Hold the Phone! 3 tips on Business call etiquette2014-11-20
Managers all experience challenge in their day-to-day operations but when it comes to running a call centre, the challenges could prove to be a bit more difficult.
Managing a team of people who provide advice and support in a particular field needs a certain level of skills and dedication and perhaps passion for what you do.
"If you are the owner of a small business, make sure that everyone who talks to customers on the phone, or answers the business line, is trained," said Gail Goodman, president at communications and phone training company ConsulTel.
Training is key. Your team can never stop learning as they need to be able to be one step ahead of the customer and also provide them with the best advice possible.
To start, Goodman provided the following phone etiquette tips on the do's and don'ts of call center customer service for small businesses.
1. Consistency is key.
Have everyone answer the business line consistently. If it's an in-bound call, all the customer wants to know is that they got the right number. Your "hello" should be brief. Train staff to mention the company and then their own names. "How can I help you?" is assumed, so don't waste precious time adding those five words. "Hello, Mary's Mittens, this is Becky," is sufficient.
2. Never interrupt.
Don't interrupt a complaining customer. It can be really, really hard to do this, but make sure that your team is trained to listen to the whole problem. No matter how long it takes. Even if call center employees will eventually hand off the call to another member of your staff, listening to the whole story is important, so the customer feels taken care of.
3. Get to know the hold button.
Does everyone know how to use your phone system? The hold button is your friend. Never put the phone to your chest to muffle the mouthpiece so you can speak amongst yourselves. Clients may hear things you don't want them to hear.
Whether your leading a team of 5 or 35 staff in a call centre, these tips are vital to keep in mind should you want your call centre to run smoothly and efficiently.