Improve Client Relations by Phone
Practice Good Phone Etiquette to Create a Healthy Company Image
Improve relations with clients over the phone by just observing some simple tips - they will even help you make a good first impression!
Communicating via the telephone is an integral part of a job especially if it is one that entails being the front-face of a company, being a client-oriented officer or being part of the top management team. A client calling your company for the first time will receive his or her first impression when you pick up the telephone. He or she will also be left with your "signature" as you say goodbye and hang-up. Phone etiquette is a vital part of communication and can make or break a deal. By just observing simple telephone etiquette, you would be able to build positive rapport with the caller, even within the first 10 seconds.
Create a Corporate Practice for Answering Calls
The way you answer the phone is critical. If a caller has to call several times and wait for many rings until someone intercepts the call, the chances are your company will have a marred reputation for being lazy and inconsiderate to clients.
Set a corporate practice to answer phone calls within three rings. If you are leaving your desk for any reason, inform your colleagues to intercept your phone calls for you. Practice the same with your colleagues. Also intercept each others' calls when one is engaged so calls do not get channelled into the voice-mail system.
If you find the caller has called the wrong extension or needs to talk to someone else with a better purview of the query, contact the correct department yourself, first. Do not immediately transfer the call without checking if there is someone at the other end. This way, you will build a strong sense of trust with the client and protect your company's image.
When you are able to reach the relevant personnel, you may want to conference in the client, while you explain to your colleague your client's concern. Always inform your colleague that your client is listening in.
If you are unable to reach the appropriate executive, provide the client with his or her name and number for a later phone call. At the same time, email your colleague, explaining the phone call and provide him or her with your client's contact details and an urgent note to call your client back. Similarly, you can speak to your colleague on behalf of your client and call him or her back yourself.
Answer the Phone as if it Were a Face to Face Meeting
Treat your caller as if he or she were meeting you in person. Respect his or her concerns as if you were sitting together in a serious discussion.
Firstly, pick up the telephone with a smile. If a pleasant caller is on the line, he or she will be pleased to hear the same sentiments at the other end and will look forward to a pleasant discussion. If a person is calling with enquiries, you will be able to resolve the issue more efficiently, just focusing on being positive. If a disgruntled caller is at the other end, he or she will more likely relax and calmly present his or her dissatisfaction rather than launching an attack.
Secondly, remove all distractions. Stop reading your emails. Stop people around you from asking questions. If there is something urgent, ask the caller's permission for a pause, put the call on mute, resolve the issue with a holding reply, and get back to the caller with a quick apology. Remember to actively listen to the caller and acknowledge his or her conversation by affirming what he or she is saying.
Thirdly, always respond positively. Your first response is important, even if it eventually will be a negative one. Say, "I would like to thank you for calling and raising this issue with us." From then on, explain your stance on the issue - whether it is positive or negative and remain calm at all times. If the caller has a request that you are unable to accomodate, provide options that you or the caller can look into, and promise a follow-up later, after exhausting all alternatives.
Lastly, take notes. You will not be able to remember the full conversation, so write down the salient point of the telephone call. Write down the caller's name and contact details, the date and time and take as many notes as possible. This will help you with a follow-up later as well as help provide him or her with the appropriate solutions.
Provide a Holding Reply within the Next 24 Hours
Respond to your client within 24 hours. You may wish to respond via the telephone if the issue is simple and follow-up by email. Otherwise, inform your client beforehand that you will email him or her within 24 hours and respond within the time frame. If you are still unable to resolve his or her problems, provide a holding-response comprising of updates - inform the client of your progress. This way, the client will appreciate your effort and will feel comfortable in approaching you again.
By writing to your caller, you will have a record that you have resolved or are working on the issue at hand - having written records is important to fortify the rapport you built with the client over the telephone.
