Telephone Answering skills for support staff

Telephone Answering skills for support staff How do I answer the phone can make or break your business. In an age where the Inteet has become indispensable, the good old phone is still a favorite when it comes to customer service. People are still talking as a person rather than sending e-mail and ask when? 'll get a response. The phone is faster and easier to use for a lot of clients.Being an important business tool, the telephone, if used correctly, can tu into a long business surveys. When the training of new staff, be sure to spend time training them on how calls should be answered. Here are some tips for you to consider: 1. Make sure everyone in your company answers the same way? mention of their name and the name of your company in a courteous manner. For example:? Hello, your business name is Samantha, how can I help you? 2nd Make sure you smile and sit straight up when you answer. This will ensure that you speak clearly and send a positive and welcoming voice to calling.3 person. Answer the call by the second ring.4. If the person is, after the caller is on another line, giving him the option of waiting or a message.5. If the caller decides to take, be sure to provide observations every 30 seconds to see if he still wants to wait or leave a message.6. If the caller wants to leave a message, takes their name, phone number and name. If you? Do not ask him to repeat or spell the name. This will ensure that your friend knows that he is back to call and ask for the right person.7. When you take a message, make sure that the person who receives the message. Retu calls within 24 hours. If you are still awaiting a response to a client? Question, be sure to call that person and explain that you forgot you will get all information as soon as possible. Keep customers informed of the progress of their application will be much appreciated and will ea the greatest respect for your clients.8. Do not put your customers on speaker phone. E 'by far the rudest thing you can do for them. They feel like there is no privacy in your conversation in the months of May and prevent them from telling what they request. If you have to put on speaker phone, ask permission and let them know why you have to do it.9. If you let the call go to the company? S voicemail, make sure your message is professional and said slowly and clearly to ensure that your customers understand the instructions. Enter the name of the company, because they had a voice that is showing the time, or holidays, etc. If, for a vacation, when it comes to new open (day and time) .10. If your going to call voicemail, record a message every day, mentioning the date and, if you are in office or not. If you are not, provide an alteative to reach you. Leave your cell phone number or the number of a person who could help in his absence or email address where you can access your account from a distance.In a word, the key to responding to phone calls is the consistency ( ensuring that all answers in the same way), professionalism (answer the phone quickly and with a smile) and to be courteous (make sure that your calls are retued promptly and to keep customers informed of the progress of their application). If in doubt, think about how you would like to be treated if you were a call with a problem! About the AuthorPaul Smith is director of Auratech Software, a company that specializes in Help Desk Software to help customers with their support. If you want to know more about how to improve support for, or want to check Auratech? S range of Help Desk Software, visit: