Posted by admin on 2nd July 2009

5 Tips on Handling Customer Calls

Leaving customers on hold. Transferring a call to the wrong department. Failing to pick up a call until at least five rings. These are common telephone offenses in many companies. But the number one complaint is rudeness of employees dealing with customer calls, often leading to loss of sales. If you think your company is suffering from employee rudeness, follow these tips:

1. Smile. The callers will not see your grin, but they will hear it through your enthusiasm and tone of voice.
2. Be friendly before you know who it is. You only have four to six seconds to make a good phone impression. Don’t blow it by answering the phone with an unenthusiastic tone of voice.
3. Be prepared before the phone rings. Have pen and paper on hand. The caller’s frustration will increase two-fold is he or she is forced to wait.
4. Don’t be too busy to be nice. Learn to handle your workload. A hectic day doesn’t give you an excuse to be rude. Chances are the person you’re talking to is just as busy.
5. Avoid jargon. Don’t assume that your caller understands company lingo. Such phrases will intimidate your customer and foster insecurity.

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