In spite of the sheer volume of communication we do through text and email, nothing beats the human element of a phone call when you need to discuss the finer details of a situation, follow up with a client or assist in a crisis. The phone is generally the first place a client will run to when they need to make contact with you quickly. So why are inbound client calls such a big deal? According to numerous customer service surveys, what separates the top companies from their competition is the way they handle their calls. With that in mind, here are some comprehensive tips to help you master the art of handling your inbound client calls…
- Be a ‘GOFI’ – ‘God/Goddess of First Impressions’
According to one of the manager of one of the UK’s most successful call answering services, you need to be a God/Goddess of first impressions. Every inbound caller will form a first impression of you…quickly. Therefore, it’s important that you come across as warm, helpful and efficient as opposed to discourteous, disinterested and grumpy. So moving beyond a terse ‘hello’ is essential.
2. Have a ‘can do’ focus
If you are busy, tight for time and cannot go into detail with your caller, take their details and let them know that you will call them back. Never leave clients without a resolution to their query or a follow up solution.
3. Nod verbally
Verbally nodding is simply committing to what you are saying even if your response to the client is that you are unsure of something. Your positivity and decisiveness will reassure the caller and make the m feel like they are in safe hands. Not having the answer to every question is absolutely fine – but always suggest the you can find the required information and revert to the caller as soon as possible. Try to give a time frame for this as opposed to leaving the matter up on the air.
4. Cheerfulness over chattiness
6 seconds – that is roughly the length of time you have to decide how to deal with a caller’s query and how to progress with the call. This is because business people in particular want to get to the point. Keep the friendly chit chat to a couple of lines and then get to the heart of matter as quickly as possible.
5. Be Efficient and Reassuring
Try not to rely on stock phrases or replies. Whilst there are general greetings and responses you would give to clients, one should never have a ‘one size fits all approach to your clients. Your inbound callers need to be certain that you are listening to them and taking their call seriously as opposed to mechanically going through the motions.
Believe it or not, smiling while you speak will ensure your tone matches our greeting. Smiling immediately makes you sound more cheery and articulate. Not only that, it conveys and enthusiasm and energy that you only get with a smile.
7. Think of Each Client as your Million Euro Client
If your client wanted to spend 1 million Euros, how would you speak to them – that’s how every client should be greeted. Your greeting and service should so impress your clients that they are queuing up to work with you!
Want your inbound callers to get the million Euro treatment? Then give us a call and we will select the perfect CallPal package for you. Not sure it’s for you? Then why not avail of our 7 day free trial – no risks, hidden charges or obligation. Just peace of mind while we manage your calls.
Call us today on 1890 511 400 to speak to one of our CallPal PAs!