first interaction with your business. Promptly answering calls creates a positive first impression, demonstrating professionalism and attentiveness..
Maximising Opportunities: Each call could represent a potential sale, partnership opportunity, or essential information that could benefit the business. For instance, a missed call from a potential client could mean losing a significant contract, or a call from a supplier with a limited-time offer could result in a missed cost-saving opportunity.
Reduces Customer Frustration: Unanswered calls can lead to frustration and irritation, which might nudge customers toward seeking alternative suppliers. Answering calls helps maintain positive customer relationships and loyalty.
Facilitates Immediate Resolution: Many customer concerns and queries can be resolved quickly over a single phone call. Immediate responses prevent issues from escalating and reduce the need for follow-ups.
Open Dialogue: Ensuring every call is answered helps maintain open lines of communication, prevent missed connections, and ensure important messages are received and addressed promptly.

Why is it so important to answer the phone every time a customer calls?

First Impressions Matter: Unanswered calls can be a customer's first interaction with your business. Promptly answering calls creates a positive first impression, demonstrating professionalism and attentiveness..
Maximising Opportunities: Each call could represent a potential sale, partnership opportunity, or essential information that could benefit the business. For instance, a missed call from a potential client could mean losing a significant contract, or a call from a supplier with a limited-time offer could result in a missed cost-saving opportunity.
Reduces Customer Frustration: Unanswered calls can lead to frustration and irritation, which might nudge customers toward seeking alternative suppliers. Answering calls helps maintain positive customer relationships and loyalty.
Facilitates Immediate Resolution: Many customer concerns and queries can be resolved quickly over a single phone call. Immediate responses prevent issues from escalating and reduce the need for follow-ups.
Open Dialogue: Ensuring every call is answered helps maintain open lines of communication, prevent missed connections, and ensure important messages are received and addressed promptly.

22. Answer calls promptly

Your callers are busy, and their time is precious. The first interaction with a caller will set the tone for your ongoing business relationship, so answering business calls quickly is essential.

According to customer service data, over 70% of customers believe a quick response time is the most important aspect of a positive customer service experience.

To align with this expectation, we suggest answering each call within three rings, with a maximum of six. Studies have shown that most people will hang up after five to six rings, so responding proactively to incoming calls is essential. One practical tip to achieve this is to keep your phone within arm's reach and avoid unnecessary distractions during work hours.

Why is it important to answer all calls promptly?

Customer Experience: Your prompt response to calls shows customers that their time is valued and their inquiries are important. It also plays a significant role in providing a positive customer experience. This, in turn, increases customer satisfaction and loyalty, making your role in this process crucial.
Professional Image: A business that answers calls promptly is often perceived as professional, well-managed, and responsive to customer needs. This professional image is crucial for maintaining and growing a customer base.
Opportunity Seizure: Every call presents an opportunity, whether a new sale, resolving an issue, or providing assistance. By answering promptly, you maximise the chances of converting these opportunities into positive outcomes for your business. We often hear businesses have seen up to a 20% increase in sales after implementing a policy of answering calls within three rings.
Competitive Advantage: Customers expect quick responses. By answering calls promptly, you differentiate your business from competitors who may have slower response times, giving you a competitive edge.

Why is it important to answer all calls promptly?

Customer Experience: Your prompt response to calls shows customers that their time is valued and their inquiries are important. It also plays a significant role in providing a positive customer experience. This, in turn, increases customer satisfaction and loyalty, making your role in this process crucial.
Professional Image: A business that answers calls promptly is often perceived as professional, well-managed, and responsive to customer needs. This professional image is crucial for maintaining and growing a customer base.
Opportunity Seizure: Every call presents an opportunity, whether a new sale, resolving an issue, or providing assistance. By answering promptly, you maximise the chances of converting these opportunities into positive outcomes for your business. We often hear businesses have seen up to a 20% increase in sales after implementing a policy of answering calls within three rings.
Competitive Advantage: Customers expect quick responses. By answering calls promptly, you differentiate your business from competitors who may have slower response times, giving you a competitive edge.

Why is it important to introduce yourself on the call?

Establishes Professionalism: Introducing the business name to the caller immediately establishes a professional tone and provides callers with confidence that they have reached the correct place.
Brand Recognition: By stating the business name, you strengthen brand awareness and establish a uniform experience for callers, further enhancing brand loyalty.
Personal Connection: Sharing your name adds a human touch to the interaction, making the conversation more engaging. This simple act can go a long way in making them feel more comfortable.
Clarity and Transparency: Introducing yourself and the business upfront sets clear expectations and ensures transparency in the communication process.
Clarifies Roles: Providing your name ensures the customer knows whom they're speaking with. It is especially important if they need to refer back to the conversation later or follow up with the same person.

Why is it important to introduce yourself on the call?

Establishes Professionalism: Introducing the business name to the caller immediately establishes a professional tone and provides callers with confidence that they have reached the correct place.
Brand Recognition: By stating the business name, you strengthen brand awareness and establish a uniform experience for callers, further enhancing brand loyalty.
Personal Connection: Sharing your name adds a human touch to the interaction, making the conversation more engaging. This simple act can go a long way in making them feel more comfortable.
Clarity and Transparency: Introducing yourself and the business upfront sets clear expectations and ensures transparency in the communication process.
Clarifies Roles: Providing your name ensures the customer knows whom they're speaking with. It is especially important if they need to refer back to the conversation later or follow up with the same person.

24. Be helpful – offer solutions to all the caller's concerns

Note each issue the caller brings to the conversation and provide practical and helpful solutions for each one. Ask clarifying questions to gather additional details and thoroughly understand the issue. This aids in pinpointing the underlying cause and determining the most effective resolution path. Propose solutions or options to address the customer's problem. Offer concise and practical instructions for the customer to follow, and be prepared to offer alternatives if the initial solution does not fully resolve the issue.

Why is it important to solve a customer's problem?

Customer Satisfaction: Resolving a customer's issue promptly and effectively involves addressing their concerns and making them feel valued. This increases satisfaction, demonstrating that their problems are taken seriously and addressed with care, directly influenced by your actions.
Retention and Loyalty: By solving problems efficiently, you can retain customers and build loyalty. Happy customers are more inclined to refer your business to others.
Brand Reputation: Successfully resolving customer issues is a testament to your business's dedication to customer needs. It enhances your brand reputation, as customers appreciate companies that proactively solve problems and value their needs.
Reduces Repeat Calls: Providing comprehensive solutions during the initial call minimises the likelihood of repeat calls for the same issue, enhancing operational efficiency. This saves time for both the customer and the service team and reduces the volume and associated costs of customer support.
Encourages Customer Engagement: Customers are more likely to engage with the business when they know their concerns will be listened to and addressed. This ongoing engagement provides valuable insights into customer needs and preferences, which can guide product development and service enhancements.
Supports a Positive Work Environment: Empowering customer service representatives to be genuinely helpful and solve problems can increase job satisfaction and lower staff turnover rates. Employees who feel they can positively impact are typically more engaged and motivated.

Why is it important to solve a customer's problem?

Customer Satisfaction: Resolving a customer's issue promptly and effectively involves addressing their concerns and making them feel valued. This increases satisfaction, demonstrating that their problems are taken seriously and addressed with care, directly influenced by your actions.
Retention and Loyalty: By solving problems efficiently, you can retain customers and build loyalty. Happy customers are more inclined to refer your business to others.
Brand Reputation: Successfully resolving customer issues is a testament to your business's dedication to customer needs. It enhances your brand reputation, as customers appreciate companies that proactively solve problems and value their needs.
Reduces Repeat Calls: Providing comprehensive solutions during the initial call minimises the likelihood of repeat calls for the same issue, enhancing operational efficiency. This saves time for both the customer and the service team and reduces the volume and associated costs of customer support.
Encourages Customer Engagement: Customers are more likely to engage with the business when they know their concerns will be listened to and addressed. This ongoing engagement provides valuable insights into customer needs and preferences, which can guide product development and service enhancements.
Supports a Positive Work Environment: Empowering customer service representatives to be genuinely helpful and solve problems can increase job satisfaction and lower staff turnover rates. Employees who feel they can positively impact are typically more engaged and motivated.

Why should you aim to end all calls in a positive manner?

Ensures Compliance: In some industries, mainly those heavily regulated, ensuring positive outcomes is not just good practice but a necessity for compliance. It can help avoid legal and financial risks associated with unresolved customer complaints.
Conflict Resolution: Resolving issues during or promptly after a customer's call prevents escalations and potential conflicts. Even if the problem requires further investigation, a proactive attitude toward concerns will be perceived as a positive outcome.
Reduces Customer Churn: When calls end without resolution, customers are likelier to seek solutions from competitors, increasing churn. Positive resolutions retain customers, maintaining a stable customer base and revenue flow.
Supports Improvement Culture: Striving for positive outcomes in every interaction encourages a culture of continuous improvement among customer service teams. It pushes representatives to seek better solutions and aids in developing their problem-solving skills.
Optimises Resource Use: Resolving calls successfully at the first attempt (first call resolution) is more efficient, optimising resources like time and manpower and significantly reducing operational costs.

Why should you aim to end all calls in a positive manner?

Ensures Compliance: In some industries, mainly those heavily regulated, ensuring positive outcomes is not just good practice but a necessity for compliance. It can help avoid legal and financial risks associated with unresolved customer complaints.
Conflict Resolution: Resolving issues during or promptly after a customer's call prevents escalations and potential conflicts. Even if the problem requires further investigation, a proactive attitude toward concerns will be perceived as a positive outcome.
Reduces Customer Churn: When calls end without resolution, customers are likelier to seek solutions from competitors, increasing churn. Positive resolutions retain customers, maintaining a stable customer base and revenue flow.
Supports Improvement Culture: Striving for positive outcomes in every interaction encourages a culture of continuous improvement among customer service teams. It pushes representatives to seek better solutions and aids in developing their problem-solving skills.
Optimises Resource Use: Resolving calls successfully at the first attempt (first call resolution) is more efficient, optimising resources like time and manpower and significantly reducing operational costs.

Why is summarising important in customer service?

Reinforces Understanding: Summarising the conversation helps ensure that both parties are on the same page and clearly understand the discussion. It confirms that the information exchanged during the call is accurate and complete.
Confirmation of Actions: By summarising key points, decisions, and actions agreed upon during the call, you allow the caller to confirm that their needs have been addressed and that the next steps are clear.
Avoiding Miscommunication: Summarising the conversation helps prevent misunderstandings or misinterpretations. It allows both parties to clarify any points of confusion and correct any inaccuracies before concluding the call.
Thoroughness and Care: Reviewing the conversation's key points shows the customer that you have attentively managed their concerns and are committed to resolving their issues. This level of care enhances the customer's perception of the service quality.
Audio Documentation: Summarising the call, especially when customer service calls are audio recorded, will provide a record of the discussion and any agreements made. This recorded summary can be valuable for future reference, follow-up, or in case of any disputes or discrepancies.
Positive End to the Interaction: Ending the call on a note reiterating your willingness to assist with further issues leaves a lasting positive impression. This good feeling is associated with the brand, which can influence the customer’s loyalty and likelihood of recommending the service to others.

Why is summarising important in customer service?

Reinforces Understanding: Summarising the conversation helps ensure that both parties are on the same page and clearly understand the discussion. It confirms that the information exchanged during the call is accurate and complete.
Confirmation of Actions: By summarising key points, decisions, and actions agreed upon during the call, you allow the caller to confirm that their needs have been addressed and that the next steps are clear.
Avoiding Miscommunication: Summarising the conversation helps prevent misunderstandings or misinterpretations. It allows both parties to clarify any points of confusion and correct any inaccuracies before concluding the call.
Thoroughness and Care: Reviewing the conversation's key points shows the customer that you have attentively managed their concerns and are committed to resolving their issues. This level of care enhances the customer's perception of the service quality.
Audio Documentation: Summarising the call, especially when customer service calls are audio recorded, will provide a record of the discussion and any agreements made. This recorded summary can be valuable for future reference, follow-up, or in case of any disputes or discrepancies.
Positive End to the Interaction: Ending the call on a note reiterating your willingness to assist with further issues leaves a lasting positive impression. This good feeling is associated with the brand, which can influence the customer’s loyalty and likelihood of recommending the service to others.

Why is note taking important in customer service?

Documentation: Making notes isn't just about recording the conversation but are valuable references for future interactions, tracking customer history, and resolving disputes or discrepancies. For instance, if a customer claims they were promised a discount during a call, your detailed notes can verify the conversation, allowing you to honour the discount and maintain customer trust.
Consistent Interactions : Notes ensure consistency in customer interactions, as different representatives can access the same information, providing customers with a seamless and cohesive experience.
Problem Solving: Detailed notes aid in problem-solving by capturing essential information about customer issues, enabling representatives to track progress, follow up effectively, and provide timely solutions.
Legal Compliance: Accurate note-taking helps comply with legal and regulatory requirements, ensuring that important details are documented for reference and audit purposes.
Ensures Accountability: Detailed notes hold the representative and the organisation accountable for the commitments made during the call, ensuring that promises are kept, issues are resolved, and customer satisfaction is prioritised.
Training and Development: Notes can be used to train new employees, share best practices, and learn from past interactions to improve customer service skills and strategies.

Why is note taking important in customer service?

Documentation: Making notes isn't just about recording the conversation but are valuable references for future interactions, tracking customer history, and resolving disputes or discrepancies. For instance, if a customer claims they were promised a discount during a call, your detailed notes can verify the conversation, allowing you to honour the discount and maintain customer trust.
Consistent Interactions : Notes ensure consistency in customer interactions, as different representatives can access the same information, providing customers with a seamless and cohesive experience.
Problem Solving: Detailed notes aid in problem-solving by capturing essential information about customer issues, enabling representatives to track progress, follow up effectively, and provide timely solutions.
Legal Compliance: Accurate note-taking helps comply with legal and regulatory requirements, ensuring that important details are documented for reference and audit purposes.
Ensures Accountability: Detailed notes hold the representative and the organisation accountable for the commitments made during the call, ensuring that promises are kept, issues are resolved, and customer satisfaction is prioritised.
Training and Development: Notes can be used to train new employees, share best practices, and learn from past interactions to improve customer service skills and strategies.

What is the etiquette for returning calls?

Respect for Time: By agreeing on a specific call-back time, you demonstrate respect for the other person's time and commitments. It shows that you value their schedule and are considerate of their availability.
Reliability: Following through on agreed-upon call-back times showcases your reliability. It reflects positively on your commitment to effective communication and customer service.
Building Trust: Honoring scheduled call-back times is not just about punctuality; it creates a strong relationship grounded in mutual respect and dependability.
Maintain Communication and Resolution Flow: Many issues require follow-up discussions. Setting and adhering to call-back times keeps the resolution process moving, prevents delays, and ensures issues are resolved efficiently and have a logical conclusion.
Managing Expectations: By mutually arranging a call-back time, you manage the other person's expectations and give them assurance. For instance, if you anticipate needing more time, you should communicate this promptly and suggest an alternative time that works for both parties. This maintains transparency and keeps the lines of communication open, even in situations where your original call-back time cannot be met. For example, if you're in a meeting that runs longer than expected, you could send a quick message to let the person know and propose a new time for the call.
Professional Image: Consistently sticking to agreed-upon call-back times contributes to a positive professional image for your business. It demonstrates your commitment to follow-through and reliability in your interactions.

What is the etiquette for returning calls?

Respect for Time: By agreeing on a specific call-back time, you demonstrate respect for the other person's time and commitments. It shows that you value their schedule and are considerate of their availability.
Reliability: Following through on agreed-upon call-back times showcases your reliability. It reflects positively on your commitment to effective communication and customer service.
Building Trust: Honoring scheduled call-back times is not just about punctuality; it creates a strong relationship grounded in mutual respect and dependability.
Maintain Communication and Resolution Flow: Many issues require follow-up discussions. Setting and adhering to call-back times keeps the resolution process moving, prevents delays, and ensures issues are resolved efficiently and have a logical conclusion.
Managing Expectations: By mutually arranging a call-back time, you manage the other person's expectations and give them assurance. For instance, if you anticipate needing more time, you should communicate this promptly and suggest an alternative time that works for both parties. This maintains transparency and keeps the lines of communication open, even in situations where your original call-back time cannot be met. For example, if you're in a meeting that runs longer than expected, you could send a quick message to let the person know and propose a new time for the call.
Professional Image: Consistently sticking to agreed-upon call-back times contributes to a positive professional image for your business. It demonstrates your commitment to follow-through and reliability in your interactions.

29. Follow up the call promptly

Ensuring that any commitments made during a phone call are promptly followed up on or delegated to the appropriate individuals is essential for delivering exceptional customer service. Failing to take prompt action risks delays in sales and can prolong the resolution of customer service issues.

Completing agreed-upon actions will demonstrate reliability and a commitment to meeting customer expectations. It also enhances the company's reputation for responsiveness and building customer trust.

Why is it important to follow up actions when delivering customer service?

Reliability: Prompt follow-up demonstrates reliability. It shows that you take the commitments made during the call seriously and are dedicated to fulfilling them promptly.
Customer-Centric Approach: Timely follow-up indicates that your business prioritises customer needs and is dedicated to ensuring customer satisfaction. This customer-centric approach is appealing to current and potential customers as it emphasises their importance to the busines..
Clear Communication: Following up promptly ensures that there is no ambiguity or misunderstanding regarding the agreed-upon actions. It helps maintain clear communication and ensures that both parties agree on the action points discussed.
Prevents Resolution Delay: Prompt follow-up streamlines the resolution process and prevents delays in addressing customer inquiries or issues. It allows you to address any outstanding concerns, provide updates on progress, and take necessary actions to achieve a resolution quickly.
Mitigates Complaints and Negative Reviews: Quick resolutions can turn potentially negative experiences into positive ones, decreasing the chances of complaints or negative reviews. Satisfied customers are less likely to express dissatisfaction publicly, maintaining a positive image for your business.
Additional Engagement: Follow-up interactions provide additional touchpoints with customers. These interactions can be leveraged to gather feedback, address additional needs, or inform customers about other products or services, deepening the relationship.

Why is it important to follow up actions when delivering customer service?

Reliability: Prompt follow-up demonstrates reliability. It shows that you take the commitments made during the call seriously and are dedicated to fulfilling them promptly.
Customer-Centric Approach: Timely follow-up indicates that your business prioritises customer needs and is dedicated to ensuring customer satisfaction. This customer-centric approach is appealing to current and potential customers as it emphasises their importance to the busines..
Clear Communication: Following up promptly ensures that there is no ambiguity or misunderstanding regarding the agreed-upon actions. It helps maintain clear communication and ensures that both parties agree on the action points discussed.
Prevents Resolution Delay: Prompt follow-up streamlines the resolution process and prevents delays in addressing customer inquiries or issues. It allows you to address any outstanding concerns, provide updates on progress, and take necessary actions to achieve a resolution quickly.
Mitigates Complaints and Negative Reviews: Quick resolutions can turn potentially negative experiences into positive ones, decreasing the chances of complaints or negative reviews. Satisfied customers are less likely to express dissatisfaction publicly, maintaining a positive image for your business.
Additional Engagement: Follow-up interactions provide additional touchpoints with customers. These interactions can be leveraged to gather feedback, address additional needs, or inform customers about other products or services, deepening the relationship.

Why is it important to take notes during a call?

Record Keeping: Logging caller details and call information in your CRM system ensures accurate record-keeping. It provides a comprehensive history of interactions with the caller, which can be valuable for future reference and follow-up.
Personalised Interactions: Having detailed notes about the nature of the call allows for personalised interactions in future communications. It enables customer service representatives to tailor their responses based on the caller's previous inquiries or concerns.
Efficient Follow-up: Recording call details facilitates efficient follow-up actions. It ensures that any commitments made during the call are documented and can be easily referenced when following up with the caller or addressing their needs.
Team Collaboration: Keeping detailed notes allows for seamless collaboration among team members. It ensures that all relevant information is accessible to team members who may need to assist the caller in the future.
Enhanced Customer Service: Having a record of the caller's details and the nature of their call enables customer service representatives to provide more informed and efficient service. It demonstrates attentiveness and professionalism in addressing customer inquiries.
Analytics and Reporting: Data entered into the call handling system or CRM database can be used for analytics and reporting purposes. It provides insights into call volumes, common customer issues, and overall trends that can inform business decisions and strategies.
Aids in Training and Quality Assurance: Reviewing call notes can be an effective tool for training new staff and conducting quality assurance assessments. Notes provide real-life examples of customer interactions that can demonstrate best practices or areas needing improvement.

Why is it important to take notes during a call?

Record Keeping: Logging caller details and call information in your CRM system ensures accurate record-keeping. It provides a comprehensive history of interactions with the caller, which can be valuable for future reference and follow-up.
Personalised Interactions: Having detailed notes about the nature of the call allows for personalised interactions in future communications. It enables customer service representatives to tailor their responses based on the caller's previous inquiries or concerns.
Efficient Follow-up: Recording call details facilitates efficient follow-up actions. It ensures that any commitments made during the call are documented and can be easily referenced when following up with the caller or addressing their needs.
Team Collaboration: Keeping detailed notes allows for seamless collaboration among team members. It ensures that all relevant information is accessible to team members who may need to assist the caller in the future.
Enhanced Customer Service: Having a record of the caller's details and the nature of their call enables customer service representatives to provide more informed and efficient service. It demonstrates attentiveness and professionalism in addressing customer inquiries.
Analytics and Reporting: Data entered into the call handling system or CRM database can be used for analytics and reporting purposes. It provides insights into call volumes, common customer issues, and overall trends that can inform business decisions and strategies.
Aids in Training and Quality Assurance: Reviewing call notes can be an effective tool for training new staff and conducting quality assurance assessments. Notes provide real-life examples of customer interactions that can demonstrate best practices or areas needing improvement.

Why is being open-minded important in communication?

Attentiveness: Treating each call as a new opportunity ensures that you are fully present and attentive, actively listening to the caller's concerns and providing focused assistance.
Problem-Solving: Viewing each call as a blank canvas allows customer service representatives to approach each interaction with fresh eyes and an open mind. This encourages creative problem-solving and innovative solutions to address customer issues effectively. By not being bound by previous methods or assumptions, representatives can tailor their responses to each customer's needs, ultimately leading to higher satisfaction and more successful outcomes.
Positive Attitude: Starting each call with a positive and open mindset sets the tone for a constructive and engaging conversation, fostering a positive customer experience.
Flexibility: Approaching calls with a fresh perspective allows flexibility in adapting to each caller's unique needs and circumstances, ensuring a tailored and responsive service experience.
Continuous Improvement: By treating each call as an opportunity for growth and learning, you can identify areas for improvement, refine customer service skills, and enhance overall service delivery.
Customer-Centric Focus: Prioritising each call as a fresh opportunity to serve the customer reinforces a customer-centric approach, placing the caller's needs and satisfaction at the forefront of the interaction.

Why is being open-minded important in communication?

Attentiveness: Treating each call as a new opportunity ensures that you are fully present and attentive, actively listening to the caller's concerns and providing focused assistance.
Problem-Solving: Viewing each call as a blank canvas allows customer service representatives to approach each interaction with fresh eyes and an open mind. This encourages creative problem-solving and innovative solutions to address customer issues effectively. By not being bound by previous methods or assumptions, representatives can tailor their responses to each customer's needs, ultimately leading to higher satisfaction and more successful outcomes.
Positive Attitude: Starting each call with a positive and open mindset sets the tone for a constructive and engaging conversation, fostering a positive customer experience.
Flexibility: Approaching calls with a fresh perspective allows flexibility in adapting to each caller's unique needs and circumstances, ensuring a tailored and responsive service experience.
Continuous Improvement: By treating each call as an opportunity for growth and learning, you can identify areas for improvement, refine customer service skills, and enhance overall service delivery.
Customer-Centric Focus: Prioritising each call as a fresh opportunity to serve the customer reinforces a customer-centric approach, placing the caller's needs and satisfaction at the forefront of the interaction.

Phone Answering and Etiquette

Chapter 1: Better Helpdesk Management

1. Use a professional call handling service

2. Give your team the right training

3. Ensure your help desk is adequately staffed

4. Give your team the equipment they need

5.Provide incentives for excellent telephone service

Chapter 2: Phone Etiquette

6. Ask the caller for their name

7. Ask the caller how they would like to be addressed

8. Be friendly, welcoming and professional

9. Speak clearly and pronounce each word

10. Avoid slang and jargon

11. Avoid using the speakerphone

12. Pay attention and listen

13. Don't guess - ask callers to repeat themselves if necessary

14. Be empathetic

15. Smile – be aware of how mood affects your tone of voice

16. Say please and thank you

17. Don't lose your temper

18. Request permission before putting a person on hold

19. Seek permission before transferring the call

Chapter 3: Better Phone Service

20. Prepare yourself before every phone call

21. Answer the phone every time

22. Answer calls promptly

23. Introduce the business and yourself

24. Be helpful – offer solutions to all the caller's concerns

25. Don't end a call without a positive outcome

26. Summarise the conversation before ending the call

Chapter 4: Following Up Phone Calls

27. Don't trust your memory – make notes throughout the call

28. Return calls when you say you're going to

29. Follow up the call promptly

30. Log the call details straightaway

31. Treat every call as a blank canvas

We’re here to help. What would you like to know?