They say that first impressions last, which is why answering a customer call well is so important. Do it wrong and you have to spend time backtracking and repairing any damage that you’ve caused (don’t worry I’ve done it many times too). However, if you do it right (something I’ve also done many times too) then you built a strong connection with the customer instantly. Here’s exactly how to do that.
1. Prepare Yourself Before the Call
Once the phone is ringing it’s harder to find any necessary information quickly and the pressure to perform and provide immediate assistance intensifies. That’s why preparation before that first ring is invaluable. You’ll be able to navigate the call smoothly and address the customer’s needs promptly and effectively, without the stress of scrambling for information in the moment.
To prepare, make sure you equip yourself with all the necessary knowledge you need. That means being well-informed about all the products or services that your company provides, and armed with answers to the most common questions customers are likely to have about them. Make sure that you’re up to date with any recent promotions or changes in the company or the product or service.
Sometimes, it’s possible to do a little preparation during those first few rings. If your company has a calling process that asks existing customers to enter their details before it connects them to you, then take a few moments to familiarize yourself with the person before the call. Yes, it’s cheating, but it’s also very effective.
2. Answer Promptly – Within Two Or Three Rings
In the realm of customer service, time is of the essence. The number of rings before a call is answered can significantly impact a customer’s perception of your company.
That’s why you should aim to answer calls within the first two or three rings. An immediate response signals professionalism, a respect for the customer’s time and a commitment to efficiency and prompt service, putting you on a great footing before you’ve even said a word. Customers associate a quick response time with a competent and reliable service, which sets a positive tone for the entire conversation.
On the other hand, a longer wait time frustrates customers and signals negligence. Every ring beyond the first few can elevate a customer’s anxiety. By answering promptly, you mitigate any stress and demonstrate that the customer’s needs are a priority.
3. Greet the Customer Warmly But Professionally
A warm yet professional greeting continues to lay the groundwork for a positive interaction. It sets the stage for rapport-building and immediately reassures customers that their concerns are in capable and caring hands. There are two parts to the greeting, what to say, and how to say it.
If your company has a specific script then you should use that, otherwise a simple and welcoming greeting, such as “Good [morning/afternoon/evening], thank you for calling [Company Name], this is [Your Name], how may I assist you today?” will work perfectly. The following list has some more examples:
- “Welcome to [Company Name]! My name is [Your Name]. How may I help you?”
- “Thank you for choosing [Company Name]. You’re speaking with [Your Name]. How may I make your day better?”
- “Hi there! You’ve reached [Your Name] at [Company Name]. What brings you to us today?”
- “Hello, you’re through to [Your Name] at [Company Name]. How can I brighten your day?”
- “Good [morning/afternoon/evening], this is [Your Name] at [Company Name]. I’m here to help, what can I do for you?”
- “Hi, you’ve reached [Your Name] at [Company Name]. How may I help you today?”
Quick Tip: Research has shown that it’s more powerful to use the word “may” and not “can” as in “how may I help you today?” and not “how can I help you today?”. That’s because the word “can” implies that you’re going to try and help them, which while good is nowhere near as good as the word “may” which implies that you certainly will help them.
Infuse warmth into your greeting without veering away from professionalism. Pay attention to the tone of your voice. Even if you’re following a script, infuse it with genuine empathy. Customers can sense sincerity, and a compassionate tone can alleviate their concerns and make them feel heard. Smile even though you’re on the phone because a genuine smile can often be heard through your voice.
If as mentioned above, the company’s call process means you already know who’s calling, use the customer’s title and last name during the greeting. It adds a personal touch and indicates that you value the customer as an individual, not just a caller in a queue.
Obviously, if the customer is calling back because they were disconnected from either you or a colleague, then you shouldn’t use the introductory greeting. Simply apologize for the interruption and then continue your conversation or transfer them to the person they were originally talking to.
4. Acknowledge and Apologize for Any Wait Times
Wait times on the phone are inevitable but when it happens, acknowledging and addressing it as soon as you start the conversation is crucial to maintaining a positive customer experience.
Acknowledge that there was a delay with a simple “Thank you for your patience” and then apologize sincerely for the wait. A genuine apology can go a long way to diffusing frustration and demonstrating your commitment to customer care. Be sure to express empathy and regret for any inconvenience caused.
If possible, briefly explain the reason behind the delay. Whether it’s due to high call volumes or a need for additional information, transparency helps the customer understand the situation better. Reassure the customer that you’re dedicated to resolving their query efficiently despite the wait, that their needs remain a priority and that you’re fully committed to assisting them.
I used to dread having to apologize to customers for having to wait and dealing with the frustration it caused, but I eventually realized that when I addressed the wait times with acknowledgment, apology, and assurance it was an opportunity to transform a negative experience into a demonstration of care and commitment to customer satisfaction. Now that’s a true display of customer service skills – if I do say so myself.
5. Listen to the Concern: Hear the Customer Out
Now that you’ve answered the call, greeted the customer and apologized for any delays it’s time to let them explain the purpose of their call.
Eliminate any distractions and give the customer your complete attention. Let them express themselves fully and without interruptions. Even if you anticipate their issue or have encountered a similar problem before, let them convey their thoughts fully and completely. This allows the customer to feel heard as well ensures that you really do understand their concern and have taken on board all the necessary details.
Pay special attention to their tone, pace, and emotional cues as these non-verbal signals can convey additional information about their feelings and the importance they attach to the issue.
Periodically paraphrase or summarize key points the customer has expressed. This confirms your understanding, helps ensure clarity and demonstrates your commitment to understanding their concerns accurately.
Use phrases such as “I understand,” “Please continue,” or “That’s important” to acknowledge the customer’s input and encourage them to share more if needed. These verbal cues show active engagement and appreciation for the customer’s perspective.
By actively listening to and acknowledging the customer’s concerns in this step, you’re not only better able to address their immediate issue but you also show respect for their perspective. This fosters trust, enhances the customer’s overall experience, and lays the groundwork for the effective problem-solving that is to come.
6. Respond With Empathy and Understanding
Once the customer has finished explaining the reason for the call, you need to respond to them. You may be tempted to start solving their problem straight away – but that’s the next step. First, you need to respond to what the customer has said with empathy and understanding.
That’s because the more you empathize with the customer and the more you show genuine care for their thoughts, feelings and perspective, the better their experience will be. Empathy also helps you understand the customer, and the more you understand the customer the more you’ll be able to help them.
Summarize the customer’s essential concern, but not merely in a dry and factual way. It’s vital that you recognize and acknowledge the emotions behind what the customer has said, so when summarizing, use phrases like “I understand this must be frustrating” or “I appreciate your patience” to acknowledge the emotions behind the concerns too.
Talking to customers in the right way is critical to a positive customer experience, establishing trust and building a lasting relationship. In fact, the way you talk to a customer on the phone in general is so important that I wrote a more in-depth article on it which you can find here.
7. Resolve the Customer’s Concern Effectively
Now that you’ve listened to the customer’s concern and responded with empathy and understanding, you’re ready to address their issue and to do all you can to resolve it effectively. Obviously the precise measures to be taken will depend on the nature of the customer’s needs and the specifics of the situation at hand, and you’ll need to present solutions that directly address the customer’s concern.
Be proactive in offering solutions but make sure to include the customer during this part of the process too. That means clearly communicating any steps you think are necessary to resolve their issue but also asking the customer for their input and making sure that they’re happy with any proposed solutions.
8. Close the Call
The way you close a customer call is just as crucial as how you started it as you want to leave a positive lasting impression, reinforce customer satisfaction and help future calls be as successful. In fact, the way you end a customer call is also so important that I wrote an in-depth article about it which you can find here. Nevertheless, here’s a checklist of things you should do to ensure a strong call finish.
Summarize Key Points
Summarize the key points discussed during the conversation as this ensures clarity and confirms that both you and the customer are aligned on the issue.
Confirm the Next Steps
If there are any follow-up actions or if you’ve promised a resolution, lay out the timeline and steps. Confirm any commitments made during the call, ensuring clarity about what happens next.
Address Additional Concerns
Ask the customer if there are any other questions or concerns they would like to discuss. Ensuring that all their queries are addressed before ending the call demonstrates your commitment to their satisfaction.
Express Gratitude and Appreciation
Thank the customer for their time and for choosing your service or product. Expressing gratitude reinforces a sense of appreciation and leaves a positive final impression.
Invite Feedback
Encourage the customer to share their feedback about the interaction. Let them know their opinions are valued and that their feedback helps in improving services.
Offer Contact Information
Provide your contact information or any relevant support channels in case the customer needs further assistance. Assure them that you’re available to help if they encounter any issues in the future.
9. Document and Reflect: Post Call Rituals
Immediately after the call take detailed notes regarding the conversation. Update any relevant records and document key points discussed, customer preferences, issues raised, and any promises made for follow-ups or resolutions. This allows for seamless continuity in future interactions and helps you and other team members understand the customer’s history.
You should also evaluate your own performance. Reflect on what went well and areas that could be improved upon. Assess your communication style, problem-solving approach, and the effectiveness of the solutions provided. Use the insights gained from your post-call analysis to enhance your skills and knowledge.
Then get ready for the next call, because the phone’s ringing again!