You’ve probably never really thought about how your phone call interactions affect your customers. You may be thinking that you’re ready to get the phone call over with, you’d like to take care of the customer’s needs and move on quickly, or that your phone calls have no effect on your company’s image.
It turns out that companies that don’t make their phone calls about the customer are starting to see the negative effects of this. You can change your phone image by bringing on a virtual receptionist because they take the time to work with your customers in a professional and thorough manner. Here is a look at how virtual receptionists are making the phone call about the customer and helping businesses that are slacking in this area.
Choose how you want the phone answered
You may be used to answering the phone saying something like “Hello this is…” or “How can I help?” without much more thought to it. When you hire a virtual receptionist, you can choose the phone greeting to be used each time, whether it’s a more detailed greeting with information on the company, gratitude for calling, or a reminder about a current promotion.
You don’t have to worry about being the one to slow down and say all of these important details as your virtual receptionist can follow the script you prefer. A good company has someone that answers the phone all of the time anyhow, so why not make sure that calls will be answered professionally, timely, and a polite conversation will follow without you having to take the time to do it?
How will the virtual receptionist make the call about the customer?
In addition to never missing a call, offering polite conversation, and always starting with a professional tone, your virtual receptionist can work with any script you would like. If you would like a receptionist that simply takes messages or simply transfers the calls to the correct person, that can be done. In other cases, companies need a virtual receptionist to actually answer customers’ questions, schedule appointments, and remind them what to bring to their appointment. They need someone that will actually handle the call and only transfer it in urgent situations.
Professionalism from the start
A few phrases you and your staff tend to use can be turned into something much more professional. Instead of telling your customers that you need their name, your virtual receptionist will say “May I have your name?”
Your customers will appreciate the respect and will likely return the courtesy by being really easy to work with. Your customers won’t feel like your virtual receptionist is just going through the motions when they stop hearing phrase like “You’ll have to talk to Steve about that” compared to “Steve would be the best person to help with that and I’d be happy to try his line for you.”
Instead of hearing “You’ll need an appointment for that” your virtual receptionist will tell your customer “I am happy to set up an appointment for you.” Instead of “Hold, please,” your customer will hear “May I place you on a brief hold?” These little touches show your customers that they are important, they matter, their happiness is what’s important, and your company is excited to work with them.
When you start making the calls about the customer instead of about getting it over with, your customer satisfaction increases, you gain a more professional image as company, and you gain a virtual receptionist that can help you with this part of your day that was becoming a burden. Hand over the phone calls to a virtual receptionist and watch as your customer’s feel more appreciated and important to your brand.