{"id":4870,"date":"2012-08-16T13:50:51","date_gmt":"2012-08-16T13:50:51","guid":{"rendered":"http:\/\/www.answerconnect.com\/blog\/?p=4870"},"modified":"2024-07-25T13:39:42","modified_gmt":"2024-07-25T13:39:42","slug":"phone-call-etiquette-customer-service","status":"publish","type":"post","link":"https:\/\/www.answerconnect.com\/blog\/business-tips\/phone-call-etiquette-customer-service\/","title":{"rendered":"Strengthen customer relationships instantly: 4 phone call etiquette hacks."},"content":{"rendered":"\n

What is phone call etiquette? <\/h2>\n\n\n\n

Phone call etiquette is make or break when it comes to customer connections. The phrase encompasses the attitude and mannerisms conveyed through the phone. Phone call etiquette ultimately affects the customer experience, playing a pivotal role in business success. <\/p>\n\n\n\n

Why is this so important? Often, a phone call is a customer’s first experience with your business. This can leave a lasting impression on the customer, and can determine whether or not they would like to give your company their business. <\/p>\n\n\n\n

72% of customers<\/a> will tell six or more people if they had a good customer experience. Not only does improving your phone call etiquette impact the customer’s experience, but it can have a ripple effect on your business’s reputation. <\/p>\n\n\n\n

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“Having exceptional customer service should be an integral part of every business strategy. The benefits go far-beyond providing customers with a pleasant experience. It’s free marketing for your business.” <\/p>\n– Natalie Ruiz, CEO at AnswerConnect<\/cite><\/blockquote>\n\n\n\n

\"smiling<\/figure>\n\n\n\n

In this article, we\u2019ll share our top four tips to improve your phone etiquette, and provide actionable items to help you implement these. This article will cover the importance of:<\/p>\n\n\n\n

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  1. Prompt answering<\/li>\n\n\n\n
  2. Active listening <\/li>\n\n\n\n
  3. Hold and transfer etiquette <\/li>\n\n\n\n
  4. Professionalism<\/li>\n<\/ol>\n\n\n\n

    1. Answer promptly<\/h2>\n\n\n\n

    When it comes to phone etiquette, the very first rule is to answer the phone, and answer it promptly. <\/p>\n\n\n\n

    Imagine you\u2019re visiting a friend and you knock on their door when you arrive. If they make you wait outside for five minutes – you\u2019re likely to grow frustrated. The longer they leave you waiting, the more frustrated you\u2019ll grow. However, if your friend was to answer straight away, you would only experience positive emotions. <\/p>\n\n\n\n

    It\u2019s not only the customer experience that comes into play with answering promptly. You\u2019re also likely to increase sales. A study by InsideSales.com<\/a> found that conversion rates are 8x more likely when you connect to the customer within the first 5 minutes of them calling.<\/p>\n\n\n\n

    Creating an impactful customer experience through the phone starts before you even answer. But the question remains, how do you answer every call promptly?<\/p>\n\n\n\n

    How to answer promptly. <\/h3>\n\n\n\n

    Doing it Yourself<\/strong><\/p>\n\n\n\n

    Answering promptly means to answer within the first few rings. To do this yourself, you\u2019ll need to make sure your phone is always on your person with the volume up. <\/p>\n\n\n\n

    Alternatively, if you have a few team members, you could set up an on-call system, in which your customers will be routed to the team member whose on-call.<\/p>\n\n\n\n

    Of course, this doesn\u2019t mean every call will be answered promptly. What happens if you receive a call whilst already on the phone to another customer? Or if the phone rings whilst you\u2019re in the bathroom? <\/p>\n\n\n\n

    There is another solution\u2026<\/p>\n\n\n\n

    Outsourcing<\/strong><\/p>\n\n\n\n

    We recommend using a 24\/7 live call answering service.<\/a> This service acts as the voice of your business, answering your incoming calls and chats around the clock. Professional virtual receptionists provide:<\/p>\n\n\n\n