Phone Etiquette
I have been answering phones for over a decade now. I have become quite good at it. I have dealt with the over-chatters, the irate and the confused. Mostly, however, I speak with the typical businessperson that simply needs to talk to someone who can help him or her. Over the years, I have learned a few things about talking on the phone. Though we could get very detailed, the following two tips will usually bring forth happy customers.
First, be confident and speak clearly. Greet the customer cheerfully (though not obnoxiously) and offer your name. People like to know that they are talking to someone that actually help him or her…especially in a day of voice mail and automated greetings, by the time they get to you, they have already been through a maze of automated selections. Once they reach you, try to be concise and quick to help.
Second, relate with the customer. Go back to the Golden Rule. If you treat the customer the way you’d like to be treated, things will usually go well. You’ll always have that ONE person who just wants to be difficult. Let them know that you hear them, are sorry for their frustration and are doing everything you can to get the problem solved.
These two things have worked well for me over the years. AND, the cool thing is that it makes me a nicer customer when I am on the phone.
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