For many customers, the phone is the easiest and most convenient way to communicate with a business establishment or facility. With today’s busy lifestyles, who has the luxury of time, anyway? With proper training and experience, receptionists fully realize the importance of observing proper phone etiquette at all times. Phone calls should be answered during the second or third ring with a standard receptionist phone greeting. Even if a phone call is not a face-to-face interaction, how your front desk team handles these interactions can go far in delivering a positive customer experience. If the caller has a concern or a query, it should be addressed as swiftly as possible. If there is a need a to put the caller on hold, do ask permission to do so but don’t let the person wait to long. If you don’t have the answer to his concern/s, you should never tell him “I don’t know”. Instead, offer to call him back once you refer the issue to the specific department or person who has adequate knowledge about the problem.
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