When working as customer support to any company, you become the face of the firm and represent it. That is why the employee is called the front line worker. A person with strong communication skills and various soft skills is considered for the position.
Speaking to the customer and managing their grievances is an art in itself. Not only are you supposed to be patient and listen to the problem, but solve it within a specific time limit. Certain phone etiquettes need to be followed to maintain the decorum of professionalism.
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Now getting back to you about the topic, here are some etiquettes to follow while on call.
30 second pick up
The caller goes through extensive IVR options to reach a human to have a conversation. Though the bot can solve a few queries, many people prefer human interference to be more appropriate. So when the customer spends so much time on the call, you are expected to answer it within the first 30 seconds of the call.
Some businesses might not afford the IVR process that doesn’t mean that the company can be exempted from this rule. Answering the call assertively ensures a step towards better customer satisfaction.
The introductory greetings
Saying “Hello” or “yea?” isn’t a formal or professional way to greet the customer as soon as you pick the phone. A welcoming wish like, “Thanks for calling, store name!” or “Good morning/afternoon/evening” is much more competent.
Follow it up with your introduction and ask them their query. For example, “Thank you for calling! I am (your name). How can I help you today?” These 3 simple sentences convey a lot of messages at once. You are wishing them, letting the caller know who you are and asking them their concern. Make sure the greetings are small and crisp in sentences, so it doesn’t waste much of either party’s time.
The art of speaking
A skilled person doesn’t only know when to talk but when not to talk. Surely, you might know the issue the customer faces in just a few seconds of the call. That doesn’t mean you bombard them with your solution and information. Let the caller finish first and then take the lead in providing the resolution.
Have you ever been on a call with someone who would breathe down the phone? It can be very frustrating, isn’t it?! Understand that you can sometimes be that person too. As you regularly take calls, it is common to forget to adjust the mic or place yourself on mute. Be assertive during the call.
The hold and end time
A golden rule of thumb, always ask for permission from the caller while placing the call on hold. Even when you know that the customer wouldn’t mind. It is the basic etiquette to follow. Certain callers might or might not prefer for whatsoever reason. So, stop assuming and start asking. The same rule goes when transferring the call too.
You’re doing great if you practise all of the above points! The customer is happy with the call already! But then comes the last part. Asking the customer whether their issues have been resolved or not. Regardless of what the solution has been, you are required to ask the question and get to know if they need any other information. This last question will satisfy the caller enough to either end the call or ask for more information.