Tagged with: Telephone Etiquette

Great Greetings in Transition: How to Answer the Phone During a Merger

By | 01.22.2013 |

Your telephone greeting sets the tone for the call and can leave a lasting impression. The best phone greetings include a friendly salutation, your company name, and an offer of assistance. However, Watercooler reader Kisha brought up an interesting question: How do you phrase your greeting when your business is undergoing a merger? She writes:

Our company was just purchased by a larger company. We are trying to write a greeting that uses both the new company name and the former name for a transitional phase. Calling the company solely by the old name is inaccurate but using just the new name is scary since many callers haven’t received the “merge” letter notifying them of the change. How would you suggest doing this?

Going through a merger, re-branding, or other name change can be exciting — even Ruby started out ten years ago as “Worksource, Inc.,” a name that didn’t quite fit us. But it can also be confusing to customers or, as Kisha put it, downright scary.

Preserve customer confidence by easing them into the switch. Try including both company names in your telephone greeting:

Hello! Thank you for calling ABC Company and XYZ Industries. This is Ruby. How may I help you?

After a few months, once your customers are familiar and comfortable with the new name, feel free to drop the old name entirely!

Questions about how your company can make the best first impression over the phone? Ask away in the comment section below!

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What’s in a Name? Great Opportunities to Connect with Your Customers!

By | 09.26.2012 |
Photo by Jurgen Tesch

Wherefore art thou Jim?

You’ve heard it before, and you probably know it to be true from personal experience: People love hearing their names. As a businessperson, using your customers’ names is a not-to-be-missed opportunity — it’s an incredibly easy way to show you care. Here are three ways to use a customer’s name to create a connection:

Say it! Ask your receptionist to screen and announce calls when transferring them to you, so you’re able to greet current clients with exuberance (“Hello, Mary! It’s so wonderful to hear from you! How have you been?”) and wow potential clients from the get-go (“Hi, Tom! Thank you for calling! My name is Phoebe. How may I help you today?“). When you’re expecting a client in the office, let your team know, and encourage them to address your guest by name. The staff at my dentist’s office is great at this — any time I stop by for an appointment, I’m greeted with a friendly “Hi, Phoebe!” by everyone I interact with. This simple show of warmth and friendliness makes me feel great, even when I know I’m about to get a filling. That says a lot!

Write it. Sending a client a handwritten, hand-addressed notecard is an easy but powerful way to show you care. Always begin emails with a greeting that includes your client’s name, and skip generic greetings like “Dear Customer.” Be sure to triple-check your spelling when writing a customer’s name, as a misspelled name is likely to cause offense.

Search for it. Is your customer a business owner? Use the Internet to search for the business by name. You might find a website or Facebook page for the business, both of which can help you get to know your customer better. Or perhaps an Internet search will reveal that the business has received recent press for an achievement  — what a great opportunity to send a congratulatory card or gift! Maybe your client has a web presence of her own — let’s say she’s a food blogger in her spare time. Read her recent posts before your next meeting, and make a point of chatting about them with her. Sure, you don’t want to drudge up embarrassing old yearbook photos, but doing a bit of Internet investigation about a client’s company or interests can help you find excellent opportunities to connect.

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Build Customer Confidence by Showcasing Your Listening Skills

By | 09.18.2012 |
Listening
Photo by Davi Sommerfeld

When chatting with customers face-to-face, it’s easy to show you’re listening to their concerns and ready to help. Mix eye contact, a smile, and maybe a nod or two in with a helpful conversation, and Bam! Rapport established! Those smiles and nods don’t work as well over the phone, but letting callers know you’re paying close attention is just as important as connecting with customers in person.

The next time you’re on a phone call with a client or potential customer, try using these three easy tools to let ‘em know you’re listening:

Restate. When a customer has a lot to say, paraphrase it back in your own words. Restating will show the customer you’re listening closely, and help you fully understand the customer’s needs. Restating is a must when taking down a custsomer’s contact information — always repeat telephone numbers, addresses, and any numerical information customers give you over the phone, and confirm street names, city names, or any easily-confusable words, to be sure you’re able to get in touch with the customer. When it comes to typing phone numbers and email addresses, one slip of the finger could mean a lost sale!

Relate. When customers share personal info, consider it a chance to connect! Whether it’s a mention of a marriage proposal or just an off-hand comment about next weekend’s plans, always acknowledge a personal revelation, and ask a question or two get to know your customer better. People do business with people they like, and who doesn’t like a bit of attention? Show your customers you care by taking the time to engage in a little friendly chitchat when you have the chance.

Recognize. There’s no simpler way to show you’re listening than to use your caller’s name. Try repeating names as soon as they’re given to you. A simple “Thank you, Shelly!” is a great way to get the job done. People love hearing their names for all sorts of reasons, and when you address a customer by name, you build rapport and show you’re paying attention.

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Receptionist Etiquette: Setting Great Expectations for Callers, Part 3

By | 10.05.2011 |
Telephone

Photo by Nate Steiner

Today, our virtual receptionist team shares another tip for setting solid expectations for callers: Know your employer’s preferences. Perhaps your boss checks her voicemail regularly, but rarely reviews her email — guiding callers toward voicemail is likely to ensure a quicker response time. Or maybe it’s just the opposite: The boss favors email over phone conversations, and encouraging callers to email her directly is the way to go. Knowing what your employer prefers can help you help your callers, and make life easier for your boss to boot!

The live virtual receptionist team at Ruby® takes pride in providing quality information to our clients and their callers. Our phone answering pros can gather important information before transferring calls, such as an account number or company name. If you’re a voicemail fan, we’re happy to route calls to voicemail, and each time we do, you’ll be emailed a .wav file of the voicemail message and a receptionist-written email containing the caller’s name and caller ID (plus any other info you’d like us to gather before transferring). The Rubys are tops at taking messages, too. Want us to collect an email address with every call? No problem! Got a few questions you’d like us to ask potential new clients? We’re great at that!

Knowing our clients’ needs and preferences allows us to give callers the best experience possible, and helps us provide the exact service our clients seek. Talk about a win-win! We Rubys encourage all of you skilled receptionists out there impress your boss and boost your callers’ satisfaction by learning your employer’s preferences and guiding callers accordingly.

We hope this series of tips has helped you shine like a Ruby! Are there any topics you’d like to see addressed on our blog? Leave a comment below — we’d love to know what you’re interested in reading about!

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Receptionist Etiquette Tip: 3 Tips for Verifying Names Politely

By | 08.03.2011 |
Typewriter

Photo by Rick Prelinger

Verifying the spelling of a caller’s name can be a tricky, especially if callers expect you to be familiar with them. The talented virtual receptionist team at Ruby® suggests leaving out verification when possible, but there are some instances where correct spelling is a valuable boon. Say, you’re sending an email to follow up with a potential client after a call; addressing Cathy as Kathy just won’t do. Our remote receptionists are adept at gathering information gracefully in any situation. If verifying callers’ names is part of your job, check out these three tricks of the telephone answering trade:

Take a guess. Are you familiar with the caller’s name? Take a crack at spelling it.

“Smith, that’s S-M-I-T-H, correct?”

If you’re right, you’ve saved the caller a bit of trouble. And even if you’re off by a few letters, you offer a jumping-off point.

“Actually, it’s S-M-Y-T-H.”

“Great! Thank you.”

If you’re unfamiliar with the caller’s name and not comfortable taking a guess, start with a polite question like “Would you mind spelling that for me?” Then, spell the name back to the caller for confirmation. Lots of letters sound alike, so when confirming spelling, use words to clarify letters (“Is that T as in Tomorrow?”). Our phone answering pros keep a spelling alphabet handy for just this reason. 

Use Caller ID. Caller ID may be helpful when verifying a name. If the caller’s name matches the name shown on caller ID, try prompting the caller with the name spelling shown there. Caller ID isn’t always correct — don’t use it as a replacement for verification — but it can be a great tool for verifying spelling.

Handling hesitation. When a caller hesitates to verify information, try politely explaining that you’ve been asked to verify the information you collect, and that you’d hate to pass along incorrect or incomplete information. Then, ask for the information again.

“I’ve been asked to verify spelling before transferring calls, and I’d hate to pass along your information incorrectly. Would you mind spelling your last name for me?”

Sounds pretty sweet, right? A little politeness goes a long way over the telephone.

What are your info-collecting tips? Share your knowledge with our virtual receptionist crew by leaving a comment below!

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Telephone Etiquette: 3 Tips for Hosting a Conference Call

By | 07.28.2011 |
Conference Phone Call

Photo by Andres Rueda

The virtual receptionist team at Ruby® has helped you become a superb conference call participant, but what if you’re the host? First off, if you’re seeking a conference call service, we love FreeConferenceCall.com. Next, our telephone answering champs have a few solid tips for hosting a flawless conference call. Check them out!

Plan time for Q&A. Designating time for questions is a great way to limit interruptions. Let your participants know there’ll be Q&A time at the end of the presentation, or at various intervals throughout — whichever you prefer. It’s as easy as adding a helpful statement like these to your introduction:

“I’m happy to address any questions at the end of today’s presentation.”  

“I’ve set aside time for questions at the end of each segment.”

Interruptions? No problem! If a participant joins the call late, asks a question outside of Q&A time, or broaches a topic you’re about to cover, address the interruption quickly and continue with your presentation.

“Great question! I’ll be sure to answer it at the end of this segment.”

“Welcome to the call! I’ll be happy to get you caught up at the end of today’s presentation.”

“Great question! I’ll be addressing that topic in just a few minutes.”

Limit repetition. When a participant has questions about a topic you’ve already covered, offer to talk about it at the end of the presentation, or take it offline and address it in a one-on-one phone conversation or email. That way, you’re sure to cover the basics during the allotted time, and give additional information to any participants who want to learn a bit more.

Do you have any advice for conference call hosts? Our remote receptionist team would love to hear it! Please share your tips in the comments section below.

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Phone Etiquette Tip: 4 Steps to Speakerphone Success

By | 07.12.2011 |

Photo by Stewart Chambers

At our virtual receptionist service, the Ruby® crew takes pride in being charming, friendly, and professional during every call. Our telephone answering connoisseurs usually chat with callers one-on-one, but we revel in the chance to wow a group of people when we receive the occasional speakerphone call. If you use a speakerphone often, try these four tips to add a little Ruby-style charm to your routine:

Ask first. Before placing someone on speakerphone, ask permission, and introduce anyone in earshot. “Would you mind if I put you on speakerphone? Tim and I are in the room, and I’d love for him to be a part of our conversation.” If the person you’re speaking with doesn’t wish to be placed on speakerphone, don’t put ‘em on speakerphone! It may not be the most convenient thing for you, but you’ll build rapport by respecting your colleague’s wishes. 

Introduce. If you need to generate a call on speakerphone, always alert the person you’re calling right off the bat, and include an opt-out:

 “Hi, Susan! I have you on speakerphone because I am driving. Please let me know if you have any trouble hearing me.”

“Hi, Kevin! Claire and I are here, and we have you on speakerphone. If this is a bad time for you, just let us know!”

Broach the subject. If you receive a call and hear that telltale speakerphone echo, try inquiring with this polite question: “May I ask if I’m on speakerphone? I’d love to say hello to anyone who is part of the conversation!”

Limit background noise. When on the speaker-end of a speakerphone call, be mindful of any noise you create — if you’re rustling papers or moving about the room, you may sound like you’re not devoting your attention to the folks you’re chatting with.

Do you have any speakerphone etiquette tips to share with our phone answering team? Leave a comment below!

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Receptionist Etiquette Tip: Skip That “At”

By | 04.07.2011 |

You may have been scolded in the past for ending a sentence with a preposition, but there’s no real rule against it. (Read more about this grammar myth here.) However, our virtual receptionist staff strives to sound professional in every exchange, and we typically nix one preposition from the ends of our sentences: at. Here are three common examples of when Ruby®‘s phone answering pros would pass on ending with a preposition:

     What is the best phone number to reach you at?

     When should we meet at?

     Where is the conference going to be held at?

What do these three sentences have in common? The at can be lopped off of all of them without changing the meaning, and they sound a heck of a lot better without it. Check it out:

     What is the best phone number to reach you?

     When should we meet?

     Where is the conference going to be held?

It’s amazing how one little change makes such a big difference! There’s technically nothing wrong with ending a sentence in a preposition, but ending in at rarely adds anything but awkwardness to a sentence. Since a lot of folks view the preposition myth as fact, and since ending a sentence with at can sound a little unprofessional, our virtual receptionists usually skip it when answering phones.

Have any grammar or style tips to share? We’d love to read them — comment away!

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New to the Ruby Blog: Ask a Virtual Receptionist!

By | 03.25.2011 |

We’re adding a new feature to the Ruby® blog called “Ask a Virtual Receptionist!” We’re tackling frequently asked questions and submissions from Twitter, Facebook, and, of course, our faithful blog readers — each answered by one of our trained virtual receptionists!  

I’d like to kick off the new segment with an example of a question our phone answering pros hear on occasion: “Did he get my email?”  

Virtual receptionist Marie R.

Virtual receptionist Marie R.

A simple question, but tricky for any receptionist (in-house or otherwise!) to answer. “I don’t know; I don’t have access to his email,” is an honest response, but it can sound unfriendly or unprofessional. So how would a Ruby respond? Let’s ask one of our virtual receptionists, Marie R.!  

What would you do if someone asked: “Did he get my email?”  

Marie R.: “I would say, ‘I would be happy to see if he is available to speak with you about your email. Just one moment, please.” And if the other party wasn’t available, “He is away from his phone at the moment. I would be happy to send him a message, and he can confirm that he received your email.”  

There you have it! Each virtual receptionist may have a slightly different response up her sleeve (it wouldn’t be sincere if they were all the same!), but every Ruby is just as pleasant and willing to help.  

Do you have a question for Ruby? If you’ve got a question, Ruby’s got a friendly, professional-sounding answer — all you have to do is ask!  

Post in the comment section below or email katie@callruby.com for your chance to be featured on the Ruby blog!

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3 Reasons to Follow a Phone Call With an Email

By | 03.24.2011 |

Follow every phone call with an emailAt Ruby® Receptionists, we’re not just about phone answering — from our virtual receptionists to our managers, the entire Ruby crew is constantly seeking new ways to impress our clients, our callers, and everyone we interact with. We’re not your typical answering service, and we’re always looking for ways to show it. One way our Client Services Team shows their devotion to excellent customer service is by following every phone call from a client with an email to that client. Here are three reasons why you might want to do the same:

1. To riterate information. A follow-up email is a great way to make sure your client is heading in the right direction. If you relayed a telephone number, web address, email address, driving directions, or, well, just about anything during your conversation, do your client a favor and send an email with that same information. A post-call email is the perfect way to confirm an important date or meeting, à la “Nice chatting with you today! I’m looking forward to our lunch on the 12th.”

2. To provide additional information. Forget to mention a bit of helpful info during your conversation? No worries! Include it in your follow-up. It takes just a minute or two to write an email, and the information you include might be a big boon to your client. Who doesn’t appreciate a bit of extra help?

3. To wow ‘em. Maybe there’s more you’d like to say after a phone call ends, and maybe not — it really doesn’t matter. Regardless of whether it’s four paragraphs or just a few words, a follow-up email is an excellent way to show your client you care. Kind sentiment goes a long way these days, and considering how easy it is to send an email, there’s just no reason not to follow a conversation with a friendly message. And you don’t have to rack your brain coming up with something to write — a simple “It was great to talk to you” goes a long way.

Do you follow up every phone call with an email? Tell us how it’s working for you in the comments below!

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