How you manage incoming phone calls determine how customers feel about your support. Keep on reading for more tips on managing business phone calls.
If you want to avoid losing customers, you should know that one of the top ten ways companies lose their customers is by mismanaging their phone calls.
Incoming phone calls are one of the most volatile ways to deal with customers because you can’t see their faces and can’t gauge reactions. If you’re not sure how to answer phone calls in an office, you’re going to struggle to communicate with your customers.
Here are four ways to ensure you don’t lose customers with bad phone services.
- Start with the Right Equipment
When you want to ensure your callers have a good experience with your company, you need to make sure your staff is ready to handle calls. When someone calls, they’ve already decided they’re ready to business with you. If you fail to serve them at this critical moment, you’ll find it hard to win them back later if ever at all.
Your team needs to have phones and devices that are easy to use and simple to learn. If you have to spend a week training your new staff members how to use a new device, it’s going to take even longer if the system gets updated. If there’s software attached to your calling system or a CMS for frequent callers, you need to make it as streamlined as possible.
No caller wants to sit on the phone for five minutes while staffers pull up their records or work to get their information. It should appear on their screen automatically when someone calls.
If you’re working with a VoIP system, you should get accurate information about every caller. The more your receptionist can know about who’s calling at each moment, the more they’ll be able to do to service customers. Making decisions in those crucial first seconds of a call is a challenge without the right info and the tools to deliver it.
- Keep Straightforward Contact Points
If you’re trying to stay in touch with your customers as often as possible, you can’t have multiple points of contact floating around everywhere. You want to have everyone calling just one number. You need a single phone number for your company no matter how many lines you have behind the scenes.
This gives you the ability to be easily identifiable by caller ID systems, which makes reaching out to you a centralized process. You’ll have smoother call management, and you can route your calls to where they need to go during your next step. When you’re setting up business phone systems, make sure you’ve mapped out your system in advance so no one’s left without the ability to be reached.
It must be simple and convenient to contact you. By making calling more difficult and inconvenient, you end up frustrating people and sending them to your competitors. If you want to make sure no one has an excuse for not calling you, then get yourself a toll-free number that’s easy to remember.
- Make It Customized
If you really want to manage your calls better, you need to establish strong systems ahead of when you start receiving calls. Waiting to train your staff or set up a way to handle calls sets you up for failure while you struggle to meet your customers’ needs.
Regardless of whether you’re just handling calls in-house or you’re taking those incoming calls from customers, you need a script. It should be short and to the point but should be rehearsed and memorized in order to help ease communication. Your team should be ready to make their own judgments when serving a response but know what the scope of their efforts entails.
There should be clear and simple ways for calls to be forwarded, for messages to be taken, and for everyone to be greeted. When you greet callers with a question that lets them know you’re there to service their needs, it’s much easier to wrap up calls and move onto other work.
Every company has their own way of doing business, but looking at phone scripts from your colleagues or listening to how other people answer the phone helps.
- Make Feedback Part of the Process
You need to leave space for feedback in everything you do as a business owner. If you truly want to offer great service to your customers and help your staff work more efficiently, they need to know what they should be doing more. They also need to know what they could be doing better without it coming off as negative or harsh feedback.
This means you need to set up a system where feedback is both encouraged and expected.
Some companies ask their customers to leave feedback at the conclusion of a call. This is a much better way to get customers to interact than to try to follow up or send them an email after the fact.
Incoming call management helps you set up each call in a way that you can monitor it internally as well. By running it through your CMS, building in time for reception to read information about the caller, and relying on statistical data, you’ll be able to serve better. When you make customers feel respected and appreciated, you’ll be able to give them a better experience overall and improve your reputation.
Incoming Phone Calls Are an Important Factor
No matter what kind of business you’re running, the way you handle your incoming phone calls matters. If you don’t get people through the process in a friendly and efficient manner, you could turn them off in the future.
If you’ve got your staff connected via smartphones, check out our guide for the must-have accessories.