In this series we will discuss Proper Telephone Etiquette. Again, if you have not read the previous series I encourage you stop what you are doing and review the articles NOW!
Your receptionist should have a clear speaking monotone voice. This is the first impression the customer hears when calling your company. The receptionist will have the authority to draw customers in or send them away to your competitors. In essence, selecting the right person is crucial to your company image.
I will cover basic telephone etiquette fundamentals so that you and the receptionist are clear about what and how to communicate with the public.
Hire someone with a pleasant, friendly and outgoing personality. This type of person has a knack that captures attention; people are drawn in by their magnetic personality, know how to use their voice and speak intelligently. It is very imperative that the receptionist know how to speak, when to speak and when not to speak.
The receptionist should have an after-hour pre-recorded greetings stating what your company offer. The reason being is to turn callers into customers, if they aren’t already. You would be surprised how this small procedure will increase your sales. Be mindful to set the pre-recorded greetings for 30 seconds or less. You do not want to bore callers by listening to everything about your company; however, you do want the recording to mention key points about your services or products as well as the benefits for utilizing your company.
Select a location in your office to position the receptionist in a non-congested place so there are no interruptions. Inform your staff not to congregate near or come within close proximity to the receptionist area to avoid the caller hearing sensitive discussions. Doing so will not jeopardize the receptionist relationship with the caller nor do you want your company portrayed negatively in the caller mind.
Ask the receptionist to always answer the telephone with a smile in their voice. The customer will hear the smile; once again the receptionist is building a relationship with the caller. If the telephone receptionist makes the caller feel welcome and appreciated over the telephone this caller will likely become a customer very shortly.
Finally, train the receptionist to answer the telephone via the mouthpiece, never over the speaker. The caller will probably perceive your company as being unprofessional. Callers want to know they are talking to a person that values what they have to say.
There you have it, the fundamentals of Proper Telephone Etiquette. Although there are various methods to improve Proper Telephone Etiquette, feel free to implement your own procedures when hiring a receptionist.
Until Next Time! Stay tuned to “Laying Your Business Foundation.”