The phone is a major avenue by which people make contact with a business. And it is generally the task of a receptionist to answer phone calls as well as make official outbound calls. This being said, making a good first impression is of vital importance. How a receptionist answers the phone and addresses the client’s questions and/or concerns can spell the difference between a long-term relationship or the loss of a potential client. In order to improve client’s dealings by phone, the company should make a policy on how to pick up incoming calls. A simple “hello” is taboo. When picking up the phone, it is better to say ‘good morning/good afternoon’. This is (name of the company), then state your name. You may also add “how may I help you?” Ideally, companies must create their own receptionist script.
And did you know that when you smile when picking up the phone, the person at the other end can actually tell that you are smiling? When dealing with difficult clients by phone, always remain courteous and respectful. If the complaint can be resolved at your level, offer to consult with someone who can, and be sure to return the client’s call when you have the answer.
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