Having a separate business number is the first step towards showing a professional image. In order to completely gain the trust of customers, it’s vital to follow through by providing a pleasant call experience. Here are some tips to help you avoid bad habits and keep your customers happy on the phone.
Answer 1800 number calls promptly
Don’t let the phone ring more than a few seconds before picking up the call. A common rule is answering your 1800 numbers on or before the third ring. Nothing says amateur more than letting your phones go unanswered for a long time. If you’re going to be working on the road or out on a meeting, route calls to your mobile so you don’t miss any calls.
Another option is choosing an 1800 number routing option that directs calls to another site or a live answering service to take messages for you when you’re busy. By configuring your calls to redirect after a certain number of rings, you can decrease the chances of your customers calling your competition since they’re going to be automatically forwarded to the next available person.
Do it right the first time
Based on recent studies, customers who pick up the phone to call a business have already decided on the sale by 60%. But if you send them straight to voicemail, or worse–don’t pick up at all, you would basically be turning away sales.
They say no one ever gets a second chance at first impressions, and this holds true with 1800 number phone calls as well. Phone calls are often the first interaction between you and your customers. At the beginning of every call, announce your name and get the caller’s name & number in case the call gets disconnected. Remember to call them by their name throughout the conversation to add a personal touch.
Consistency is the name of the game
Choose a greeting that reflects what your brand is about while keeping your clientele in mind. A luxury jewelry store may benefit from a formal phone greeting. On the other hand, a pet shop would do better with a casual, less formal approach to customers. Most of all, don’t forget to keep a polite tone and calm demeanor no matter what.
After deciding on a standard greeting for answering your 1800 numbers, make sure that you stick to it. A great way to do this is through a professionally recorded phone greeting like a Business Intro service. This may seem like a small thing, but returning customers will take notice if you’re consistent with your greetings. Remember that excellent customer service isn’t just about the big things, it’s exhibiting professionalism at all aspects of your service.
Listen and stay focused
Make sure that you make callers feel engaged for the entire duration of the call. Taking notes is a good practice, but don’t let it distract you to the point that you’re making them feel you’re preoccupied with something else. Having a call recording service with your 1800 number eases the pressure of writing down everything from the conversation.
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