Did you know that a 5% increase in customer retention can cause a 25% increase in profit?
Customer service is one of the most important aspects of any business. It can help build your brand and keep customers coming back.
So, when customers call your customer service line, you want them to have an excellent experience. You want your customer service agents to handle any issue that comes up, no matter how small or large.
If you are wondering how to practice professional phone etiquette, this short and simple guide is for you.
Use the Right Equipment
To sound professional, you need to have the right equipment.
Make sure that your phone has a good-quality microphone and speakerphone so your voice comes through clearly. You can also invest in a headset or earbuds to make sure that callers don’t hear background noise while they’re talking.
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Be Friendly and Helpful
One business phone etiquette tip is that customers want to feel like they’re being heard by someone who cares about them as a person.
The best way to do this is by having a genuine concern for their questions and concerns. This doesn’t mean you should be overly sympathetic or too eager to please.
Just make sure that you’re genuinely trying to help them, and they’ll appreciate it.
Use Their Name When Speaking With Them
A tip for how to talk to customers is to make sure that they know you care about them.
One of the best ways to do this is by remembering their name and using it when addressing them. It doesn’t have to be anything elaborate; just make sure you don’t call every customer sir or ma’am.
This makes them feel like they’re being treated as individuals rather than just another number on your phone log.
Listen Closely When They Speak
When you’re listening to a customer, it’s important to pay attention.
Don’t just wait for them to finish talking so that you can start your next sentence. Try to understand what they’re saying before responding.
This will help ensure that your responses are accurate and appropriate for the situation.
Use Your Companys Voice
Many businesses use scripts or templates for their customer service calls. This is fine as long as those templates don’t sound like they’re coming from a robot!
Make sure you stick to the same script when talking on the phone. This will ensure that each caller doesn’t get different answers depending on who picks up the phone.
It also means that your brand’s personality comes through clearly in every call.
Use These Tips to Have Professional Phone Etiquette
Professional phone etiquette doesn’t just help you sound like a pro. It also makes your company look good.
When you’re on the phone with customers, vendors, or colleagues, people are listening to how you talk and what you say. They’ll notice the way you treat them and whether they feel respected by your words and tone.
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