It is important to identify and clarify whose role it is to answer the phone to avoid confusion and chaos.
Before picking up a phone to make or receive a call – smile! The listener will notice the difference.
Try making and receiving all calls standing rather than sitting. The calls will be shorter and you will be in greater control.
It is much more than a "hello" or "good morning." Use your greeting to warmly welcome existing and potential customers to your business. Say your first name twice and your surname once … “Good morning, you are speaking with Paul, Paul Hanson ….”
It's not so much "what you say," but "how you say it," that truly matters to your customers - continue to provide important information but focus on the delivery.
Placing Callers on Hold
Establish a customer - friendly manner to place callers on hold without offending the customer.
Don't leave the caller hanging: let him or her know when and why you are transferring their call to another person.
Leaving and Taking Messages
Identify what an appropriate message is to leave for a customer, as well as, how to gather all the necessary information when taking a message for other people on their behalf.
Handling the Unhappy Caller
It is important that you keep their own cool when talking with an unhappy caller and work towards a mutually acceptable answer to the caller's concern.
Handling Tough Questions
Recognise how much information is okay to provide and when it is time to seek the assistance of another person.