This post was originally published on Attorney at Work
Are your customers having a sweet experience when they call your business? Or are callers running away screaming? Beware of these eerie etiquette gaffes:
Ask any Ruby virtual receptionist and they will tell you, creating community is not something we take lightly. From dressing up on Not-So-Casual Fridays to hosting volunteer opportunities and seasonal office functions, Ruby goes the extra mile to encourage intraoffice connections. However, while we have an arsenal of tools to create community within Ruby, it can be trickier to do so over the phone. I have compiled some tools that I use on a daily basis to foster those connections.
Responding enthusiastically and confidently to questions puts clients and potential customers at ease. But what if you don’t know the answer to a customer’s question right off the bat? Good news: A confident response is still within reach! Here are three tips for delivering a helpful, positive reply to a tricky question:
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?
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:
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:
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:
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!