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Handling phone calls is perhaps the most important part of any professional dealings, be it in marketing or customer service sector. Here are some tips to guide you through your career.
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AS MUCH as the rain clouds, with the rumbling distant thunder and the cool air, are a welcome relief from the sweltering heat, it also makes me nervous. I know, one small rain and our telephone lines go completely dead. It feels like your right arm is cut off. That is when you realise how this little white, black, brown or beige instrument has become such an integral, comfortable part of your life. You are annoyed when it keeps on ringing, disturbing whatever you are doing, but you are lost if you cannot access the outside world sitting in the comfort of your office or home.
So I told myself, this is god's way of saying "answer all those questions about the usage of telephone"! Here are the answers to some of the questions that we received on the topic.
Whenever I make a business call, it annoys me to hear just a "hello", leaving me to wonder if I have the wrong number. I think it is very unprofessional.
It is indeed very unprofessional and the person answering the phone comes across as untrained and naive. Just a "hello" is not sufficient while answering a business call. After all, this is not one's home phone where voice recognition from a mere `hello' will assure the caller he has the right number. While answering a business call, there are certain steps to follow. For starters, the call should be answered with a pleasant "good morning", "Good afternoon". Then identify the company name and ask specifically how you may be of assistance to the caller.
I work for a company where we sell our services over the telephone. How should I handle the rude, mean way people talk to me?
Telephone has become the favourite tool for many companies to sell their products and services. It is unfortunate that a lot of people take out their annoyance on the telemarketers. It is hard but do not let your professional guard down.
Do not take this rejection personally. If you do, it will be very hard for you to pick up the phone to make the next call.
After all, you are hired to keep on making the phone calls. For those of you out there who get irritated by these calls, please remember that these people are only doing their job and yelling at them is not achieving anything. You can refuse the service or product offered politely by saying, "no thank you, I am not interested in that." If you are feeling particularly charitable, you may add, "I wish you better luck with the next caller!" That way, you do not hurt anybody's feelings.
I work in the customer service department of our company. Many times, during the day, I am not able to answer the questions right away. How do I deal with that?
The information requested, if it will take just a few seconds to retrieve it, put the caller on hold. But before you do that, inform the customer and not just push the hold button. You could say "Would you like to hold (or, may I put you on hold) while I get the information?" This gives the caller the option of holding or not. Once you get the permission, make sure that you do not keep any caller on hold for more than 15 seconds. A minute or two, as short as it is, can seem never ending and long while you are holding. Within that time, if you get the information well and good.
Apologise for keeping the customer on hold and proceed to give the information.
If you think you need more time, again apologise for the hold and inform the customer that it will take a few more minutes and suggest that you call him back with the information and make sure you call back when you promised you will.
CHITRA DANGER
(e-mail: proetique@yahoo.com)
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Metro Plus
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Chennai
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