How to win a sale through great Customer Service via Phone
There are several reasons why you need to start and end a phone call professionally. Maybe you’re on a deadline or need to move on to the next call, or perhaps you’re on the line with a chatty person and the call isn’t progressing. Whatever your reason, it’s always important to start and end the call politely and leave the person on the other end with a favorable impression of you and your company.
Use these phone etiquette tips to ensure that you always do your best to leave your callers happy;
- Before you decide that you need to end a phone call, make sure the “business” part of the conversation is complete. Have you handled the caller’s request or addressed their concern? Is there any additional information you need to collect from them? Did you write down what they are requesting so they don’t have to repeat themselves? You don’t want your caller to think that you are avoiding their questions, concerns, complaints, etc. or are cutting them off. Also make sure you don’t make them feel you don’t have the time for them.
- A good way to initiate the close of a call is to say, “It’s been a pleasure talking with you, is there anything else I can help you with?” Always be professional and choose what you say carefully. You don’t want the caller to feel like they’re getting the brush-off. Don’t be condescending in your words or your tone of voice. Be assertive and avoid being rude or impolite.
- Part of every successful business is building relationships with your customers and it is nice to hear about their vacation or their grandchildren, etc. Here’s a way to make sure you find that balance between polite conversation and wasting company time; When you are sure the business portion of the call is ended, look at the clock or call timer on your phone. Give the caller another three or four minutes to wrap up before you start to end the call.
- You may have other methods other than the phone that people can use to contact you. These could include email, texting, web chat, or even your secretary or assistant. If your phone call would be better served by one of these alternative forms of communication, pivot the conversation-For example; “I’m going to let you go now but here’s my email address if you need anything else.” You can also let them know how they can contact your assistant or the person who can handle additional concerns or issues.
- Use Technology-If you have Caller id, write the caller’s phone number on a list and keep it near the phone or put in your data- base. Put down notes regarding the phone conversation so when they call you back or if you need to call them back for any reason, you will have the history of your conversations, so the customer doesn’t have to repeat themselves.
Examples of great Customer service statements to use during the call;
- That would be ideal, considering your situation
- I will make sure this is taken care of
- I can certainly help you!
- I completely agree with you!
- That is an excellent suggestion!
- I hope you enjoy the rest of your day!
- Thank you as we aim to provide excellent customer service
- That it is an interesting idea!
- I think that it’s a terrific option!
- That is fascinating!