What businesses need to know about telephone etiquette

What businesses need to know about telephone etiquette
In the digital age, customers demand that information be available at the click of a button. Businesses know this, and try their best to cater to the needs of on-the-go consumers and clients who don’t have the time to sit around and wait for service. However, in the midst of all this, we’ve lost touch with what’s really important when it comes to interacting with customers: That warm, personal touch that you can only get from truly top-notch customer service. When it comes to serving customers with style, nothing beats an answering service that’s going to be there for your client base 24/7. Each agent is trained in the art of phone etiquette and will never get snippy or short with a valued customer. If you feel like you could stand to learn more about the importance of telephone etiquette, here are a few things to keep in mind.

Good Phone Etiquette Means Repeat Service

Ask anyone who’s been put on hold for more than a few minutes: One poorly managed phone call can be enough for a customer to sever all ties with a business. It doesn’t matter what service you’re selling or how many customers you have. Knowing how to treat people respectfully when they call with questions or concerns is a huge part of keeping a business growing and thriving. Having to deal with long wait times, inappropriate or unprofessional front desk staff, or poor service is often enough to totally turn customers off from a company. The problem is, the bigger a business gets, the harder it becomes to keep people happy over the phone. The call volume increases, people get put on hold, and soon enough, you have an alienated customer base that feels neglected and upset. One easy way to fight this is to hire an answering service that will make sure your clients never feel ignored or disrespected.

You’ll Be Taken More Seriously with Great Phone Etiquette

You may be great at what you do, and your business may be an incredible resource for your community. However, if you can’t do something as simple as answer the phone, your customers won’t stay happy for long. Being able to chat with customers over the phone about general questions, hours of operation, or even specific complaints is the hallmark of a truly professional business. It doesn’t even matter if you don’t have all the answers to their questions. As long as customers know that you’re listening, they’ll appreciate the effort you’re putting into creating a people-first business model, and your client retention will be at an all-time high.

Great Service Helps Older Customers Feel at Home

Many seniors who aren’t tech-savvy rely on phone calls to get basic information about your business. This means that if you haven’t employed staff who know how to be patient, courteous, and respectful on the phone, you may end up alienating a huge part of your potential customer base. Train your staff to always be respectful of seniors calling in, and always try to offer special assistance to older customers who may be hearing impaired.
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