Some businesses rely on the phone for ordering, scheduling, customer service and many other tasks. Even though many of the newer generations don’t prefer the phone as much, it’s still a very important way to make the right first impression.
For many businesses, the phone is the first touchpoint and it’s essential to make a great first impression. Making the purchasing experience or customer service experience enjoyable makes a huge difference. If you want to grow your business, making a great first impression on the phone is essential. Here are a few ways to make a great impression over the phone.
When do you get annoyed? Is it the third ring, fourth ring or when the answering machine picks up? For many, the third ring is when they start to get annoyed.
If you want to make a great first impression, it starts with answering the phone within two rings or less. Ideally, you will answer the phone within one ring every single time and not let it go any further. This can be difficult if you don’t have the right staff for your phones.
A pleasant voice goes a long way once the phone has been answered. Nobody wants to deal with a grouch or somebody that simply doesn’t care. Put a little pep into it and smile when you answer the phone. Your smile will come through in your voice.
State your Name and the Company Name
Before you do anything else, let the caller know who you are and who the company is. This is important as they may have dialed the wrong number and they should know your name to address you properly. Simply put, this is common courtesy and a step you simply cannot skip.
Put your Feelings Aside
The caller doesn’t care if you are having a good day, bad day or the worst day of your life. It’s all about them and you should make it all about them. Put your feelings aside and zero in on what they are feeling.
Solve the Issue
After the first impression of answering the call fast and pleasantly, you have to continue by solving the issue. If you are not the right person to solve the issue, get them the right person and stay on the line until they are connected. It’s also a good idea to relay any information they have given you so the caller doesn’t have to repeat themselves.
If you are the right person to solve their issue, assure them you will take care of it and walk them through how you will solve their issue. Whether it’s as simple as getting an order placed or as difficult as handling an irate caller with a customer service complaint, stay calm and solve their issue.
Keep it Consistent
Making a great first impression requires some consistency. You cannot be too up or too down on the call. Keep the smile on your face, reassure them every step of the way and continue to help them with anything they need. If you do this consistently, you will make a consistently great first impression.
Hire a Virtual Receptionist
The best way to consistently make a great first impression is by hiring a virtual receptionist. This type of service will allow you to outsource your incoming calls to professionals with the capability of providing great service every single time. If you want to provide the best possible first impression, a virtual receptionist service is a great choice.
When you hire a virtual receptionist, they will take all of your incoming calls. They will handle scheduling appointments, taking orders, general questions, some customer service and forwarding calls to the right department, when necessary. Many of the calls they take will never be forwarded, as they will be able to handle many issues for your company.
A virtual receptionist will answer the phone within two rings or less every single time. They will always greet the caller with a pleasant voice and they will solve any issues they can for your caller. If they cannot handle the issue, per your instruction, they will forward the call to somebody that can.
There are many ways to make a great first impression on the phone. With a virtual receptionist, you will hit on every single one of them and the first touchpoint will become a great impression every single time.