Have you ever called a company only to hear someone on the other end that was rude or did not thank you for your call?
Even though our society uses phones for more purposes than ever before, actually talking on the phone is becoming less common.
For a company, that could mean that you lose a customer when they call because the person that answers the phone does not leave a good impression.
Here are 5 reasons why telephone etiquette is still important.
Read on to learn more…
1. Communication Is Already Hampered over the Phone
Studies have proven that 55% of communication is about body language. Since you cannot see body language over the phone, your communication effectiveness is already cut in half! It is vital to make up for that handicap by ensuring that the verbal communication skills that you have are top notch so you can guarantee the customer service level is ideal.
If you answer the phone with a smile on your face, the customer will be able to “hear” it and feel more at ease.
2. First Impressions Count
In a competitive business market, it is important to capture the customer right away. If not, they could choose a competitor’s company over you! As many as 51% of customers decided to give up on a company after one less than satisfactory customer service call.
If one shot is all you get, you need to make sure that you wow the customer with your company up front.
3. Telephone Etiquette Is Getting Less Common with Younger Generations
Millennials have a tendency to be more curt and get straight into business instead of offering pleasantries when greeting other people. This is often caused by the need for instant gratification and a need to get information across in one short text or tweet.
Though this is more efficient in the long run, it also comes across as less sincere and courteous to a customer.
It is important to make sure that the person who is answering the phone has some telephone etiquette training and knows what you expect the conversation to sound like.
4. Voicemail Is Not an Option
If you only have one person answering the phone and they are taking care of one customer while another call comes in, what happens to that call?
If it goes to voicemail, you may be in trouble!
46% of potential customers will hang up and not leave a message if their call gets sent to voicemail. They would rather call another company and speak to a live person than leave a message and hope they receive a quick response.
5. Phone Calls Can Make or Break Your Company
Many times, the first and only person a customer will speak to is the person that answers the phone. If they don’t represent the company as professional, knowledgeable and trustworthy, that customer will likely call someone else.
Knowing that your receptionist has top-notch telephone etiquette can set your company apart from a sea of average phone representatives.
If you are looking for a reliable receptionist or answering service for your business contact us today!
BONUS: Five Important Tips For Answering The Phone
- Put a smile on your face.
There is nothing more disheartening than getting a gruff ‘hello’ when you call a business. It typically throws you off balance. There is a right and wrong way to answer business calls. A grumpy voice is definitely isn’t the RIGHT way.
- Identify your Company and what makes it unique.
Identifying the name of your company when you answer the phone can be particularly helpful to the caller. Often, busy people have to make multiple calls and sometimes their wondering minds cause them to momentarily forget who they called. Reminding them who they’ve called and explaining what makes your business unique could be a beneficial factor in their decision process.
- Have basic company information available to answer questions.
Basic information on your company, which includes staff, products and hours of operation can be extremely helpful. For instance, a contact list will expedite a caller’s time when trying to reach the correct person.
- Read phone numbers and contact information back to the caller to insure accuracy.
If you wish to make your caller and potential customer believe you care about their business with your company, a simple way is just to repeat back the message. This helps to ensure the information is correct and that you care to be sure you can reach out to them.
- Minimize the time you place people on hold.
It is better to offer to call them back than leave someone on hold for more than a few minutes. Stats have proven that most callers tend to hang up when placed on hold. Although, when the customers are given an option to receive a call-back, more customers are inclined to make a purchase.
AnswerFirst can be there to help your business with messaging and receiving calls. The company’s host of professionals will ensure your company will not go a minute without being represented professionally. Contact us today!