It is not what you say, but how you say it by CSnotepad call answering service of Brighton & Hove, Sussex

Thursday, July 11th, 2013

Interested in using our call answering service? Click here.

Nothing can be worse for your business than mistakes that drive customers away. So in this extremely competitive market it is crucial to ensure that you and your employees are treating clients with a certain level of professionalism at all times. Of course in person it is far easier to make a good impression, but over the phone one small rude remark or an unhelpful manner could send your customers running straight to the competitor.

Why not stop and take a listen to how you and your employees are answering each incoming call? Are you speaking clearly and with a polite and helpful approach?

When your telephone is answered, do you simply give the company name followed by “Can I help you?” A far better way to handle this part of the call and one that all of our virtual receptionists have been trained to use is the company greeting followed by “How may I help you?” or “How may I assist you?” Answering the telephone professionally will allow whatever conversation you are about to have to get off on the right foot, whether it is a new enquiry or a regular client.

Remember that manners count!

Why not go one step further in your greeting by thanking your clients for taking the time to call your business, for example “Hello, thank you for calling CSnotepad call answering service, how may I help you today?” This simple acknowledgement lets your clients know that you are there to help them and that everyone who answers the telephone is motivated and welcoming.

As you can tell, this polite introduction shows that your company understands the right etiquette, and lets your clients see that you are a highly professional service. On the other hand if you started out with “Hi, CSnotepad, what can I do for you?” It has similar connotations but may well have your client assuming that your employees are not trained particularly well.

It is not just the introduction to a call that is important.

Even when people manage to answer the telephone properly, sometimes when the time comes to answer a simple question or to transfer the call people can lose their grip. Far too often they say to the client “Hang on I’ll get him” or equally bad “Hold on a sec, Mr X is just making a cup of tea.” To start with your clients do not need to know where Mr X is and what he is doing, only that he is unavailable to take the call. A much better way to handle these situations is “Please hold while I see if Mr X is in the office today” or “Mr X is away from his desk at the moment, may I take a message and ask him to return your call?”

Good telephone etiquette is a vital part of your business.

Taking care of your customers over the telephone and making them feel well informed and appreciated is essential. Bear in mind also that in many cases, it’s not what you say, but how you say it that counts. Clients will always be expecting a proficient and courteous manner when calling a company.

A major benefit of using trained professional virtual receptionists is that you can always be sure your callers are receiving the best experience of your company.

Interested in using our call 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 - 3:00pm
  • CSnotepad
  • Gemini House
  • 136-140 Old Shoreham Road
  • Brighton
  • East Sussex
  • BN3 7BD