I want the secretary in my Las Vegas Executive Suite center to answer my phone calls a certain way. What is a pleasant way to ask?
Well, first of all the professional secretary/receptionist is there for you so asking her to answer your phone in a certain manner should never be a problem. Remember, she is your link to the outside world and first impressions are always important. The following is a 10 step phone etiquette process that should be followed by all businesses:
1. Preparation – you can actually prepare to take a phone call. Taking certain preparation steps will help you listen better and concentrate more fully on what the customer is saying.
2. A Strong Start – If a phone call gets off to an awkward start, it can go downhill quickly from there. It is important to say “good morning” or “good afternoon” and be pleasant from the start. Your “bad day” should not interfere with business.
3. Building Rapport – There are proven techniques you can use to build rapport with the caller whether they are men or women, strong voice or mild voice. For example, if they tell you it’s extremely important that they reach the person they are calling right away, make every effort to find that person and, if they are not available, inform the caller that, once you have found or contacted the person, you will either leave a message or tell them to contact the caller immediately.
4. Effective “on hold” technique – nobody likes to be on hold when they call an individual. Always ask first and, if they are willing to hold, don’t leave them on there for too long; always check back with them (after about 15 or 20 seconds) and ask courteously if they would like to leave a voice mail.
5. Effective call transferring – most phone systems now have a way to transfer calls to cell phones and other numbers when tenants are outside of the building. If it is okay with the tenant, always ask the caller if they wish to be transferred directly to the person or would they rather leave a voice mail. This gives the caller a choice.
6. Speaking Clearly – always be pleasant and speak slowly and clearly when answering the phone — if you talk too fast the caller will not understand what you are saying and will become frustrated.
7. Proper Tone of Voice – this is one of the most important and vital features in phone etiquette. Remember, you are the link to the outside world for the tenant and they count on you to be their “personal representative” for their business. If you are in a bad mood, don’t take it out on the caller — always be pleasant! Callers can sense moods depending on how you answer the call and believe me, they will mention it to the tenant.
8. Effective Listening – it is important to listen to what the caller is saying and what they need. You don’t have to listen to their whole “life story”, but interrupt them gently. For example “I don’t mean to interrupt, but before you go on, I am not the person you need to speak to, can I transfer you to Mr./Ms. _________? Also, alot of elderly people have no patience and do not understand what “voice mail” even means. Tell them you will take their name, number and a message and then record the voice mail yourself which will alleviate the caller’s frustration.
9. Positive Speech – your use of language can make or break a call. There are certain words, phrases and attitudes that can “turn off” a caller; especially curse words, anger and indifference. Make sure you “care” about the caller, but conversely, you do not have to take abuse or foul language from them either. Tell them calmly yet firmly that you do not have to listen to that kind of language and then hang up.
10. Practice the Golden Rule – How would you want someone to answer the phone and treat you when you are the caller? Think about this as you answer the phone and treat the caller with the utmost respect.
Using these techniques will not only make the caller happy, but will ensure the tenant that you really do care about his/her business. How do you want your phone answered?
Chris Johnson, Leasing Manager
