Treat Your Customers With Care

As a business in the twenty first century, we have taken the time and put forth the effort and finances for high-quality technologies, including phone systems with features to improve your customer service. While such equipment may create an easy, stream-lined process tailored for you and of course, for the customer,  there is definitely a factor that can ruin it all: BAD PHONE ETIQUETTE.

We have all experienced a rude secretary who is obviously having a bad day, someone yelling across the office that "Bob" has a phone call he needs to pick up, a constant ring that seems like it will never be answered or a slamming of the phone. All these instances can lead to a terrible impression on a customer, which in turn can lead to lost business.

This week, I have researched 20 Business Phone Etiquette Tips you can pass along the office and ensure that your customers are being treated flawlessly. 

1. Make sure you speak clearly and are smiling as you answer the phone; also identify yourself.
2. Before placing a caller on hold, ask their permission first and thank them.
3. It is better to return a call than to keep someone on hold too long. If the phone rings back to you, you've kept them on hold too long.
4. Do not forget to return the call as you promised.
5. Do not permit the phone to ring into the office more than three times.
6. Always use a pleasant, congenial and friendly tone.
7. Never interrupt the person while he/she is talking to you.
8. Never engage in an argument with a caller.
9. Do not handle an unhappy caller's concern openly at the check-in/check-out desk.
10. Do not make it a habit of receiving personal calls at work.
11. Do not answer the phone if you are eating or chewing gum.
12. Do not give the impression that you are rushed. It is better to return the call when you can give the person the time they need to handle the reason for their call.
13. Learn how to handle several callers simultaneously with ease and grace.
14. Return calls promptly that have been left on voice mail. (Return even faster by adding ACT's Voicemail-E-mail integration to get customer messages on the go!) 
15. Always get the best number (and an alternate) and the best time to have a call returned to the caller, especially if a manager or another team member must return the call.
16. Do not ever leave a message with someone else on a voice mail regarding details of a delinquent account. Instead, leave a message asking the person to call the "Accounting Department."
17. Always make collection calls in private and away from the patient flow or public areas.
18. If possible, provide a telephone for patients/customers/clients to use. An area providing privacy is preferred.
19. Do not call a patient, customer or client's home before 8:00AM or after 9:00PM, unless they've given you permission to do so.
20. When hanging up the phone, make sure the caller or person called hangs up first if the phone is slammed on the receiver. Otherwise, always hang up the phone, gently. 

I hope this article can benefit you and your office! 

Atlantic Communications Team is a full service communications company providing an array of telecommunications and data communications products and services for small-large businesses. We have been serving over 2000 customers in Central Florida for over 27 years. Let our quality team of experts help analyze your voice or data needs to suggest alternatives that can dramatically increase your employee’s productivity, improve customer service, and reduce expenses. 

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