If you’re in the virtual receptionist business, you may be wondering how to really stand out and do a great job. You want the companies you work for to be confident in your abilities and to feel that you will be consistent with their customers.
The goal of a great virtual receptionist is to make callers feel like they are a top priority – a VIP of sorts. Virtual Receptionists can give the five-star treatment to every customer by giving a great first impression, sounding happy and using powerful phrases.
Your role in the organization is to give customers a calling experience that is engaging, offers long-term satisfaction and represents the company’s image in order to promote customer retention. Here are some tips on what you need to do to provide great customer service over the phone for your virtual receptionist role.
Sound and be Happy
It’s important as a virtual receptionist that you sound happy on the phone. Surprisingly, your customers will hear in your voice if you are being happy. Be sure to answer the phone with a smile as you speak, regardless of your mood.
A cheerful tone and positive phrases like “it’s my pleasure” will go a long way with customers. They will hear and feel the joy and positivity in your demeanor. A great telephone greeting will set you apart too.
Powerful Phrases and Language will help
Most customers don’t prefer lengthy conversations. This means that you don’t have all day to convey why you’re the best company to help them with their service or product need. You also have limited time to convey your willingness to help them. Every word counts, so it’s important to make every phrase a powerful connection.
For example, instead of saying “I need your last name” say, “May I have your last name?” This shows that you are going to be polite to work with. Rather than saying “no problem” try saying “I’ll be happy to,” because it shows your customer that you have time for them and want to help them. Show appreciation by saying thank you often.
During the Phone Call
During a call, be sure to offer assistance before a customer asks for it. If someone is out of the office, rather than just informing the caller, offer to take a message at the same time that you deliver the news.
Make sure you propose alternatives if your caller doesn’t want to leave a message. You can tell the customer that you can let the unavailable person know that they missed the call or offer additional information like when the person is expected back. Be sure to also work on your initial greeting by not just saying hello, but also “how many I help you?”
Calm down an upset caller by being a great listener while they vent their frustration. Let them know that you are ready to help them in whatever way you can. Advise a customer that you are happy to pass on the urgent message to the right person to make their concern a priority. The key is to always use kindness and etiquette in the business world and to engage your callers.
Use these tips to become a successful and desirable virtual receptionist for any company that may need one. You’ll stand out among the crowd if you have a good reputation of listening well to your callers, showing kindness, offering solutions and avoiding awkward silences by engaging customers.