‘Hey, let’s move this along’: how to manage calls efficiently by CSnotepad telephone answering service of Brighton & Hove, Sussex

Monday, June 3rd, 2013

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Have you ever wanted to say to a caller, “Hey, let’s move this along?” Sometimes, it seems like our customers will never end the call. If there are calls queuing, long winded customers can make our lives very stressful. To manage calls more efficiently there are a few simple steps to follow.

You must be fully present on the call from the moment you respond. Customers will quickly sense if you are not paying attention or appear anxious to get off the call. They want to feel valued, and they need to feel they can trust you before they can move forward to resolution.

Do not try to rush information out of customers or immediately interrupt them e.g. by asking for account numbers or product codes. If you explain the reason why you need this information, they are less likely to be annoyed and more likely to cooperate. For example, you might say, “I am sorry to interrupt, but may I have your account number? That way I can resolve your issue more quickly.” Taking time to explain this is guaranteed to save you time on the whole call.
Customers need to feel you get their issue. If they don’t feel you are listening attentively, they will repeat their information again and again and delay you from completing the call. You can demonstrate that you are listening by acknowledging the customers’ problems as you hear them. A specific acknowledgment statement advances the call. It shows you really understand the entire problem and the inconvenience it is causing. “OK” is not a good acknowledgment, and it doesn’t demonstrate you understand. Without understanding, calls stagnate. As your customers see that you understand, they begin to trust you and feel comfortable moving forward with the call.

Always summarise slowly the plan of action in short concise statements. The more you pause between your statements, the more your listeners will absorb. If you speak quickly, customers will miss some of your points, and invariably, they will ask you to repeat. Customers will also have the chance to correct you if you have left anything out and even if you have overlooked some points, they will see that you are trying to be accurate. To end your call, start using the listener’s name and start speaking in the past tense.

Managing a call efficiently means more than just getting the caller off the line. It means protecting the relationship by showing callers you value their business and are listening. Every CSnotepad telephone answering agent will utilise these steps naturally and without thinking.

Interested in using our telephone answering service? Click here.

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Call 01273 741400 or email info@csnotepad.co.uk
Opening Hours *Telephone answering is available for customers 24/7
  • Monday 8:30am - 6:00pm
  • Tuesday 8:30am - 6:00pm
  • Wednesday 8:30am - 6:00pm
  • Thursday 8:30am - 6:00pm
  • Friday 8:30am - 6:00pm
  • Saturday 9:00am - 5:00pm
  • CSnotepad
  • Gemini House
  • 136-140 Old Shoreham Road
  • Brighton
  • East Sussex
  • BN3 7BD