Phone Etiquette: Tips To Deal With Customers

7 October 2022
 Categories: , Blog

Your customers are the lifeblood of your business. That's why you need to always be professional and courteous when interacting with them – especially when you're answering the phone. Here are a few tips to help you deal with customers on the phone.

Listen Actively

As your customers are talking, really listen to what they're saying. Active listening involves paying attention to what the customer is saying, both verbally and non-verbally.

For instance, say the customer sounds upset. You'll need to pick up on that cue and adjust your tone accordingly. And, of course, you should always be responsive to what the customer is asking. If you're not sure about something, don't hesitate to ask for clarification.

You might even want to take notes while the customer is talking, so you can be sure to address all their concerns. This strategy will show them that you're taking their call seriously.

While you're listening, it's important to remain calm and patient. No matter how frustrated the customer might be, it's never okay to lose your cool. You'll just end up making the situation worse.

Ultimately, active listening will help you resolve the issue more efficiently and effectively. It's a skill that's well worth developing.

Use Positive Language

The way you speak to customers can have a big impact on the call. That's why you should always use positive language, even if the customer is being difficult.

For example, say a customer is demanding a refund for a product they're not happy with. Instead of getting defensive, try using phrases that can help diffuse the situation. You could apologize for the inconvenience and assure them that you'll do everything you can to help.

Your choice of words can make a big difference in how the customer perceives you. So be conscious of your language, and try to keep things positive.

Be Enthusiastic

Your tone of voice conveys a lot of information to the person on the other end of the line. That's why it's important to sound enthusiastic, even if you're just dealing with a routine inquiry.

If you sound bored or disinterested, the customer will likely pick up on that. And they'll be less likely to do business with you in the future.

Enthusiasm is contagious, so try to infuse your voice with some energy. This will make the customer feel more valued and might even brighten their day.

You could even go the extra mile and thank them for their business. A little appreciation can go a long way.

To learn more about business telephone answering services, contact a local service such as Kim's Answering Service.