HedgepethResto914
Aus Salespoint
Virtual Receptionist Tips: How to Turn a Caller's Frown Upside Down
If you work for an active answering service or answer phones as part of your job, you will come across frustrated callers from time to time. Everyone makes mistakes and sometimes folks have other things happening in their lives that leave a poor taste in their mouths. Though these calls can be tricky, they are able to be also a wonderful chance to turn someone's day around. Taking these steps can have your clients that you simply care and you may simply make them right into a loyal customer with your thoughtfulness:
When speaking with an unhappy caller:
1. Let them explain and reiterate what you've heard. Sometimes folks simply need to vent. Provide them with a minute to describe their situation and inform them you've understood their issue by repeating what you've heard.
2. Acknowledge their emotion. A supportive "That does sound frustrating" or "I can see where you're coming from" can go quite a distance. But when you do not feel it, don't say it; faking empathy can do more damage than good.
3. Offer to assist. Like a virtual receptionist, you might not be able to do everything your caller asks (i.e., answer their question in regards to a bill or physically track down a worker). However, there's always something that you can do! Use helpful phrases like "Let me" or "I could be happy to" and give a healthy dose of reassurance ("Let me have a message for John, our billing specialist. He'll be the best person to talk with regarding your bill. I'll make certain he has got the message right away.").
4. Guide your caller. Always result in an issue. Guiding a caller with questions keeps you in control of the phone call helping you gather any pertinent information. Simple questions will do, for example "May I have your phone number?" or "What's the optimum time to achieve you?" Basically, anything you need or else you think could be helpful to obtain issue resolved quickly and with as little additional effort out of your caller!
A high level small business answering service employee, it could all get together like this:
Your whole system is down? That's terrible! Allow me to defeat a detailed message for the support team and browse it back to you to make sure everything is correct. I'll make certain they understand this immediately so we might have you ready to go as quickly as possible. What is the best phone number for any return call?
Bonus tip: Virtual receptionists and in-house receptionists alike may want to include the caller's frustration in the message, so the other party can prioritize their issue and become ready for the return call. Something like, "Sheila seemed frustrated and would really like a call when possible" must do the trick!
If phone answering is part of your job and you get a message from an upset caller:
1. Ring instead of reply. Even if the consumer sent an email or created a voicemail, when emotions are participating, a phone call or face-to-face conversation is the best way to go. Conveying a positive tone within an email is much harder compared to your voice. When talking over the telephone, you get to add warm and kindness to your voice and diffuse the problem better.
2. Gather your tips. Before you dial their number, stop and think about what you'd like to touch on. For instance, if pulling up their account information will help the call go smoother, do that before hopping on the telephone.
3. Think positive thoughts. Negative thinking won't build your follow-up any easier. Instead, envision your conversation going well, and your colleague's concerns being assuaged. It'll calm your nerves and make you sound well informed while you fix their problem!
Whether you are a virtual receptionist or CEO, we suggest trying these tips whenever a colleague, customer, or co-worker is frustrated - you'll turn their frown upside down!
