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The Three Steps of Phone Etiquette

Here are some steps to speaking comfortably with customers on the phone.

Whether or not you employ the services of call centers for your business, it’s key to know how to properly address a customer on the phone. It’s no secret that first impressions are powerful, which is why having the right tools in phone etiquette can give customers a good impression of your business. Here are some steps to speaking comfortably with customers on the phone.

Welcome First

You should always start by welcoming the customer to your call. This serves tow purposes. First, it sets the right tone for the following conversation. Second, it is an opportunity for you to convey key information. You can tell the customer your business name, the name of the particular department, etc. This will let the customer know right away if they have reached the right department, and they will also remember who your company is even if they dialed you by mistake.

Clear voice

The biggest factor in phone etiquette is being able to be heard clearly. Since the person on the other line can’t see you, they don’t have any visual cues to help understand what you are trying to explain. Therefore, it is key that you annunciate each word without mumbling and that you talk at an appropriate volume. Of course, you don’t want to end up shouting at the customer, but start at your normal speaking tone or slightly louder, and if the customer asks you to repeat yourself, make sure that you speak even more clearly than you did before. It is also helpful to repeat back to the customer what they told you to confirm that they are giving you the right information

Customer Name

Talking to a customer can be awkward and stressful, especially when cold calling a stranger. It’s important to maintain a friendly and personal connection. The best way to do that is by asking for the customer’s name and using it often during conversation. Nobody likes the feeling that they are talking to a cold, impersonal corporation, which is why something as simple as addressing somebody by their name is so meaningful. In fact, many studies have shown that people are psychologically wired to listen more carefully when addressed by their name.

Contact TeleRep Today!

If you are ready to install a call center service for your business, TeleRep is here to help. If you still have more questions, our trained professionals are ready to answer them. We know how important customer feedback is to you and your business, so let them know that you care with an answering service. To learn how TeleRep can help you today, visit us online or give us a call at 1-800-638-2000. To keep up with our work and to see what we have been up to, be sure to follow us on Facebook, Twitter, LinkedIn, and Pinterest.

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