In this time of COVID-19 where businesses are struggling to stay afloat and individuals are finding themselves either working from home or losing their jobs, small businesses that are lucky enough to still have a fighting chance can’t afford to be complacent. No aspect of operations should be neglected, especially now that consumers are staying home and relying on technology to connect with you.
Unfortunately, perhaps without intending to, there are parts of business and operations that get overlooked and one of these is phone etiquette. If you’ve ever been on the other side of the line, calling a provider regarding goods or services you recently purchased or used, and you found the other person rude and unprofessional, what was the first thing that ran through your mind after you hung up? Chances are, the call compelled you to stop patronizing the brand. As a customer, you deserve to be treated with respect.
Don’t let this happen to you; especially now when the future of industries remains uncertain. Here are a few etiquette rules that TAB Answer Network believes every business should follow:
1. Do not keep the customer waiting
One of the things that callers detest is being made particularly because they regard their concern as urgent. As a general rule, do not let the phone ring more than three times. Answer as promptly as possible. The longer you make the customer wait, the higher the risk of losing their business. Not only that, but you could also potentially lose future customers, as well as the irate caller, may influence others not to patronize your business.
2. Be courteous
Mind your manners. This is Rule number two in a nutshell. Be polite and courteous throughout the conversation. And talk to the customer in a friendly manner. Keep your voice light but speak clearly. Do not put the customer on hold unless necessary. And finally, do not talk to someone else in the background while you’re still engaged in conversation with the customer. This isn’t only rude and impolite; it reflects badly on your company.
3. Listen without interrupting
It may seem like the obvious thing to do to listen to the caller without interrupting but you might be surprised at how many people neglect this most basic phone etiquette. Do not cut the call short. Let the customer end the call, unless they’re being rude and disrespectful towards you but even then, be polite and kind.
TAB Answer Network is here to ensure that no calls will be left unanswered, especially during this time of the pandemic.
To learn how TAB Answer Network can help your business, please feel free to contact us at (800) 880-4324.