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Casual Articles - Phone Answering Skills for Support Staff
If we lived in a perfect world, business would be business.It wouldn’t be tainted with destructive competition and the petty conflicts that are so prevalent in everyday transactions. But, as you know, we’re far from that ideal.We have to handle defensive people, who make us defensive, and then who call us, defensive! When we feel burdened by someone’s ego, we should to try to ignore the weight of it.There is one, simple techn
All businesses, no matter what their type, will receive mail. Bills, payments, invoices, merchandise, letters, and much more are sent from and delivered to businesses all around the world. While sending and receiving mail may seem easy enough it isn’t always, especially for businesses. This is why the development of mail services is important.Mail services being offered to a business are most commonly being provided by an individual or a
Being such an important business tool, the telephone, if used properly, can turn enquiries into long time business. When training new staff, make sure you spend time training them on how the calls should be answered. Here are some tips for you to consider:
1. Make sure every one in your company answers the same way – mentioning their name and the name of your company in a courteous way. For example: “Good morning name of your company this is Samantha, how can I help you?
2. Make sure that you smile and sit up straight when you answer. That will insure you speak clearly and send out a welcoming and positive voice to the person calling.
3. Answer the call by the second ring.
4. If the person the caller is after is on another line, give him an option of either waiting or taking a message.
5. If that caller decides to hold, make sure you give him feedback every 30 seconds to see if he still wants to wait or leave a message.
6. If the caller wants to leave a message, take his name, phone number and company name. If you don’t understand ask him to repeat or spell the name. This will make sure that your co-worker knows who he is calling back and asks for the right person.
7. When you take a message, make sure that the person it is for gets the message. Return your phone calls within 24 hours. If you are still waiting for an answer to a customer’s question, make sure you call that person and explain that you haven’t forgotten them and that you will get all the information to them as soon as possible. Keeping your clients informed of the progress of their request will be very appreciated and you will earn great respect from your clients.
People are more likely to talk about outstanding service than they are to talk about mediocre service. What are you doing as a business owner to get people talking? I hope you are not providing poor service, although that will certainly cause people to talk it won’t do anything towards creating a thriving business. No business owner wants to believe they are providing mediocre or poor service nor is it their goal, but what do we truly do to make
1. Make sure every one in your company answers the same way – mentioning their name and the name of your company in a courteous way. For example: “Good morning name of your company this is Samantha, how can I help you?
2. Make sure that you smile and sit up straight when you answer. That will insure you speak clearly and send out a welcoming and positive voice to the person calling.
3. Answer the call by the second ring.
4. If the person the caller is after is on another line, give him an option of either waiting or taking a message.
5. If that caller decides to hold, make sure you give him feedback every 30 seconds to see if he still wants to wait or leave a message.
6. If the caller wants to leave a message, take his name, phone number and company name. If you don’t understand ask him to repeat or spell the name. This will make sure that your co-worker knows who he is calling back and asks for the right person.
7. When you take a message, make sure that the person it is for gets the message. Return your phone calls within 24 hours. If you are still waiting for an answer to a customer’s question, make sure you call that person and explain that you haven’t forgotten them and that you will get all the information to them as soon as possible. Keeping your clients informed of the progress of their request will be very appreciated and you will earn great respect from your clients.
<The first part of this article discussed the necessity to research the company background, the industry competitors and the industry trends before attending a job interview. In this, the second part, we will focus on the preparation required to communicate at an optimum level with the interviewer.1) Determine the questions you are likely to be askedYou need to put yourself in the mind of the interviewer, acting on behalf of your pro
2. Make sure that you smile and sit up straight when you answer. That will insure you speak clearly and send out a welcoming and positive voice to the person calling.
3. Answer the call by the second ring.
4. If the person the caller is after is on another line, give him an option of either waiting or taking a message.
5. If that caller decides to hold, make sure you give him feedback every 30 seconds to see if he still wants to wait or leave a message.
6. If the caller wants to leave a message, take his name, phone number and company name. If you don’t understand ask him to repeat or spell the name. This will make sure that your co-worker knows who he is calling back and asks for the right person.
7. When you take a message, make sure that the person it is for gets the message. Return your phone calls within 24 hours. If you are still waiting for an answer to a customer’s question, make sure you call that person and explain that you haven’t forgotten them and that you will get all the information to them as soon as possible. Keeping your clients informed of the progress of their request will be very appreciated and you will earn great respect from your clients.
<1. Recognize your motivational enemies in a job search. They are: constant rejection, constant failure, and lack of control. Don’t let them make you inactive and lacking in confidence.2. Look forward, not backward: Every minute you spend thinking about your past job is a minute robbed from your future. And anyway, your previous employer is no longer paying you for thinking about them; you’re giving them free consulting time.<
6. If the caller wants to leave a message, take his name, phone number and company name. If you don’t understand ask him to repeat or spell the name. This will make sure that your co-worker knows who he is calling back and asks for the right person.
7. When you take a message, make sure that the person it is for gets the message. Return your phone calls within 24 hours. If you are still waiting for an answer to a customer’s question, make sure you call that person and explain that you haven’t forgotten them and that you will get all the information to them as soon as possible. Keeping your clients informed of the progress of their request will be very appreciated and you will earn great respect from your clients.
<Client satisfaction starts with meeting or beating the contractual obligations of the relationship. There are also some intangibles that can help you to over deliver to a client.MeetingsIn most organizations it’s easy to deliver additional value around meetings, because statistically, most companies run meetings poorly. Capture important notes during your meetings and then deliver your neatly typed notes consistently with your clien
8. Never put your clients on speaker phone. That is by far the rudest thing you could do to them. It will make them feel like there is no privacy in your conversation and may prevent them from telling you what their request is. If you must put them on speaker phone, ask their permission and let them know the reason why you must do it.
9. If you let your calls go to the company’s answering machine, make sure the message is professional and said slowly and clearly to insure that your customers understand the instructions to follow. Mention the name of the business, why they got the answering machine i.e. state the opening hours, or public holidays, etc. If for a public holiday, mention when you will re-open (day and time).
10. If the calls go to your personal voice mail, record a message each day mentioning the date and if you are in the office or not. If you are not, give an alternative to reach you. Either your mobile number or the number of a person that could help them in your absence, or your email address if you can access your account from a distance.
In a nutshell, the key to answer your telephone calls is uniformity (making sure everyone answers the same way), professionalism (answer phones promptly and with a smile) and being courteous (make sure the calls are returned in a timely manner and keep your customers informed of the progress of their request). If in doubt, think about how you would like to be treated if you were the one calling with a problem!
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