Owning a business through a recession can be tough. You need to make the most of your daily interactions and contact with customers to ensure that they are satisfied and willing to return. In order to keep your customers happy, you’ll need to enforce some important customer service guidelines for your employees. Many businesses are making or receiving phone calls daily, and this is the perfect opportunity for you to impress your current and future customers. To make the most of each phone call, make sure your employees are polite and courteous on each call.
Introduction A phone introduction is courteous to the caller. If your employees are making the phone call, the recipient will most likely like to know immediately who is calling them and what it’s in reference to. If your employees are cold calling individuals, they should be honest and upfront about the nature of the phone call. On the other hand, when your employees are answering phone calls, they should also have a quick introduction to let the caller know they’ve called the right business. Many people will become confused if they’re greeted with only a Hello and may think they dialed the wrong number. A simple thank you for calling, how may I help you?does wonders for a business.
Transferring Calls Many times a caller will want to speak to a manager or specific department, making it necessary to transfer their call elsewhere. Transferring lines can be tricky because some employees don’t understand how to handle a transfer. A simple one moment then hitting transfer just doesn’t cut it. Customers can become confused and frustrated if their call is in limbo for too long. Have your employees explain the reason for transferring the call, it may be the wrong department or possibly something only a manager can answer. Once the customer understands the need to be transferred, your employee should give the name and extension of the new contact in case the call is somehow dropped, that way they can call back and know exactly who they need to be speaking with.
Proper Goodbye This is your company’s last chance to make a good impression on the customer, so a proper and helpful goodbye is very necessary. Once the customer seems satisfied with their phone call, have your employee ask Is there anything else I can do for you?This makes your customer feel taken care of. Using these three etiquette techniques will help you provide the best customer service to your customers.