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Virtual Receptionist Tips: How to Turn a Caller's Frown Inverted
If you work for an active answering service or answer phones in your job, you will come across frustrated callers from time to time. Everyone makes mistakes and often everyone has other things going on within their lives that leave a bad style of their mouths. Though these calls can be tricky, they are able to be also an excellent chance to turn someone's day around. Taking these steps can have your customers that you care and you'll just make them into a loyal customer together with your thoughtfulness:
When talking with an unhappy caller:
1. Allow them to explain and reiterate what you've heard. Sometimes folks just need to vent. Provide them with a moment to describe their situation and let them know you've understood their issue by repeating what you've heard.
2. Acknowledge their emotion. A supportive "That does sound frustrating" or "I can see where you're coming from" can go a long way. But when you do not feel it, don't say it; faking empathy can do more damage than good.
3. Offer to help. As a virtual receptionist, you might not be able to do everything your caller asks (i.e., answer their question in regards to a bill or physically find a worker). However, almost always there is something that you can do! Use helpful phrases like "Let me" or "I would be happy to" and give a healthy dose of reassurance ("Let me have a message for John, our billing specialist. He'll be the best person to talk with regarding your bill. I will make certain he gets the message immediately.").
4. Guide your caller. Always result in an issue. Guiding a caller with questions keeps you in charge of the phone call helping you gather any pertinent information. Simple questions will do, such as "May I have your telephone number?" or "What's the optimum time to achieve you?" Basically, whatever you need or else you think would be useful to get their issue resolved quickly with very little additional effort from your caller!
If you're a small company answering service employee, it might all come together such as this:
Your whole product is down? That is terrible! Let me defeat an in depth message for our support team and read it back to ensure everything is correct. I'll make sure they understand this immediately so we might have you up and running as quickly as possible. What's the best telephone number for a return call?
Bonus tip: Virtual receptionists and in-house receptionists alike might want to include the caller's frustration within the message, so the other party can prioritize their issue and be prepared for the return call. Something like, "Sheila seemed frustrated and would like a phone call as soon as possible" must do the trick!
If phone answering is a component of your job and you receive a message from an upset caller:
1. Ring instead of reply. Even when the consumer sent an e-mail or left a voicemail, when emotions are participating, a call or face-to-face conversation is the best way to go. Conveying an optimistic tone in an email is a lot harder compared to your voice. When conversing over the telephone, you get to add warm and kindness for your voice and diffuse the situation better.
2. Gather your key points. Before you dial their number, stop and consider what you want to discuss. For example, if pulling up their account information can help the call go smoother, do that before hopping on the telephone.
3. Think positive thoughts. Negative thinking won't make your follow-up any easier. Instead, envision your conversation running smoothly, as well as your colleague's concerns being assuaged. It'll calm your nerves and make you sound more confident while you fix their problem!
Whether you're a virtual receptionist or CEO, we recommend trying these tips when a colleague, customer, or co-worker is frustrated - you'll turn their frown inverted!
